Company recognized for project to improve customer service, driving
internal improvements while promoting customer loyalty
SAN FRANCISCO--(BUSINESS WIRE)--Sep. 9, 2013--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.”
"The theme of this year's InformationWeek 500 is digital business. It's
a movement, rooted in data analytics, mobile computing, social
networking and other customer‐focused technologies that are turning
companies and industries on their ear," said InformationWeek
Editor in Chief
Rob Preston
. "Every enterprise is now a digital business
— or needs to become one fast. The companies in our ranking are leading
the way."
InformationWeek identifies and honors the nation's most
innovative users of information technology with its annual InformationWeek
500 listing, and also tracks the technology, strategies, investments,
and administrative practices of some of the best‐known organizations in
the country. Past overall winners include Beth Israel Deaconess Medical
Center, PACCAR Inc., The Vanguard Group, CME Group, National
Semiconductor, Con‐Way, and Principal Financial Group. Unique among
corporate rankings, the InformationWeek 500 spotlights the power
of innovation in information technology.
Additional details on the InformationWeek 500 can be found online
at www.informationweek.com/iw500.
About Iron Mountain Incorporated
Iron Mountain Incorporated (NYSE: IRM) is a leading provider of storage
and information management services. The company’s real estate network
of over 64 million square feet across more than 1,000 facilities in 35
countries allows it to serve customers with speed and accuracy. And its
solutions for records
management, data
backup and recovery, document
management, and secure
shredding help organizations to lower storage costs, comply with
regulations, recover from disaster, and better use their information for
business advantage. Founded in 1951, Iron Mountain stores and protects
billions of information assets, including business documents, backup
tapes, electronic files and medical data. Visit www.ironmountain.com
for more information.
About InformationWeek
For more than 30 years, InformationWeek has provided millions of
IT executives worldwide with the insight and perspective they need to
leverage the business value of technology. InformationWeek
provides CIOs and IT executives with commentary, analysis and research
through its thriving online community, digital issues, webcasts,
proprietary research and live, in-person events. InformationWeek’s
award‐winning editorial coverage can be found at www.informationweek.com.
InformationWeek is produced by UBM Tech, a global media business
that brings together the world's technology industry through live events
and online properties. Other UBM Tech's brands include EE Times,
Interop, Black Hat, Game Developer Conference, CRN, and DesignCon. The
company's products include research, education, training, and data
services that accelerate decision making for technology buyers. UBM Tech
also offers a full range of marketing services based on its content and
technology market expertise, including custom events, content marketing
solutions, community development and demand generation programs. UBM
Tech is a part of UBM (UBM.L), a global provider of media and
information services with a market capitalization of more than $2.5
billion.
Source:
Iron Mountain Incorporated
For Media:
Iron Mountain
Christian
T. Potts, 617-535-8721
christian.potts@ironmountain.com
or
Weber
Shandwick
Katie Carbone, 617-520-7135
kcarbone@webershandwick.com