I'm excited to report that Information Builders won two 2017 Stevie® Awards from the American Business Awards association for top-notch customer support:
- A silver award for “Innovation in Customer Service” in the Computer Industries category
- A bronze award for “Customer Service Department of the Year” among computer software companies with 100 or more employees.
The judges evaluated more than 2,300 nominations from organizations of all sizes and industries to pick the winners of this year’s competition.
Receiving Stevie Awards year after year is a gratifying acknowledgement of the efforts of our Worldwide Customer Support (WCS) organization. Information Builders’ internal milestones back up the achievement: we logged a 90 percent customer satisfaction rate for 2016 and saw a 15 percent increase in revenue stemming from our Premium Support program during that same period.
Most of our customers now contact us online. Our new Technical Support Center averaged 22,000 visits per month during 2016—including approximately 3,000 new-name, unique users each month—representing a significant shift to self-service as the preferred support channel. That’s better for everyone, since it means customers resolve most issues on their own, allowing our support team to focus on unique cases that require expert intervention or handholding.
Here’s another telling metric: Our total case volume didn’t rise in 2016, even though our customer base grew—along with the total number of implementations. We’re also seeing growing participation in Information Builders’ user group programs, with attendance up 17 percent in 2016, especially at events in EMEA, India and the U.S.
The Stevies are just the latest in a series of awards that acknowledge Information Builders’ accomplished customer support team and the high quality of our business intelligence and analytics solutions. It’s great to see such steady progress, and so many satisfied customers!