eVA, Pioneering e-Procurement - Eva.virginia.gov - Commonwealth ...

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Help Delivered Faster with New Phone System On average, eVA Customer Care answers about 1500 live calls and 775 emails a month--all while maintaining an above industry customer satisfaction rating between 94-98%. For a modest staff of only 10, those numbers are pretty impressive. But if you’ve ever contacted Customer Care, then you know first hand the level of customer service eVA Customer Care Specialists deliver everyday. Continuing their quest to deliver outstanding customer service, eVA Customer Care recently implemented a new phone system. “We are always looking for ways to improve our service and the new phone system provides some significant improvements as well as a better experience for our customers.” says Ghania Matias, eVA Customer Care Manager and newest member of the eVA Project Team. Top Reasons Callers Contact eVA Customer Care (1) Password reset and login information, both buyers and vendors (2) Registration assistance (3) eVA Account Maintenance, especially updating eVA commodity codes (4) Accessing and responding to Quick Quotes or Virginia Business Opportunity (VBO) solicitations (5) Technical assistance with using eVA site and online tools particularly assisting with troubleshooting browser and other computer issues (6) Creating, changing, and canceling purchase orders. The old system provided very basic information about calls coming into and going out of eVA Customer Care. The new system, a Cisco Voice Over IP, provides a wealth of information about each call. Callers can now choose the reason for their call from an options menu--helping to route them faster to the appropriate specialist for assistance. Matias shared that she thinks the best thing about the new phone system is being able to assist with time sensitive issues much faster. “For instance, if a vendor is having a problem responding to a Quick Quote that is closing that day, we can now help that caller faster because of the call routing features the system provides.” The phone system also tells the caller their expected wait time, as well as providing eVA management with real-time stats on calls and historical data. “With this data we can better manage staff planning, call volume forecasting, specialist education scheduling and specialist productivity analysis.” said Janne Erbe, eVA Customer Care Analyst and Assistant Manager. So far customers have been receptive to the change. “We are excited about the possibilities these added features bring to Customer Care and look forward to finding ways to provide even better service!” Contact eVA Customer Care! 866-289-7367 Hours of Operation 8-5 EST M-F except major holidays, and open with limited staff for a lot of the non-major state designated holidays Page Four
eVA Extra Attention Vendors! Coming soon to an area near you... The eVA outreach team is joining forces with other state agencies and local governments to bring you more information about How to Sell to the Commonwealth. Look for eVA at these events coming soon: Henrico County’s 5th Annual SWAM Supplier Event April 18th at Deep Run Recreation Center Department of Business Assistance-Growing Sales Seminar April 29th in Glenns, VA May 25th in Hanover, VA June 3rd in Va Beach, VA Log-on to www.vastartup.org for full details Save the Date... http://dps.dgs.virginia.gov/Forum2011/ November 14-16 Hampton Convention Center Page Five
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