Serco Strategically Leverages Vovici to Improve Readiness and Retention for U.S. Army
Leading Management Services Company Collects Valuable Feedback and Adjusts Infrastructure Support Services To Better Serve Soldiers
July 19, 2010
DULLES, Va.--Vovici, the leading provider of Voice of the Customer (VoC) and enterprise feedback management (EFM) solutions, today announced that Serco, a leading management and support services company, and U.S. Army Installation Management Command (IMCOM), have deployed Vovici as the technology platform to integrate feedback across the organization.
The Serco-IMCOM team sought a market-leading EFM solution that would help the organizations capture feedback from Soldiers and their families across global military installations to evaluate performance, program effectiveness and importance of services. The team also needed a solution that would help them support their Voice of the Customer process improvement initiatives and address the broader-scale health and welfare concerns of Soldiers and their families.
"We utilize both the Vovici Survey Workbench and Feedback Intelligence software systems to develop a 360-degree view of the customer," said Pam Holloway, the primary Serco management services consultant on the IMCOM support team. "Using Vovici’s software, we can systematically improve the quality of life for our Soldiers and their families."
Vovici has enabled the Serco-IMCOM team to capture meaningful insights to evaluate the performance and importance of IMCOM services to the soldiers, civilians and family members that it serves. "Vovici is our strategic business tool. We can apply the application broadly across the organization and we continually find opportunities where it can be used to replace inefficient processes and help us support IMCOM’s vision of ‘We are the Army’s home,’" continued Holloway.
The Serco-IMCOM team uses many of the feature-rich and flexible capabilities of Vovici to personalize surveys for their global military installations, respond to issues before they become problematic, and tailor reports to gain a system-wide view of user satisfaction levels. "Vovici’s flexible reporting enables us to filter reports for each region and custom-build reports specific to our needs," added Holloway.
The team also leverages Vovici’s powerful integration capabilities to analyze information from varied internal sources and agency-wide sponsored feedback systems. "Vovici is the only software I have seen that easily integrates with all our other tools," said Holloway. With their adoption of Vovici, the Serco-IMCOM team has greater control over the feedback process across their geographic operations and has improved business processes, program quality and more broadly, the health and well-being of Soldiers and their families.
"We are pleased to add Serco and IMCOM to our growing list of successful customers," says Greg Stock, CEO of Vovici. "Customers use the Vovici platform in so many ways, and we are proud of how Serco has applied our solution to improve the lives of honorable Soldiers and their families around the world."
About Serco and IMCOM
Serco, Inc. (www.serco-na.com), is the North American business unit of one of the world’s leading service companies that provides management services to all branches of the U.S. military, federal civilian agencies, state and local agencies and commercial customers. The U.S. Army Installation Management Command (IMCOM) is an U.S. Army organization with six regional offices worldwide that was formed in 2006 to manage U.S. Army installations and enhance the well-being of the military community.
About Vovici
Vovici is the leading provider of intelligent online survey management and feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. More than a thousand organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.
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