It's a big job leading a team that supports nearly 200 implementations across 120-plus companies! Equinox VP of Support, Chris Lowe, took on that responsibility in late 2020. In the three years since, he has reorganized staffing and streamlined processes to achieve remarkable satisfaction results among Equinox customers.
In the latest annual customer satisfaction survey, Equinox achieved a perfect Net Promoter Score of 100. Every single customer who responded indicated they would recommend Equinox's solutions. Chris reflected on this achievement: "Our score is a testament to the daily dedication our team demonstrates and that customers see firsthand. It also builds on the foundation that predecessors like Kevin Cantrell helped establish."
Key metrics from 2023: The support team handled over 2,500 tickets, maintained a first-response time averaging under 2 hours, and achieved a 98% resolution rate within SLA targets. The team also managed 15 major version upgrades and onboarded 3 new customers.
Chris continued, "I'm most proud of our team's ability to balance the day-to-day support needs with major upgrade projects. We've had our busiest year ever in terms of implementations, and customer satisfaction has never been higher."
The support team currently includes Ernest Howell, Christi Vanoye, Seth Haynes, Alex Vandyke, Jackson Holland, and Donovan Dorr, with Eric Bright having recently transitioned to the development team after a decade in support.