The company was recognised in the Customer Service Team of the Year – Recovery Situation category.
ECI Software Solutions announced it has been awarded a Gold Stevie Award in the 2020 Stevie Awards for Sales & Customer Service. The company was recognised in the “Customer Service Team of the Year – Recovery Situation – Technology Industries” category for revamping its support process to provide its growing global customer base with the best possible service.
The Stevie Awards for Sales & Customer Service are the world’s top honours for customer service, contact centre, business development and sales professionals. The Stevie Awards organises eight of the world’s leading business awards programmes, also including the prestigious American Business Awards and International Business Awards.
More than 2,600 nominations from organisations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.
ECI was lauded for its successful approach to updating its support programme to ensure the company was delivering consistent and reliable customer service worldwide as it continued to expand via acquisitions. David Collyer, Senior Vice President of Customer Experience, and his team led the revamp of ECI’s customer support process to reorganise teams and implement a new programme that refined processes and established cross-divisional and global customer success metrics. With its new programme in place, ECI was able to:
- Improve its net promoter score by 40 points from 2018 to 2019
- Improve average online response time to less than one day
- Improve its customer satisfaction (CSAT) score from 86% in February 2019 to 94% (15 points higher than the national average of 77%, according to the American Customer Satisfaction Index), which it has held consistently since July 2019
- Decrease average service call wait time to one minute and 23 seconds
“For a company with more than 30 product lines and a global customer base, creating a new collaborative customer support programme and experience was critical to ECI’s future success,” said Collyer. “With our new programme, ECI now has the tools and processes in place to provide our customers with industry-leading customer service and support that will scale with our company and our customers as both continue to grow. We are incredibly proud to be recognised for that programme revamp and will strive to continuously improve upon our service model to deliver the best possible experiences to our customers.”
“Developing a customer service programme that is tailored to the unique needs of our global customers is ECI’s primary focus,” said ECI CEO Ron Books. “David and his team are committed to ensuring our customers are always receiving the best possible support and services, and this award is confirmation that they are successfully fostering relationships with our customers that drive significant value to their organisations.”
