Meals Plus Help Desk Ranked Among 50 Best for the Second Year in a Row!

Last year, Meals Plus was ranked 23rd in the world for award-winning customer service by the HDI Customer Satisfaction Index. This year, the best technical support team in K-12 child nutrition jumped up six spots to be ranked 17th in the HDI CSAT Elite 50!

meals plus supportHDI is the world’s largest certification body and professional association for technical support professionals. The HDI CSAT Elite 50 are ranked based on their customers’ overall satisfaction ratings during the calendar year, and were officially recognized at the HDI Annual Conference and Expo this month.

“To be ranked among such an impressive group of support centers from around the world is a thrill for our team,” said Meals Plus Vice-President Jeff Flynn. “It reinforces that our hard work and dedication is exceeding our customers’ expectations and it is gratifying to be recognized by the world’s leading tech support organization.”

Congratulations to the Meals Plus Team, and thank you for helping child nutrition departments across the country “keep their lunchlines moving”!

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Meet the Meals Plus Support Team – Tye

Get to know the members of the Meals Plus Technical Support Staff! Tye is a Technical Account Specialist, so if you call the Meals Plus Help Desk or receive onsite training for your Meals Plus school lunchroom software, Tye may be the one to provide you with excellent customer support.

free_nutritional_analysis_softwareThe Dish: How long have you been with Meals Plus?
Tye: I have been with Meals Plus since March 2015.

TD: What duties does your position entail?
T: As a member of the Help Desk, I am responsible for onsite training, troubleshooting and resolving software/customer issues.

TD: What do you like most about working with Meals Plus?
T: I enjoy traveling and meeting new people. I love troubleshooting our customer’s issues and finding a resolution. My teammates are an awesome group to work with as well.

TD: What do you like doing in your free time?
T: I love listening to music, writing poetry, and spending time with my family.

TD: What was your favorite meal when you were in school?
T: Pizza with tater tots!

For more on the Meals Plus Support Team, click here!Cafeteria_technology_Support

Meet the Meals Plus Support Team – Gordon

Get to know the members of the Meals Plus Technical Support Staff! Gordon is a Technical Account Specialist, so if you call the Meals Plus Help Desk or receive onsite training for your school lunchroom software, Gordon may be the one to provide you with excellent customer support.

lunch_program_in_schoolThe Dish: How long have you been with Meals Plus?
Gordon: I have been with Meals Plus since January 2015.

TD: What duties does your position entail?
G: As a member of the Help Desk, I am responsible for assisting Meals Plus Customers both on the phones and in person.

TD: What do you like most about working with Meals Plus?
G: I enjoy helping people solve puzzles, so I enjoy finding solutions for our customers.

TD: What do you like doing in your free time?
G: Photography is my current hobby, but I get a new hobby about every six months. In the last two years, those include: origami, ukulele, cooking, board games and puzzles. Also, I like to climb the world’s smallest mountains.

TD: What was your favorite meal when you were in school?
G: Corn dogs!

For more on the Meals Plus Support Team, click here!

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Meet the Meals Plus Support Team – Debra

Get to know the Meals Plus Support Team! Debra is one of our Technical Account Specialists, who helps make sure our customers receive the best tech support in K-12 child nutrition.

food service managementThe Dish: How long have you been with Meals Plus?
Debra: I have been with Meals Plus since November 2014.

TD: What duties and responsibilities does your position entail?
D: I assist with Meals Plus Help Desk and training.

TD: What aspects of your position do you enjoy the most?
D: I enjoy being able to help people, troubleshoot and resolve their issues.  I also like traveling onsite and working with our customers.

TD: What do you enjoy doing in your free time?
D: I enjoy spending time with friends and family, watching football, going to the beach and anything that involves the outdoors.

TD: What was your favorite lunch when you were in school?
D: Pepperoni pizza (surprisingly not the square kind) and waffle fries.

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Meals Plus Recognized for Elite Customer Service and Support

Meals Plus has been ranked 23rd in the world for award-winning customer service, as determined by the HDI Customer Satisfaction Index. The Meals Plus Technical Account Specialist Team was awarded a spot on the 2015 HDI CSAT Elite 50 for overall satisfaction ratings provided by our customers over a 12-month period.

meals plus supportHDI is the world’s largest professional association and certification body for technical service and support professionals. The fifty support centers with the highest scores are part of the Elite 50, and the ranking within the top fifty is based off of the average of the year’s responses to the fifth question on the survey: “How satisfied are you with the overall service experience?”

“We are extremely proud of our team,” said Meals Plus Vice-President Jeff Flynn. “We are dedicated to providing the best service to our customers day in and day out, and are honored to be recognized by a worldwide organization like HDI.”

Congratulations to the Meals Plus Team!

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Meet the Meals Plus Team – Tim

Get to know the Meals Plus Team! As the Information Technology Manager, Tim is responsible for keeping our IT services up to date, and running smoothly. He makes sure all employee workstations are running smoothly, making a major impact on Meals Plus’ speedy customer service! Tim also operates Meals Plus’s cloud based data backup and server monitoring.

Tim holds many accreditations, including Microsoft Certified Solutions Expert, Microsoft Certified Professional, Microsoft Certified Solutions Associate, Cisco Certified Network Associate, CompTIA Security+ certification, VMware Certified Professional and Apple Certified Help Desk Specialist.

USDA approved child nutrition softwareThe Dish: How long have you been at Meals Plus?
Tim: Over five years.

TD: What duties and responsibilities does your position entail?
T: Managing all aspects of the company’s IT, including network equipment, servers, workstations, policies, security, and user training.

