Evolve IP has hired Art Gairo as senior vice president of operations and head of customer experience to enhance the company’s programs as Evolve IP continues its global expansion.
The company also announced the results of a series of customer satisfaction and net promoter score (NPS) surveys that measure a wide variety of customer touchpoints, including product effectiveness, documentation and training. Highlights of the surveys include 95 percent satisfaction for unified communications (UC) activations and 98 percent satisfaction in cloud computing implementation, training and documentation.
Evolve IP also scored an 60 in objectively measured NPS, which indicates a strong willingness for existing customers to recommend Evolve IPs solutions to their peers.
The company said that it has made significant investments in onboarding, training, and educational programs to ensure skilled sales consultants and engineers provide seamless deployments and ongoing support. Survey results and customer feedback also play a critical role in developing and refining Evolve IP’s service delivery strategies and product development cycles, it said.
“The survey results are extremely rewarding, and also what we expected as we design cloud strategies that are specific for our customer’s needs,” said Evolve IP’s executive vice president of business operations, Michael Batdorf. “As a result of those solutions, and with the incredible efforts of our sales and customer experience teams, we have an unparalleled 98 percent annual retention rate.”
Gairo meanwhile joins Evolve IP with 15 years of industry-focused, senior-level customer operations experience. A multiple award-winner, including for ‘Customer Service Team of the Year’, he has completed his 6 Sigma Black Belt and has a Masters degree from Villanova University in Organizational Leadership. Art has also twice served as Chairman of the American Business Awards for Customer Service.
“I’m thrilled to be leading such a talented and customer-centric organization and am incredibly excited to bring Evolve IP’s unique approach to more markets as the company grows overseas,” he said.
“We couldn’t be more pleased to welcome Art Gairo to Evolve IP,” Batdorf said. “Art has a proven track record of success and leadership and is the ideal person to lead our customer operations teams as we continue our domestic and international growth.”
