ECI News | Sales & Customer Service Win Gold Stevie Award

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ECI Software Solutions Wins 2020 Gold Stevie Award for Sales & Customer Service

Company recognized in Customer Service Team of the Year - Recovery Situation category

ECI Software Solutions, a leader in cloud-based business management solutions, today announced it has been awarded a Gold Stevie® Award in the 2020 Stevie Awards for Sales & Customer Service. The company was recognized 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 honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. More than 2,600 nominations from organizations 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 program 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 reorganize teams and implement a new program that refined processes and established cross-divisional and global customer success metrics. With its new program 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 program and experience was critical to ECI’s future success,” said Collyer. “With our new program, 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 recognized for that program revamp and will strive to continuously improve upon our service model to deliver the best possible experiences to our customers.”

“Developing a customer service program 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 organizations.”

The awards were presented to honorees during a gala banquet on Friday, February 28 at Caesars Palace in Las Vegas, NV. More than 600 executives from the U.S. and several other nations attended. Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.

About The Stevie Awards

Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at https://www.StevieAwards.com.

Sponsors of the 14th annual Stevie Awards for Sales & Customer Service include HCL Technologies, Sales Partnerships, Inc., and ValueSelling Associates, Inc.

About ECI

ECI Software Solutions provides industry-specific business software solutions and services, focusing on cloud-based technologies. For 30+ years, ECI has served small to medium-sized manufacturing, wholesale/retail distribution, building and construction, and field service organizations. Privately held, ECI is headquartered in Fort Worth, Texas, USA, with offices throughout the U.S., Canada, Mexico, England, the Netherlands, and Australia. For information, email info@ecisolutions.com, visit www.ECISolutions.com or call (800) 959-3367.

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