TD: What aspects of your position do you enjoy the most?
T: Staying current with new technologies and utilizing technology to get work done more efficiently. Then being able to pass that information on to our customers and the help desk teams so that they can help better our customers.

TD: What do you enjoy doing in your free time?
T: Spending time with my family at the beach.https://blog.mealsplus.com/meals-plus-2015-statistics-are-in/https://blog.mealsplus.com/meals-plus-2015-statistics-are-in/https://blog.mealsplus.com/meals-plus-2015-statistics-are-in/

TD: What was your favorite lunch when you were in school?
T: I loved taco day!

Click here to meet the rest of the Meals Plus Team!Trail_school_software

 

Meet the Meals Plus Support Team – Karen

Get to know the Meals Plus Team! Joining us in March of 2013, Karen is the newest member of the Meals Plus Help Desk. She is originally from Venezuela and is fluent in both English and Spanish. She has spent the past three years working for one of the major U.S. mobile carriers where she provided award-winning technical support, customer services and training.

school lunch softwareThe Dish: How long have you been at Meals Plus?
Karen: I joined the Meals Plus Team in March of 2013.

TD: What duties and responsibilities does your position entail?
K: I help troubleshoot customer’s issues to find a solution to their concerns while ensuring customer satisfaction on every interaction. When necessary for product implementation and customer training, I will travel to customer’s sites.

TD: What aspects of your position do you enjoy the most?
K: I enjoy the daily interaction with clients and the ability to help them by finding solutions to their technical issues.

TD: What do you enjoy doing in your free time?
K: I love cooking. I enjoy playing beach volleyball, and I like going to the park to go rollerblading. Traveling is probably my favorite thing to do!

TD: What was your favorite lunch when you were in school?
K: Shredded beef, white rice and black beans, with fried sweet plantains, which is a traditional Venezuelan lunch.

Click here to meet the rest of the Meals Plus Support Team!Cafeteria_technology_support

Positive Technical Support Experience with Alvord Unified School District (CA)

We recently asked Meals Plus customer, Ramon Torres, Bilingual Clerk Typist/Secretary at Alvord Unified Alvord Unified School DistrictSchool District in Riverside, California about his technical support experience with our Meals Plus Technical Account Specialist, Tony. Ramon was designating a different task to each of his two computer screens – point of sale on one, and student eligibility on the other.  He knew the Meals Plus system was capable of having multiple modules running on the same screen at once, so he made the call to our help desk to find out how.  Ramon described the call with Tony as follows: “Positive IT was an excellent experience. Tony determined after running several diagnostic checks that it was a video card hardware acceleration setting issue and was able to resolve it remotely.”

Tony quickly diagnosed the problem, and used remote assistance program, TonyGoToAssist, to take control of Ramon’s computer and not only fix the problem, but give Ramon a ‘how-to’ in the process.  Now Mr. Torres is able to open multiple Meals Plus modules on the same screen, greatly assisting him in cross referencing information.  As a final comment, Ramon added, “It was a great experience; I thanked Tony for making my day, and I am now able to get my work done without jumping from one workstation to the next. Thank you again and keep up the good work!”

It is stellar diagnostic work such as this, that allows Meals Plus Technical Support to maintain our 98% positive feedback rating.* View more Meals Plus customer support statistics here.  

*Based on September 2013 post-call survey results.School_nutrition_software_information

 

Meals Plus Customer Support Goes Above and Beyond

Meals Plus Customers know first-hand that our Technical Account Specialists are not only friendly, but knowledgeable. Our “first call resolution” percentage is always 90% or above, which means 9 out of 10 times you call our Help Desk, your question is answered immediately and you don’t have to wait for a call back. In the off-chance that they don’t know the answer to your question, they find the answer in a timely manner so you can get back to what’s important – feeding children!

school cafeteria software supportOur Help Desk staff is also known for going “above and beyond” the call of duty, such as Dolly did last month when Marilyn Enyart, Food Services Supervisor at Bloom-Carroll Local School District in Carroll, Ohio, called in to the Help Desk. Marilyn had a question about our Free and Reduced management software that Dolly was able to assist her with quickly, but when a concern about the district’s interpretation of the eligibility chart arose, Marilyn was ready to contact the Ohio Department of Education herself. But after she and Dolly hung up, Dolly did a little investigative work of her own, found the issue and called Marilyn back immediately with a solution. In a support call follow-up survey, Marilyn noted, “[Dolly] was great!… I am glad that she  was caring enough to look further into my situation after I hung up.”

For more on our Help Desk, including customer support statistics and our Service Level Agreement, click here!

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Meet the Meals Plus Team – Julia

Get to know the Meals Plus Team!  Julia Barnette is an integral part of the Meals Plus Team as our Product Analyst. She works with the Development and Support Team to ensure our cafeteria software meets your district’s needs.Julia

The Dish: How long have you been at Meals Plus?
Julia: I’ve worked for Meals Plus for 8 years and 4 months!

TD: What duties and responsibilities does your position entail?
Julia: I am charge of tracking customer information to ensure that the correct software is delivered to customers and that they are satisfied with everything that they had requested from Meals Plus.

TD: What aspects of your position do you enjoy the most?
Julia: I love the satisfaction of helping customers with things that they need and want.

TD: What do you like to do in your free time?
Julia: I enjoy painting, reading, playing games with my kids as well as going to the lake and the beach.

TD: What was your favorite lunch when you were in school?
Julia: Definitely square pizza with chocolate milk and corn!

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