ASHLAND, Mass.--(BUSINESS WIRE)--OnProcess Technology, a global pioneer in service supply chain management and optimization, today announced it has won the silver award for Customer Service Outsourcing Provider of the Year in the 2018 Stevie Awards for Sales & Customer Service. This marks the second year in a row that OnProcess was recognized by Stevie for using digital transformation to deliver superior post-sale customer experience and dramatically improved efficiencies and profitability for global businesses.
More than 2,500 nominations from organizations of all sizes and virtually every industry were evaluated in this year’s Stevie competition. Winners were determined by the average scores of more than 150 judges.
According to Stevie judges, “OnProcess has been laser-focused on providing service and support excellence. With its impressive use of automation technology and analytics, and proven ability to improve Net Promoter Scores (NPS) and reduce customer churn, OnProcess is clearly turning service into a differentiator for its clients.”
“With customer service being so crucial to business success and social media ready to expose service mishaps, OnProcess’ expertise in driving positive customer experience is in greater demand than ever. Our innovations in digital transformation are helping businesses throughout the world deliver exceedingly better post-sale customer interactions and achieve much greater retention rates at much lower costs,” said Mike Stann, Executive VP, Mobile Operations, OnProcess Technology. “We’re honored that Stevie continues to recognize the unique value we provide through our customer service engagements.”
OnProcess credits its employee retention and education programs, its use of Robotic Process Automation, which offloads repetitive tasks and frees agents to handle more complex service levels, and its recently rolled-out OPTvision real-time visibility and microanalytics platform, for its world-class customer service. Together, they help drive game-changing results for clients, such a U.S. cable operator whose NPS scores increased 250% while churn decreased, resulting in more than $12M in saved subscriber revenue.
About OnProcess Technology
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts and services following the sale of a product. The company’s deep expertise, purpose-built technology delivery and embedded, analytics-based process improvement, enable clients to quickly optimize and scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 23 languages and operates in six global facilities, including its Massachusetts headquarters and facilities in Maine, Costa Rica, India and Bulgaria. www.onprocess.com