Date: January 13, 2017 11:45 AM EDT
Ultimate Software (Nasdaq: ULTI), a leading provider of human capital management (HCM) solutions in the cloud, announced today that it has been named a Silver winner in the Support Department of the Year category in Best in Biz Awards 2016. Best in Biz Awards is the only independent business-awards program judged by members of the press and industry analysts.
Ultimate is being recognized for its successful conversion to a collaborative support model (sometimes called “tierless” support) in 2015. Traditional software support is delivered in a “tiered” structure, where customer calls are automatically handled by a “Tier 1” support representative trained to answer the most common support questions. More complex questions are forwarded to “Tier 2” support reps, sometimes “Tier 3”, and so on. The downside to this approach is that customers might be required to explain their issue to multiple support representatives, remain on hold while the issue is escalated, or be placed into a “Tier 2” support queue for call-back. This tiered support system, while a logical organizational structure, can require a high level of time and effort from customers.
In contrast, when a customer submits a question in a collaborative support model, it immediately goes to a team of specialists and multiple subject-matter experts who can then “swarm” the issue. Their collaboration produces a prompt resolution with less customer effort required. In 2015, Ultimate adopted a collaborative support model designed to “swarm” each customer inquiry to ensure that subject-matter experts reviewed and resolved each question quickly. This approach improves the speed of resolution and provides the customer with one central point of contact. The results were significant: after implementing the new model, Ultimate’s customer support inquiry resolution time decreased by 60 percent between May 2015 and June 2016.
“With this transformational innovation, we achieved our best year ever in terms of customer service and satisfaction,” said Julie Dodd, chief services officer at Ultimate Software. “Our 97 percent customer retention rate leads the industry and reflects our ‘People First’ approach to everything we do. Customers with support questions get a team of experts who knows them and their workforce and can resolve their case even faster.”
The sixth annual Best in Biz Awards garnered more than 600 entries from an impressive array of public and private companies of all sizes in the United States and Canada. Winners of Best in Biz Awards 2016 were determined based on scoring from an independent panel of 50 judges from widely known newspapers, business, consumer, and technology publications, TV outlets, and analyst firms including Forbes, Wall Street Journal, and Wired. For a full list of gold, silver, and bronze winners in Best in Biz Awards 2016, visit www.bestinbizawards.com/2016-winners.
To learn more about HRchitect and how we can help your organization and your Human Capital Management (HCM) technology needs, please request a consultation. As the leader in HCM Systems strategic consulting, we offer end-to-end HR technology consulting services focused around strategic planning, evaluation and selection, change management, implementation, project management and ongoing support of HCM systems of all types including Talent Acquisition, Talent Management, Learning Management, Workforce Management, Benefits, Core HR/Payroll, and more. Over the past two decades, working on thousands of successful engagements for clients of all sizes and industries across the globe, our knowledge of best practices continues to expand and our experience is vast and unsurpassed. We have expertise around all major HCM systems including Benefitfocus, WorkForce Software, Ultimate Software, Oracle, Taleo, SAP, SuccessFactors, Saba, IBM Kenexa, and more. HRchitect is a name you can trust for all of your organization’s HCM technology-related consulting needs.
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