Company Website:
http://www.ultimatesoftware.com/
WESTON, Fla. -- (Business Wire)
Ultimate Software (Nasdaq:ULTI), a leading provider of human capital
management (HCM) solutions in the cloud, announced today that it won the
2016 Technology Services Industry Association (TSIA) STAR Award for
Innovation in the Transformation of Support Services at the SMB Level.
TSIA is the world’s leading organization dedicated to advancing the
business of technology and services. Now in its 26th year, the STAR
Awards have become one of the highest honors in the technology services
industry. The “Transformation of Support Services” award recognizes the
organization that has designed and implemented the most transformational
strategies in the areas of customer experience, customer engagement,
support modernization, and technology adoption.
Ultimate was selected for the award as a result of its successful
conversion to a collaborative support model (sometimes called “tierless”
support) in 2015. Traditional software support has typically been
delivered in a “tiered” structure, where the customer calls in with a
support question that is handled by a “Tier 1” support representative
who typically can answer common support questions, but must escalate any
more complex questions to “Tier 2” support, and so on. The downside to
the traditional tiered approach to customer support is that customers
might be required to explain their issue several times to multiple
support representatives, be placed on hold as the issue is escalated, or
be placed into a “Tier 2” support queue to be called back. Traditional
tiered support, while a logical organizational structure, can require a
high level of time and effort for a customer support question to get
resolved.
In contrast, a collaborative support model means that when a customer
submits a support question, it immediately goes to a team of specialists
and multiple subject-matter experts who can then “swarm” the issue and
collaborate to determine a faster resolution for the customer, with less
customer time and effort required. In 2015, Ultimate adopted a
collaborative support model to “swarm” each customer inquiry to ensure
that a subject-matter expert reviews and resolves the question quickly.
This approach improves the speed of resolution and provides the customer
with one central point of contact. As a result of implementing the new
model, total time for Ultimate to resolve all customer support inquiries
decreased by 60 percent between May 2015 and June 2016.
“Our collaborative support model exemplifies Ultimate’s ‘People First’
philosophy and, ultimately, supports our goal to provide excellence in
customer satisfaction and maintain our industry-leading customer
retention rate,” said Julie Dodd, chief services officer, Ultimate
Software. “Ultimate’s ‘People First’ approach is the foundation of our
business, especially the partnerships built with our customers. Every
relationship with customers is treated as a lifelong partnership,
providing them with a wide range of services that goes beyond
traditional support and activation, with a focus on constantly improving
the experience for our customers.”
Ultimate offers a comprehensive set of services at no extra charge,
including a dedicated account manager, 24-7 phone and online support,
and unlimited training.
“We are honored to have received this award, and to be recognized by our
peers as being among the best in the business,” said Dodd. “It validates
why so many businesses turn to Ultimate not just for UltiPro’s HR
product and cloud technology leadership, but also for Ultimate’s equal
emphasis on customer service and long-term partnership.”
TSIA STAR Award winners are selected by TSIA’s service discipline
advisory board members. Some of this year’s winners in other categories
included Hewlett-Packard, Dell, Cisco Systems, and Salesforce. For more
information, or to view the full list of STAR Award winners, visit www.tsia.com/services-excellence/star-awards.html.
About Ultimate Software
Ultimate is a leading provider of cloud-based human capital management
(HCM) solutions, with approximately 30 million people records in the
cloud. Ultimate’s award-winning UltiPro delivers HR, payroll, talent,
and time and labor management solutions that connect people with the
information they need to work more effectively. Founded in 1990, the
company is headquartered in Weston, Florida, and employs more than 3,300
professionals. In 2016, Fortune ranked Ultimate #1 on its list of
10 Best Large Workplaces in Technology and #15 on Fortune’s 100
Best Companies to Work For list, Ultimate’s fifth consecutive year to be
ranked in the top 25. Ultimate was also ranked #8 on Forbes magazine’s
list of the 100 Most Innovative Growth Companies and ranked #1 in
customer satisfaction in G2 Crowd’s Summer 2016 Core HR Software Grid
report, based on user reviews. In 2015, Ultimate was named among InformationWeek’s
Elite 100, honoring innovation in business technology, and recognized as
a “Leader” in Nucleus Research’s HCM Technology Value Matrix. Ultimate
has more than 3,400 customers with employees in 160 countries, including
Bloomin’ Brands, Culligan International, Feeding America, Major League
Baseball, Pep Boys, SUBWAY, Texas Roadhouse, and Yamaha Corporation of
America. More information on Ultimate’s products and services for people
management can be found at www.ultimatesoftware.com.
UltiPro is a registered trademark of The Ultimate Software Group, Inc.
All other trademarks referenced are the property of their respective
owners.
Follow Ultimate Software on Twitter: www.twitter.com/UltimateHCM
and on LinkedIn: http://linkd.in/UltimateHCM
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Contacts:
Ultimate Software, Weston
Public Relations Contact: Darlene
Marcroft, 954-331-7444
darlene_marcroft@ultimatesoftware.com
or
For
Sales Information:
Ultimate Software, 800-432-1729
Website:
www.ultimatesoftware.com
Source: Ultimate Software
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