Project: Operationalizing Transactional Net Promotor Score Tracking (NPS®), improving and documenting the Customer Service Desk performance, and implementing Robotic Process Automation Tool(s) to streamline high-value/high-impact work processes. eMazzanti Technologies has 435 customers with over 30,000 end users it supports.

History of the work accomplished to date:

In response to the COVID-19 crisis, Stevens reached out to the mayor of the city of Hoboken, NJ to offer consulting services to local businesses. During Fall of 2020, Stevens students began working with eMazzanti Technologies, a nationally and regionally recognized Managed System Services Provider (MSSP). They provide the following services, software licensing, hardware design and procurement, an IT service desk, systems maintenance, virus protection, cyber-security consulting, identity management services, website design, and ad-hoc technology consulting and project management.

Spring 2023 will be the seventh consecutive semester working with eMazzanti Technologies. Each semester we have developed a new, and interesting areas to collaborate and consult with the company. Our previous semesters spanned the areas of improving the company’s ticketing CRM system, examining their marketing materials, performing an industry analysis of the various companies utilizing their services, and identifying, defining, and prioritizing over 200 processes being used across the firm. For the highest priority processes, Stevens’ students have already created detailed process flows and recommended improvements to the top 20 most important processes identified by eMazzanti Technologies.

In the Summer, Spring, and Fall of 2022, the team worked with the eMazzanti team outlining the value and benefit of performing a Net Promoter Score (NPS) survey to understand what their client’s perception was of their services and their willingness to recommend eMazzanti to other people and companies. For many firms across all service industries, the NPS is considered the key measure of their customers’ overall perception of their brand.

The Summer 2022 team helped select the NPS survey software and generated an annual NPS survey for the key decision maker at each of their 435 customers. These surveys were distributed in the Fall be sent out once a year to each client going forward. eMazzanti expects there will be an upward trend in each company scores and their overall brand awareness. The Fall team developed a transactional NPS survey to provide to every customer who had a problem and opened up a service request. 

Spring 2023 Scope: 

The scope of work for the Spring team is to put the transactional NPS survey into effect, to develop statistics and operational reports for the service desk and sales team to utilize and to document the service desk team’s ability to solve their customer’s needs efficiently and effectively.

These customer “a-ha” moments are currently managed and performed by eMazzanti’s service desk team, technical support personnel, and ad-hoc project managers in a free form method. The Stevens team will ensure the specific processes (already documented in earlier semesters) and ways to introduce an NPS score survey after each customer interaction. More specifically, they also will have to determine how to create additional automated business process scripts. These scripts ensure follow-up actions are quantified and more consistently performed by all service desk personnel, in both positive and negative customer situations. 

This is a high priority project for the company. Successful implementation of these capabilities will allow the company to be very attentive to customer successes and failures in a real-time fashion. 

Preferred Team Qualifications:

MSIS, MBA and BIA Students with experience and interest in process innovation, survey design, Robotic Process Automation (RPA), data analytics, database design, data integration, and the use of APIs should consider this project.

A team will be composed of individuals, who collectively can provide experience in the following technical areas and advisory backgrounds. This experience can come from prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens:

For more information about this corporate partner, please click here:

https://www.emazzanti.net/about/

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