Company's Service and Support Organization
Recognized for Remote Service Innovation of the Year and Superior
Achievement in Customer Experience
HOLMDEL,
N.J., April 17, 2024 /PRNewswire/ -- Docupace,
the leading operational excellence platform for financial advisors
and wealth management firms, has been presented with Gold, Silver
and Bronze Stevie® Awards at the 18th Annual Stevie
Awards for Sales & Customer Service.
Docupace's PreciseFP team won GOLD in the Remote Customer
Service Innovation of the Year category. The company was
awarded SILVER in the Achievement in Customer Experience –
Computer Software category for its "Breakthroughs in Customer
Experience" program and awarded BRONZE in the Achievement in the
Use of Data & Analytics in Customer Service category for
its "Enhancing Transparency through Customer Service"
initiative.
Docupace has significantly expanded and enhanced its Support
Platform over the past year and more − revamping the Client Support
Portal, completely reconstructing the phone queue system and is in
the process of rolling out expanded Customer Chat. These and other
changes have reduced turnaround times by more than 50 percent and
materially improved customer satisfaction.
Watch the Docupace Support Team reflect on the well-earned
recognition: Docupace wins 2024 Stevie® Awards for Sales
& Customer Service.
Finding A Better Way to Serve a Dynamic, Growing User
Base
Achievement in the Use of Data & Analytics in
Customer Service
Transparency and reporting are at the core
of delivering exceptional support in a digital world. Docupace
provides a dedicated client portal where users can submit issues
and questions directly to the Support Team, as well as receive
real-time updates on resolution progress. Integrating this client
portal with internal project tracking/management systems has
provided the Docupace Support Organization with indispensable
intelligence on performance and process improvement.
By leveraging data and analytics from this integrating system,
the Support Team has reduced its backlog of customer
support tickets by 86 percent during 2023. In addition, the
Support Team dramatically reduced turnaround times by 85
percent during the same time period.
Remote Customer Innovation of the Year – PreciseFP Team
While many technology platforms make
engaging with service teams a frustrating adventure, the PreciseFP
Support Team provides unparalleled support through real-time chat.
This multifaceted approach allows users to conveniently share
screenshots and other valuable information, enhancing the
troubleshooting process.
Since 2021, the dedicated team has responded to over
16,400 user inquiries with a median response time of less
than 45 seconds. The Team's unwavering commitment to prompt and
efficient customer service has earned them a median customer
satisfaction rating of 98% or higher.
The 18th Annual Stevie Awards for Sales &
Customer Service
The Stevie Awards for Sales & Customer
Service are the world's top honors for customer service, contact
center, business development and sales professionals. The Stevie
Awards organizes nine of the world's leading business awards
programs, also including the prestigious American Business
Awards® and International Business
Awards®.
Winners were announced during a gala event attended by more than
400 professionals from around the world at the Bellagio in
Las Vegas, Nevada on Friday, April 12.
"The high scores given the winning nominations in this year's
competition are evidence of the high levels of achievement
portrayed in them," said Stevie Awards president
Maggie Miller. "We join with the
judges and all members of the Stevie Awards community in
congratulating and celebrating the winners for their
accomplishments."
More than 2,300 nominations from organizations of all sizes and
in virtually every industry, in 44 nations and territories, were
considered in this year's competition. Winners were determined by
the average scores of more than 200 professionals worldwide on
seven specialized judging committees. Entries were considered in
more than 90 categories for customer service and contact center
achievements, including Contact Center of the Year, Award for
Innovation in Customer Service, and Customer Service Department of
the Year.
For a complete list of winners, please visit: 2024 Winners
in the Stevie Awards for Sales & Customer Service.
About Docupace
Docupace is a solutions provider
focused on digitizing and automating operations in the financial
advice and investment industry. Financial services firms use the
Docupace Platform (a cloud-based, integrated software suite) to
reduce back-office expenses, improve efficiency, strengthen
recruiting, and enhance the experience of advisors and investors.
With headquarters in Holmdel, New
Jersey, Docupace is proud to serve some of the largest
independent broker-dealers and registered investment advisers
(RIAs) in the financial services industry.
For more information, please visit www.docupace.com.
About The Stevie® Awards
Stevie Awards
are conferred in nine programs: the Asia-Pacific Stevie Awards, the
German Stevie Awards, the Middle
East & North Africa Stevie Awards, The American Business
Awards®, The International Business Awards®,
the Stevie Awards for Great Employers, the Stevie Awards for Sales
& Customer Service, the new Stevie Awards for Technology
Excellence, and the Stevie Awards for Women in Business. Stevie
Awards competitions receive more than 12,000 entries each year from
organizations in more than 70 nations. More than 1,000
professionals around the world participate in the Stevie Awards
judging process each year. Honoring organizations of all types and
sizes and the people behind them, the Stevies recognize outstanding
performances in the workplace worldwide.
Learn more about the Stevie Awards at
http://www.StevieAwards.com.
Docupace Media Contacts:
Ryan George
Chief Marketing Officer
ryan_george@docupace.com
Joseph Kuo / Donald Cutler
Haven Tower Group
jkuo@haventower.com / dcutler@haventower.com
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SOURCE Docupace Technologies, Inc.