Customer Support Services White Papers
SumTotal Systems Case Study: JEA
Overview JEA was established by city of Jacksonville, Florida, in 1895. It is the 8th largest municipally-owned utility in U.S. with 400,000 customers and 2,000 unionized and non-union employees. The hardest challenge was to translate the company's service vision into important, relevant daily goals and activities for every employee. JEA began its transformation with a communication plan aimed at instilling the importance of customer service to its employees. They initially supported the customer service message through an expanded but simplified 360 feedback process, which included customer service metrics. In turn, each manager was accountable for including service-related performance goals for each direct report. Over time, performance against such goals has become a significant determinant of compensation for every employee in the organization.
| Publisher | SumTotal Systems | File Format | |
|---|---|---|---|
| Date Published | July 2007 | ||
| Format | Case Studies | ||
| Topics | |||
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