SAN FRANCISCO--(BUSINESS WIRE)--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.
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.
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