Judges praise Clarizen for achieving a 98.06% Customer Satisfaction Rating (CSAT) rating in the midst of a global pandemic
SAN MATEO, Calif. – September 14, 2020 – Clarizen, the global leader in enterprise collaborative work management, today announced it was named the winner of the Gold Stevie® Award in the Customer Support Department of the Year category in The 17th Annual International Business Awards® today.
The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small – are eligible to submit nominations. The 2020 IBAs received entries from organizations in 63 nations and territories.
Despite the coronavirus pandemic forcing all Clarizen employees to work from home since mid-March, the customer support department has maintained a CSAT of 98.06% this year. That translates to 3x fewer negative reviews than the industry average. Clarizen also reduced customer service ticket response times to an average of just over one hour – a factor of 13 faster than the industry average.
Clarizen’s customer support department also won Gold Stevie awards in 2017 and 2019. The company was not eligible to submit an entry in 2018 because support director Joshua Santos accepted an invitation to serve as the award category’s judging committee chair. To date, the department has maintained at least a 98% Customer Support Rating (CSAT) for 16 consecutive quarters, reaching up to 99.01% in 2019.
“Our support team evolved out of a Customer Success department, which is the opposite of what traditionally happens as companies grow,” adds Santos. “Our support team’s customer first mentality reflects a tenet of the company culture and contributes to unmatched support in the fast growing B2B SaaS space. We’re thrilled to receive the global recognition the Stevie Award represents.”
More than 3,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories. Stevie Award winners were determined by the average scores of more than 250 executives worldwide who participated in the judging process from July through early September.
“Despite the unprecedented impact the COVID-19 pandemic has had on organizations and working people worldwide, the number and quality of nominations we received in this year’s International Business Awards attests to the continued outstanding performance of many organizations. The commitment we’ve seen through these nominations to maintaining the success, health, and safety of employees, customers, and communities is truly impressive,” said Stevie Awards president Maggie Gallagher.
As the ongoing COVID-19 crisis will prevent winners from receiving their awards on stage during a traditional gala IBA banquet, winners will be celebrated instead during a virtual ceremony on Tuesday, 1 December.
Details about The International Business Awards and the lists of Stevie Award winners are available at www.StevieAwards.com/IBA.
Clarizen connects work across the enterprise, turning ideas into strategies, plans, and action. With Clarizen, organizations can work the way they want to work and have real time visibility into all their workstreams. This keeps teams focused on the things that matter, delivers results faster, and helps them exceed their company goals and customers’ expectations. Thousands of global customers, such as Jones Lang LaSalle (JLL), Sodexo, De Beers, Ricoh, Box and Shaw Industries, across a wide variety of industries in 124 countries rely on Clarizen to help them achieve their business goals. To learn more, visit clarizen.com.
About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 nominations 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 www.StevieAwards.com.
+1 (954) 495-6786