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Replicon, Redwood City, CA

How to EnterCompany: Replicon, Redwood City, CA
Company Division/Group: Replicon
Company Description: Replicon was founded in 1996 by entrepreneurs Raj Narayanaswamy and Lakshmi Raj who had a dream to profoundly change the way software is experienced.Replicon is a global leader in cloud-based time tracking and management solutions, with more than 400 employees servicing more than 1.5 million users in 70 countries.The company has won numerous international awards for industry leadership.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: Replicon Delights Customers with a Hassle-Free Experience

Tell the story about what this nominated team achieved since the beginning of July 2012 (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:

Replicon, a 2013 winner of both the Silver Stevie® Award for Sales & Customer Service and Gold Network Products Best Customer Satisfaction Program awards, changes the way software is experienced.  This permeates every aspect of our organization, from product development to sales to customer service, to ensure that each customer consistently experiences the Replicon difference.  That difference is our “hassle-free” approach in delivering easy-to-use SaaS software, quick implementation, and anytime, anywhere access through the cloud and mobile.  Underpinning all of this is our passion to create the best customer experience bar none.

In order to deliver on this promise, we invested in building a world-class customer support team that delivers outstanding customer service to more than 1.5 million users in 7,800 companies in 70 countries around the world.  Replicon’s customer support team manages more than 33,000+ cases a year via live, global 24x7x365 customer support through multiple channels: phone, email and chat.  With a high same-day closure rate and a consistently high customer satisfaction rate since 2010 despite rapid growth, our customer support team is successful because we developed a rigorous and well-defined process that revolves around:

· Hiring the right people.  Out of every ten candidates for our customer support team, only two are selected.  We do not operate on a “workaround” mentality, but rather, we select out of the box thinkers who are focused on resolving the issue, not just closing the case.

· Not overly relying on leaders.  We build a strong and robust support database called Knowledge Base that informs our entire team, shortens our resolution time, and educates our customers via a dedicated Customer Zone on our company website.

· Going beyond solving the immediate issue.  Our customer support team mandates a regular schedule of follow-ups with each customer to ensure their needs have been met and there are no ongoing issues.  If we do not hear back from a customer after four days, we’ll check-in once a week until we know the customer’s issue has been fully resolved and we have their permission to close the case.  We go above and beyond to assist a customer by working directly with their ISP provider on a slow performance issue or walking through an issue with a customer’s administrative team to help resolve a related internal issue.

·  Maintaining a high-performance, yet fun culture. We keep a lively, yet competitive, work environment that keeps our customer support team happy and motivated.  Outstanding service is recognized and rewarded and this creates a close-knit team that enjoys coming to work every day.  We believe this happiness translates directly into the outstanding service we are able to provide our customers around the clock.

 

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

Nishchay Chaturvedi is Director of Customer Success & Support Operations at Replicon.  Nishchay is responsible for leading a team of 38 customer support representatives, who manage more than 33,000 customer issues a year. Nishchay started his career at Replicon as a customer support engineer six and a half years ago and quickly rose to the position of  Manager due to his continuous display of uncompromising, high quality customer service. He inspires his team to deliver hassle-free, scalable support solutions that delight our customers. Prior to Replicon, Nishchay held positions in customer support at Dell International and AOL.  Nishchay has a B.S. in Engineering.