The ROI of a Service Culture

Community service is a big part of what we do here at Intradiem. In many ways, it defines our service culture. As the CEO, some of the things I am most proud of are the service projects we have done and the organizations we have supported – and there has been a huge return on investment for us as well.

We’ve made great strides this year toward realizing our vision of real-time service, enabling organizations to serve their customers with speed, accuracy and consistency. We continue to work hard toward fulfilling our mission of enabling real-time frontline workforces capable of this level of service by extending and enhancing our Intraday Automation solutions. But at the heart of this mission is a desire to empower those who serve.

Having this type of focus on service attracts servant-hearted people to our company. These are people who take great care of each other and their fellow employees, but most importantly, they take great care of our customers.

The “servant’s heart” value that we have here at Intradiem has really become a significant differentiator for us. It shows in the way our employees bend over backwards to satisfy our customers.

Every employee who works at Intradiem gets a week off to serve the community however they want. Not only is this work great for the community, but it’s also a lot of fun! But we don’t have to motivate them to do this – it’s in their DNA.

We are proud of our service culture here at Intradiem, not only because of what we do in the communities we serve, but because it translates into taking care of our customers and the culture it creates here for our employees.

This week, we will serve at 7 Bridges for Recovery, a shelter and recovery program for addicted lost and homeless. Over two days, 26 Intradiem employees – along with several of their own children – will serve lunch to residents and play outside with the kids who live at the shelter.

Last year, our employees built a shed and dining room tables, landscaped the grounds, and installed a new floor at the shelter. We even created a unique walking trail around the perimeter of the property for residents.

Last week, a group served lunch at MUST Ministries, a homeless outreach for men, women and children, and helped the disabled and disadvantaged at the Bobby Dodd Institute prepare for job interviews.

We have also begun working with Meals by Grace, helping families prepare weekly meals and reading to their children.

And from all of us at Intradiem, have a wonderful Thanksgiving!

About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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