Company: BrightMove
Company Description: BrightMove, Inc. pioneered Applicant Tracking Software (ATS) in 2005 and is now a global innovation leader in the hiring technology and recruiting software industry. Headquartered in St. Augustine Beach, Fla., BrightMove provides a cloud-based platform for Recruitment Process Outsourcing (RPO), Staffing and Human Resource teams around the world.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Business Service Industries
 Nomination Title: Our #1 Goal Is To Build Software Our Customers Love To Use
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 198 words used.
David Webb and Jimmy Hurff, who are life-long friends, owned an staffing agency in Jacksonville, Fla., and soon discovered that they didn’t have the right tools to manage their business. The hiring software they were attempting to use didn’t provide them with the staffing solutions that they needed. They compared ATS after ATS and nothing met their needs. They wanted speed, simplicity and functionality. Both Jimmy and Dave are accomplished software engineers, so they turned their frustration into opportunity. They set out to create new tools that would help them to optimize the business, help their clients find better candidates, all while pioneering the recruiting industry. These new tools evolved into the first version of BrightMove in 2005.
BrightMove has received many awards, including three Stevie Awards for customer support in 2018 and 2019; Software Advice recently named us on their list of 2019 Front Runners for ATS; Software World selected us as a Top Rated ATS in 2019; HRO Today’s Baker’s Dozen ranked us in 2019 as #3 for Quality of Service Leaders; #4 for HRO Today Talent Management Technology Baker’s Dozen Overall Leaders; and #8 for both Breadth of Features Leaders and Size of Deals Leaders.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the organizations customer service achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 85 words used.
Since July 1, 2020, which overlaps with the period referred to as the Great Resignation in the Staffing & Recruiting industry, our Customer Support team resolved 6,532 cases with a 97.7% Satisfaction Score. 47% of the time, they were resolved on the first touch. Further, nearly a quarter of them were resolved within the first 4 hours and 31% of the tickets were resolved within the first 24 hours. 51% of all tickets were resolved within the first 7 days of being submitted.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
At BrightMove, our #1 goal is to build software that our customers love to use. BrightMove provides back-office support to the business service industry of Staffing & Recruiting. Our entire team at BrightMove is 100% aligned with our #1 goal and the performance of our support team is proof of that.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 148 words used.
As the world grappled with a global pandemic, the BrightMove support team continued to deliver excellent support to our customer base. As hiring and recruiting ramped up, our team continued to meet SLAs. Their support to our customers helped people find good jobs and is in no small part some of the fuel that was needed to help get the economy restarted. Subsequently, it also also launched BrightMove to the next level. In the 2nd half of 2020 and over the entire year of 2021, BrightMove achieved the best commercial growth it has ever experienced in its history. From 7/1/2020 to 9/1/2022, our customer portfolio increased by 97%. Customer churn was 0%. Over that same time-period, annual recurring revenues grew by 149%. To achieve such high one-touch rates and satisfaction rates during a period of tremendous growth speaks volumes to the excellence of the BrightMove Customer Support team.
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