WESTON, Fla.--(BUSINESS WIRE)--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.
About Ultimate Software
Ultimate is a leading provider of cloud-based human capital management (HCM) solutions, with more than 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, Ultimate is headquartered in Weston, Florida, and employs more than 3,500 professionals. In 2016, Fortune ranked Ultimate #1 on its list of 10 Best Large Workplaces in Technology and #15 on its 100 Best Companies to Work For list, the fifth consecutive year to be ranked in the top 25. Ultimate was also ranked #1 on Glassdoor’s list of 25 Highest-Rated Public Cloud Computing Companies to Work For, listed #8 on Forbes’ 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. Ultimate has more than 3,500 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.