Iron Mountain® Incorporated (NYSE: IRM), the storage and information management company, today announced that it ranked 88 on this year’s InformationWeek 500 – a list of the top technology innovators in the United States. The full list is available at www.informationweek.com/500.
InformationWeek recognized Iron Mountain for successfully revamping its customer service processes related to issues resolution, billing and new customer activation. The project, a combination of technology and process improvements, enabled Iron Mountain’s service agents to access customer information more easily and resolve issues faster. Additionally, it provided new customers with a streamlined “on-boarding” experience and introduced a self-service portal for customers to pay and manage bills, cutting down on the volume of calls related to billing.
The project has delivered dramatic improvements. The company’s call center now resolves more than 70 percent of customer issues on the first call, a significant increase over the prior year’s level. The time it takes customers to navigate the phone menu has decreased from two minutes to less than 30 seconds. The time required to onboard new customers has dropped from an average of six days to under 48 hours, and more than 4,500 customers have used the self-service portal in its first three months.
“We want to make it easy for our customers to do business with us and enable them to feel in control of storing and managing their information,” said Tasos Tsolakis, executive vice president, chief information and global services officer for Iron Mountain. “This project had a single goal: Improve customers’ experience with us at every touch point. This meant introducing more technology into our call centers; empowering our service agents to solve more problems on their first call with customers; and creating an online portal so customers could do more themselves. Our employees readily embraced the changes, and our customers benefit from this project on a daily basis.”