Wolters Kluwer Global Customer Support Teams Receive Fourth Consecutive NorthFace ScoreBoard Award for Excellence
May 22 2015 - 9:00AM
Business Wire
Wolters Kluwer, a leading global provider of
information for healthcare professionals and students, announced
today that the global customer support teams for its
UpToDate®, Ovid® and Lippincott
Williams & Wilkins (LWW) product lines have each
received the NorthFace ScoreBoard AwardSM
from Omega Management Group Corp. This marks
the fourth time each team has been recognized by Omega for their
excellence in customer service and support.
Now in its 15th year, the NorthFace ScoreBoard (NFSB) Award
is presented annually to companies that, as rated solely by
their own customers, achieved excellence in customer satisfaction
and loyalty during the prior calendar year. Omega’s methodology
measures customer satisfaction and loyalty levels on a 5-point
scale (or equivalent) at least four times during the year in such
categories as technical support, field service, customer service
and account management. The 31 NFSB 2014 recipients are companies
that achieved a 4.0 or above out of a possible 5.0 or
equivalent.
“Our Customer Support team strives to ensure that healthcare and
information professionals from more than 18,000 institutions
worldwide get quick access to the information they need to make
important decisions,” said Cathy Wolfe, President & CEO,
Wolters Kluwer, Health Learning Research & Practice. “Operating
from 10 global support centers providing native language services,
platform customization and integration support, this team is the
reason we consistently deliver 95% customer satisfaction rates. It
is rewarding to see the team’s efforts recognized once again in
such a meaningful way.”
The awards were presented at Omega’s SCORE Conference 2015,
the only event in the customer service industry focused on Customer
Experience Management (CEM) best practices to acquire, retain, grow
and win-back customers.
“Wolters Kluwer prides itself on providing customers with
prompt, professional support at every touch point. Doing so has
allowed us to earn the trust of the 1 million clinicians in over
170 countries who rely on UpToDate to deliver evidence-based
answers to their clinical questions for improved quality of patient
care,” said Denise Basow, MD, Vice President and General Manager,
UpToDate at Wolters Kluwer Health, Clinical Solutions. “To have
achieved this honor from Omega for the fourth consecutive time
speaks volumes of the high value our Customer Support experts place
on exceeding expectations.”
“The NorthFace ScoreBoard Award recognizes organizations who not
only offer exemplary customer service, but who also center their
existence on a deep commitment to exceeding customer expectations,”
said John Alexander Maraganis, president & CEO of Omega. “In
2014, more than 250 projects, many international in scope,
were audited from 60 companies based in the U.S. and abroad. The
majority of companies are repeat recipients, which shows that,
despite the tough economy, implementing a CEM strategy is a
reliable, proven way to achieve business success.”
Omega’s research indicates that companies that consistently
achieve a 4.0 rating or above have reached the “Loyalty Zone.” This
means they have succeeded in locking in profitable, long-term
customer relationships, and this significantly raises the bar on
their competitors.
Follow UpToDate on Facebook, Twitter and LinkedIn.
About Wolters Kluwer
Wolters Kluwer is a global leader in professional information
services. Professionals in the areas of legal, business, tax,
accounting, finance, audit, risk, compliance and healthcare rely on
Wolters Kluwer’s market leading information-enabled tools and
software solutions to manage their business efficiently, deliver
results to their clients, and succeed in an ever more dynamic
world.
Wolters Kluwer reported 2014 annual revenues of €3.7 billion.
The group serves customers in over 170 countries, and employs over
19,000 people worldwide. The company is headquartered in Alphen aan
den Rijn, the Netherlands. Wolters Kluwer shares are listed on NYSE
Euronext Amsterdam (WKL) and are included in the AEX and Euronext
100 indices. Wolters Kluwer has a sponsored Level 1 American
Depositary Receipt program. The ADRs are traded on the
over-the-counter market in the U.S. (WTKWY).
For more information about our products and organization, visit
www.wolterskluwer.com, follow
@WKHealth or @Wolters_Kluwer on Twitter, like us on Facebook,
follow us on LinkedIn, or follow WoltersKluwerComms on YouTube.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20150522005158/en/
Wolters Kluwer | Health Learning, Research & PracticeConnie
Hughes, +1 646-674-6348Director, Corporate
CommunicationsConnie.Hughes@wolterskluwer.comorWolters Kluwer |
UpToDateAndré Rebelo, +1 781-392-2411Public & Analyst Relations
Managerandre.rebelo@wolterskluwer.com