Transactional Net Promotor Score Tracking (NPS) and Surveying of End User Satisfaction combined with Robotic Process Automation Tool(s). Documenting NPS scores for all service desk calls and ad-hoc project completions.  eMazzanti Technologies has 435 customers with over 30,000 end users). 

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 202, 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.

Fall 2022 will be the sixth consecutive semester working with eMazannti Technologies. Each semester we have developed a new, and interesting area to collaborate and consultant 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 Spring of 2022, the team worked with the eMazzanti team and outlined 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, developed the actual NPS survey, and distributed the NPS survey to the decision maker at each of their 435 customers. Going forward, these surveys will be distributed once a year to each client to document the expected upward trend in the eMazzanti’s individual company scores and overall brand awareness.

The scope of work for the Fall 2022 team is to design several NPS enhanced forms and processes for the many, many, transactional, direct service interactions which happen each day with end-users, client IT support desks, and clients requesting ad-hoc project work.

These customer “a-ha” moments are currently being 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 identify 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 automated business process scripts that will be executed to ensure quicker, more consistently performed follow-up actions on both positive and negative outcomes, and ensure resolutions are resolved more effectively.

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. 

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 may have been gained through prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens: