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 recognized by the National Customer Service Association and the American Business Awards for its exemplary customer service programs.
Ultimate was honored by the National Customer Service Association (NCSA) as the Service Organization of the Year in the Large Business category. The NCSA provides its members with the information and skills to build and nurture enduring customer relationships. Its annual awards recognize organizations that go above and beyond normal customer service duties, live organizational mission and values, and consistently provide excellent service.
Ultimate also earned three awards from the American Business Awards at the 11th annual Stevie Awards for Sales & Customer Service. Ultimate won a Silver Stevie® Award for Customer Service Department of the Year in the Computer Services category; a Silver Stevie® Award for Innovation in Customer Service in the Computer Industries category; and was chosen for the 2017 People’s Choice Stevie® Award for Favorite Customer Service in the Computer Services category. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contract center, business development, and sales professionals.
Ultimate has received many honors for its successful conversion to a collaborative (sometimes called “tierless”) support model. Traditional software support is delivered in a “tiered” structure, where customer calls are automatically handled by a “Tier 1” support representative. If not resolved on first contact, customers are escalated to multiple resources, resulting in delayed time to resolve customer issues. In deploying a tierless model, Ultimate designated an account manager for every customer and assigned a team of specialists and subject-matter experts who “swarm” each customer inquiry. This collaboration produces a faster resolution for the customer, with less time and effort required by the customer. As a result of implementing the new model, total time for Ultimate to resolve all customer support inquiries decreased by 60% over a 12-month period.
“One of the core beliefs of Ultimate’s ‘People First’ philosophy is that every interaction with our customers matters,” said Julie Dodd, chief services officer at Ultimate. “We view our customers not as users of our software, but as our partners for life. As a result, our Support Services team strives to constantly innovate in order to provide better service and an optimal customer experience. This approach has enabled us to record a 96% customer retention rate that leads the industry.”
About Ultimate Software
Ultimate is a leading provider of cloud-based human capital management solutions, with more than 33 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 3,800 professionals. In 2017, Fortune ranked Ultimate #7 on its prestigious 100 Best Companies to Work For list, its sixth consecutive year ranked in the top 25, and #1 on Fortune’s list of the 10 Best Workplaces in Technology for the second year in a row. Also in 2017, People magazine ranked Ultimate #2 on its 50 Companies That Care list, Brandon Hall Group honored Ultimate with its Gold Award in Technology, and the National Customer Service Association named Ultimate the Service Organization of the Year. Ultimate has more than 3,700 customers with employees in 160 countries, including Bloomin’ Brands, Culligan International, Feeding America, Major League Baseball, Red Roof Inn, 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.