Company: HRsmart, Richardson, TX
Company Description: HRsmart’s mission is to provide technology, professional expertise and exceptional support services to companies, enabling them to effectively recruit, manage and retain top performers. Our current technology application suite includes Applicant Tracking, Performance Management, Learning Management, and Career Development and Succession Planning.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: HRsmart Client Services Department

Tell the story about what this nominated organization/department achieved since January 1 2013 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

HRsmart is proud to announce its highest customer service ratings of all time in 2013. Since August of 2012, our quarterly client satisfaction survey to our global client base was continually returned with consistent ratings of 8/9 out of 10. The score blends the satisfaction rating across professionalism, timeliness, consideration, knowledge of the software and quality. Our response rate for each quarter managed to stay at an average of 76% of clients.

This success in our client satisfaction can be credited to the many positive changes which HRsmart has made since the summer of 2012. Firstly, HRsmart rolled out our You First campaign, in which our customer service department began to reach out on a monthly basis to each customer personally, regardless of problems, and asked how they were doing. This provided an opportunity for customers to voice any current or foreseeable concerns, which helped set the stage for our client services team to transition from a reactive department to a proactive department.

Secondly, in 2012, HRsmart was able to launch two new support offices in Beirut, Lebanon and Cebu, Philippines, in order to provide true 24 hour support for our clients. The customer service department prides itself on local support with a global reach, and this initiative has managed to not only give our clients more hours in the day, but also more individualized support. This global campaign has allowed us to continually increase our support staff so that each client services representative has less than or equal to 20 clients. This keeps our named account manager so that each client always has the name of a person to call, along with their undivided attention.

This is also HRsmart’s 5th straight year of 90+ customer retention, which has consistently outpaced those of our competitors. But not only are our clients continuing with HRsmart, but 20% of them are choosing to upgrade to another module.

In September of 2013, HRsmart hosted its 3rd annual client forum where we had record attendance with over 100 registrants from all over the world. This was a 32% increase since last year’s client forum.

Finally, HRsmart prides itself on its close personal relationships with many of its clients. The email below is an example of one our clients gratitude after HRsmart provided a generous donation in the name of a recently deceased family member:

“My apologies for taking so long to get this email out to you but I wanted to take a brief moment to express my appreciation for the kind gesture you and the team at HRsmart displayed (…). This is yet one more thing that sets y’all apart from so many companies. I can’t find the words to adequately express my appreciation. Just know that your actions speak volumes about the class act that is HRsmart. Thank you so much for being the great group of people and company that you are. Have a great rest of the week.”

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:

David Alcaraz is responsible for developing the infrastructure, sales, client support, and implementation of HRsmart's operations in Europe, Middle East, and North Africa.

Prior to joining HRsmart, Alcaraz served as Vice President of Product Management for Monster Worldwide, where he was responsible for managing Monster's eBusiness and solutions product roadmap and innovation pipeline in Europe.

Alcaraz was also Director of Product Strategy for Mr. Ted, a leading provider of talent management solutions, and was the Founder and CEO of ARISE, an international online job board and recruitment agency.

Alcaraz oversees the North American direct and partner customers through his management team, which includes Heather King, USA and Quinn Romanowich, Canada.

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