June 2011
 
 

Welcome to the June edition of Endeavoring!

The awards keep rolling in for Endeavor, as you'll see in this month's Company News section, which announces the company's inclusion in The Georgia Fast 40. This honor is awarded each year by the Atlanta chapter of the Association for Corporate Growth to companies that have shown exceptional, sustained growth both in revenue and headcount over a three-year period. This is just the most recent example of recognition the company has received related to its monumental growth after accepting the Atlanta Business Chronicle's Pacesetter award, as announced in April's edition of Endeavoring. Endeavor is both excited and honored at this recent acclaim, which would not be possible without its hard-working staff and Field Engineers.

Also be sure you don't miss the Company Spotlight, which features a very special message to our Field Engineers (FEs). The recently formed FE Engagement Committee has been busy soliciting feedback from Endeavor's invaluable field resources in order to understand the issues they face day in and day out. The article highlights some of the exciting initiatives they have already implemented that will improve communications and operational processes and ultimately ensure a positive and efficient experience for our FEs.

Finally, there are only a few days left before the deadline to sign up for Endeavor's annual Trick Our Truck contest, which awards Endeavoring readers with awesome prizes for their creative decoration of the patented Endeavor squishy van. The deadline to sign up for TOT is this Thursday, June 30th, 11:59pm EDT. To sign up or obtain more details, visit www.endeavortelecom.com/trickourtruck before the deadline.

We hope you've enjoyed this edition. See you in 30!

Your Team at Endeavor
editor@endeavortelecom.com


Spotlight

ENDEAVOR NAMED A 2011 GEORGIA FAST 40 COMPANY BY THE ATLANTA CHAPTER OF THE ASSOCIATION FOR CORPORATE GROWTH (ACG)

Endeavor is proud to announce that it has been selected as a Georgia Fast 40 Company by the Atlanta chapter of the Association for Corporate Growth (ACG Atlanta). Each year ACG Atlanta honors middle market companies based in Georgia that have shown the greatest growth in head count and revenue over the previous three years. Awards are presented to the top forty companies ranked on the basis of sustained revenue and employment growth over a three year period, with emphasis on the most recent year. Read the Rest


Spotlight

This month's spotlight article is a shout out to Endeavor's most valuable resources - the hardworking technical experts who represent Endeavor and our customers day in and day out at End User locations. That's right, I'm talking about Endeavor's team of 9,000+ Field Engineers (FEs) who work their tails off day and night, on weekdays, weekends, and holidays, delivering top notch installation and maintenance support for Endeavor's customers.

As Endeavor has experienced continuous growth, particularly over the last year, we've faced a variety of operational challenges, some of which have led to occasional frustration from our valuable FE partners in the field. We understand that during peak times FEs have experienced longer hold times than reasonable, whether it's been waiting to speak to Endeavor or one of our customers for testing or support. We also realize that at times customers have provided only minimal information pre-dispatch regarding what work must be performed onsite. While Endeavor provides our FEs with as much information as possible, we are reliant on customers to provide this documentation and in some cases, this information is simply unavailable. Still, Endeavor understands our FEs' frustrations and is making proactive steps to improve their experience and the ease with which they perform work for Endeavor each day.

In order to proactively address the concerns and frustrations experienced in the field, Endeavor has formed the FE Engagement Committee, which is devoted to soliciting feedback from our FEs and implementing more efficient, streamlined operational processes to make life easier for our onsite resources. The committee has already issued a comprehensive survey to each and every Endeavor FE in order to more fully understand their perspective and is actively tackling the areas which lead to most of the aggravation during a typical day of running Endeavor field dispatches.

In fact, we've already started trials of one new feature based on this feedback - a process that utilizes automated text messaging for communication between Endeavor and FEs regarding estimated time of arrival (ETAs) to scheduled dispatches. Not only will this ensure timely updates to customers regarding arrival times but will also save FEs the hassle of receiving numerous phone calls during the day or having to call in to report this information. Endeavor has also implemented an automated log-on process which, in many cases, allows FEs to log in to schedule dispatches via IVR (interactive voice response) technology without having to wait on hold to speak a member of Endeavor TAC.

These new features are just the most recent examples of the efforts Endeavor has made to improve the FE experience. Online Invoicing was introduced so FEs could forgo with the inefficiency of submitting paper invoices via snail mail, allowing them to perform all invoicing functions through ESP (Endeavor Service Portal). Endeavor also partnered with various mobile phone carriers to provide FEs with multiple options for calling in without spending their monthly minutes. Endeavor's partnership with techinsurance.com is another example of Endeavor's efforts to make life easier for FEs, by offering them an affordable option for acquiring the insurance needed to perform work for Endeavor.

Endeavor is far from finished in its mission to engage our FEs more effectively and to aggressively implement improvements based on their feedback. The FE Engagement Committee is looking forward to checking back with our field resources soon for additional feedback on the progress we've made. Until then, we want our FEs to know that we sincerely appreciate their tireless diligence in exhibiting first-class customer service and workmanship onsite for our customers and that we are 100% dedicated in our ongoing mission to optimize the experience with Endeavor.


Events

4th Annual Trick Our Truck Contest Registration Ends this Friday!
April 29 - June 30, 2011
Click here to enter!

Channel Partners Conference & Expo
August 24-26, 2011
Hyatt Regency McCormick Place; Chicago, IL; Booth 1322
Click here to register for the show!

 


Table of Contents

Staff Member of the Month

Field Engineer of the Month

Company News

Company Spotlight

Upcoming Events


Staffer of the Month

Staffer

Chuck from Atlanta

Chuck is a member of Endeavor's Service Delivery Team and has been chosen as Staffer of the Month for June. Chuck is a valuable asset to his team, completing time sensitive investigations and closures with the utmost urgency and accuracy. Additionally, Chuck has a positive attitude and is always willing to learn new responsibilities. Chuck is originally from Huntsville, Alabama, and has a Bachelors degree in Human Environmental Science from the University of Alabama. When he isn't busy closing dispatches at the TAC, Chuck enjoys attending sporting events, going whitewater rafting, and playing video games.



FE of the Month

FE

Patrick from Dallas

Patrick is an Endeavor Field Engineer in the Dallas, Texas, metropolitan area and has been working with Endeavor for more than four years. Patrick is very flexible when scheduling dispatches and is willing to go above and beyond to ensure that a customer site is completed per the scope of work. His seven years of networking and telecom experience are evident in the field. Patrick is originally from Fort Worth, Texas, and in his spare time, enjoys rooting for the Dallas Cowboys and spending time with his wife and two sons.

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