January 12, 2018
January 2, 2018
The Importance of a Consistent Customer Experience: A Case Study (HDI)
“There are so many benefits that we see from HDI trainings, from increased enthusiasm to utilization of best practices to reduced turnover and eventually increased customer satisfaction,” says Bob Roark, VP of service management at NuAxis Innovations. “Our customers see the benefits of our dedication to customer service through the utilization of HDI standards on a daily basis through our ability to keep users productive.”
It all started…
In 2002 with a small team of passionate technologists with one goal in mind: To help customers derive the business value they seek from their IT investments. A simple, yet important mission that has since catapulted NuAxis Innovations into a solution-driven IT infrastructure support contractor for the federal government. Today, NuAxis partners with leading agencies like the Department of Labor and the Department of Interior, and has more than 350 employees across 22 states
Early on, they faced a major challenge within their support center: They needed to implement best practices and mature their overall support environment. And as a start-up, they had to do it quickly.
The team was reactionary. They weren’t on the same page. They had no formal processes to follow. Their customer interaction was inconsistent.
So they made an investment…
An investment in consistency. An investment in a common language and set of best practices crucial to the success of a customer-facing support team in its infancy. After all, there isn’t much the customer appreciates more than helpful, consistent answers and solutions from an entire support team—top to bottom. NuAxis chose HDI as their go-to partner in tech support excellence. Since 2003, NuAxis has made HDI training and certification a standard for the support team. All tier 1 and tier 2 employees now possess the knowledge and skills to both consistently solve the client’s technical issues, and to better connect on a more human, customer-centric level. Most importantly, they’re now poised to provide functional support that demonstrates clear value in relation to the business needs of the organizations they serve.
Being trained, certified, and consistent with industry best practices was a solid foundation, but for NuAxis, it didn’t stop there. Promoting and taking pride in their accomplishments was of paramount importance. As was continual improvement. To that end, they now have six support centers who have earned the HDI Team Certified Pinnacle of Excellence Award—an honor bestowed upon support teams where every member has achieved HDI certification.
6 of NuAxis’ support teams have earned the HDI Pinnacle of Excellence Award!
The NuAxis support team is a united front, armed with the knowledge and best practices to tackle any customer issue in a way that’s efficient, effective, and delivers on their promise of providing tremendous business value through their IT service and support.
January 31, 2017
IT Specialist and Best-Selling Author®, Bob Roark, Hits Amazon Best-Seller List With The Success Blueprint
FOR IMMEDIATE RELEASE
Vienna, VA – January 30, 2017 – Bob Roark, IT government contractor, has joined the legendary Best-Selling Author® and success expert Brian Tracy and a select group of ThoughtLeaders® from around the world to co-write the book, The Success Blueprint. This title aims to provide the reader with strategies to find success in their health, wealth, and lifestyle, and also features content from JW Dicks, Esq. and Nick Nanton, Esq., international Best-Selling Authors® and marketing experts. The book was published by CelebrityPress® and was released on December 22, 2016.
On the day of release, The Success Blueprint reached best-seller status in two Amazon.com categories – reaching as high as #6 in the category “Direct Marketing”. The publication also reached a ranking of #57 in the “Sales and Selling” category. Bob Roark contributed a chapter titled “Career Passion: Six Secrets That Will Double Your Salary,” which highlights the importance of finding your professional passion and gives tips on how to use that passion to propel you to bigger earnings.
CelebrityPress® describes the book:
A BLUEPRINT for SUCCESS is the architectural rendition of what success should look like. It will give you the detail and various views of the concept.
It is no secret that achieving goals is a personal and individual pursuit. Your goals are invariably different to those of your neighbor. One important secret in pursuing your goal is in your ability to identify it clearly and distinctly. Accomplishing any goal for success requires us to make changes to the identified product/service/present condition or situation, in order to produce what we are trying to achieve.
While difficult to define success succinctly, we have been given many pointers along the way. Successful and well-known people have always given us food for thought. A few examples are:
“Don’t let what you cannot do interfere with what you can do.” John R. Wooden
“A journey of a thousand miles begins with a single step.” Lao Tzu
“What the mind can conceive, it can achieve.” Napoleon Hill
“If opportunity doesn’t knock, build a door.” Milton Berle
The CelebrityExperts® in this book have dedicated themselves to their goals. Their blueprints include the good, the bad and the ugly. They are not afraid of success or failure. Their experiences will guide and mentor you as you pursue your own goals and begin designing your own SUCCESS BLUEPRINT.
After such a successful release, Bob Roark will be recognized by The National Academy of Best-Selling Authors™, an organization that honors authors from many of the leading independent best-seller lists.
Click HERE to order a copy of The Success Blueprint.
A portion of the royalties earned from The Success Blueprint will be given to Entrepreneur’s International Foundation, a not for profit organization dedicated to creating awareness for charitable causes.
About Bob Roark:
Bob is a results-driven Information Technology operations and service management executive with an unwavering focus on delivering world-class satisfaction for internal and external customers. With a broad range of technical and business experience across multiple industries, he drives business value for all stakeholders through continuous process improvements. Consistently achieving results by developing and retaining top talent, introducing best practices and standards, reengineering inefficient processes and systems, and building high-performance Information Technology infrastructure that supports multimillion-dollar profit growth, cost cuts, and operating efficiencies.
Bob is an MBA graduate of Western Governors University. He is the Vice President of Service Management for NuAxis Innovations, a solution-driven IT infrastructure support contractor for the U.S. federal government with offices in Washington D.C. and Denver, Colorado, and more than 350 team members across 22 states. Bob was also selected as one of America’s PremierExperts™ and holds numerous industry-leading certifications including Project Management Institute – Project Management Professional (PMP), HDI Support Center Director (SCD), Microsoft Certified Systems Engineer (MSCE), ISACA – Certified Information Systems Auditor (CISA), and several ITIL certifications.
If you would like to reach Bob, you can do so using one of the methods below:
About Celebrity Press®:
Celebrity Press® is a leading business, health and wellness book publisher that publishes books from thoughtleaders® around the world. Celebrity Press® has published books alongside Jack Canfield, Brian Tracy, Dan Kennedy, Dr. Ivan Misner, Robert Allen, Michael Gerber, Tom Hopkins, and many of the biggest experts across diverse fields. CelebrityPress™ has helped launch over 2000 best-selling authors to date.
Learn more at www.celebritypresspublishing.com
Dicks and Nanton Celebrity Branding Agency®