At IFS we love talking about our customers, and the IFS Champions program is an opportunity for us to shine a light on individuals that are doing great things with their IFS solution. I sat down with Evalena Spriggs, Applications Support Manager at Bureau Veritas North America, to talk about service.
Hi Evalena! Please introduce yourself.
My name is Evalena Spriggs, and I am part of the digital solution group within Bureau Veritas North America. Although you many have not heard of Bureau Veritas, BV for short, we touch countless lives every day because of our work in testing, inspections, and certifications. So if you’ve ever ridden in an elevator, consumed food, or driven over a bridge, chances are BV helped make these aspects of life safer for you and the millions of others around the world who want to know that they can trust the things they buy and use. We have shaped a world of trust for over 200 years through our services.
What does a typical day look like for you at work?
One thing I love about being part of digital solutions in the applications group is that we don’t have a typical day! My day consists of making sure that the lights are on when it comes to our applications, and to make sure that our business partners are getting what they need from us on any given day. Sometimes that consists of making sure that we’ve added a certain field into an application and that it’s there for reporting purposes, other times it means making sure that our field technicians have the tools that they need to get their jobs done and making sure the billing team knows who they need to bill.
How does IFS come into this?
We use IFS Field Service Management, and we use that in one of our oil and gas groups that do second party inspections. So, they use IFS FSM for contract management, contract being project management, to make sure they know where the resources are, where their resources need to go, and also to set up their billing details.
Tell us about the team you work with and the roles they play?
I work with a dynamic group of individuals who make up our Information Systems Management Group (ISM) which includes our infrastructure team, our service desk, and our applications team. The way that I like to look at it is that our applications team is a car driving on the highway, and our infrastructure team builds the roads for us to ensure we can successfully get to where we need to go. The tires on the car are our service desk, so they make sure that everything is in good working order, and that we’re not going to run into anything unexpected. Of course, there is also the driver of the car, our application users.
Describe what great service means to you.
Great service to me means that when I walk into a room with any of the people that I work with, we walk out of the room as business partners and not in a tug of war; it means that we all come together and we say, OK, this is really what’s best for the company, this is what’s best for the individual, and this is where we can maintain our security, maintain our applications, and provide the best service to our customers that we can.
What is the service angle at Bureau Veritas?
Bureau Veritas is a business to business to society company, meaning we service other businesses but our services directly impact society. We consider our employees trust makers because we are really in the business of shaping a world of trust. Bureau Veritas helps its clients improve their performance by offering services and innovative solutions in order to ensure that their assets, products, infrastructure and processes meet standards and regulations in terms of quality, health and safety, environmental protection and social responsibility.
What would you define as your company’s Moment of Service™?
In a literal sense, I would define it as the moment our clients feels safe to sign off on a project. This Moment of Service is embedded in the work we do every day—partnering with our clients to shape a world of trust for consumers and communities.
One of our most recent initiatives, is our BV Green Line, which is a bundle of services that help companies achieve their sustainability goals and contribute to a more circular economy. Through our Green Line of services and solutions, we empower organizations – both private and public – to implement, measure and achieve their sustainability objectives. With our services, our clients can measurably demonstrate the impact of their ESG actions by making them traceable, visible and reliable.
Can you describe a moment when you’ve personally experienced good service?
One of the most recent services that I’ve run into personally is with the car industry. I had a bad experience with getting my windshield replaced on my Toyota FJ. When I walked into Toyota and I told them the problem I had and the history of it, they were willing to sit down with me to listen. They then explained what was going on, and how they could fix it and advised the expectation of what it would really cost. They continued to communicate with me throughout the service, which probably took about two weeks to repair, but now it’s done, and I feel better, and I know I’ll go back to them.
It sounds like they dealt with your issue well. Last question then, what do you like to do outside of work?
So being in applications, I am a nerd at heart. I like playing video games, and spending time with my wife. Playing video games is something that we both have in common. When we get the opportunity to drive out to Texas Hill Country, which isn’t a place that a lot of people know about, we enjoy visiting wineries and distilleries and disconnecting from the hustle and bustle of everyday life, at least for a little while.
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