CallidusCloud - Customer Service Department of the Year
Company: Callidus Software, Dublin, CA
Company Description: CallidusCloud enables its over 3700 customer companies to accelerate and maximize their lead to money process with a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote, and streamline sales compensation — driving bigger deals, faster.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year
Nomination Title: CallidusCloud Customer Service: Driving Retention Through Outstanding Support
Tell the story about what this nominated organization/department has achieved since January 1, 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.
In 2016, CallidusCloud continued its pattern of impressive growth and profitability, outpacing nearly all of its peers in the SaaS software space (SaaS revenues grew 31 percent to $115 million, and total revenues grew from $173 million in 2015 to $206.7 million in 2016), and expanded its customer base by 1,000 customers. In parallel to this growth, the CallidusCloud support team continued to build its capabilities and expand its performance to new levels of excellence.
CallidusCloud Support recorded a 97.52 percent case SLA achievement in 2015, even as SaaS year-over-year growth was greater than 30 percent (according to SIIA data, the average is 85-90 percent). Not only did this solidify the company’s relationship with existing customers but it contributed to positive word of mouth that attracted new customers. In a concrete way, support was a part of marketing for CallidusCloud. Over the course of 2015 and 2016, CallidusCloud Support’s Net Promoter Score grew by two full points.
As a result of this remarkable record, CallidusCloud Support was recognized by the Technology Services Industry Association (TSIA) as a TSIA Certified Support Staff Excellence Center for the second consecutive year, an honor bestowed based on Support’s ability to meet critical performance metrics to ensure the staff internalizes key elements of the training program and improves interactions with customers on a sustained level. Unlike other companies which only had certain support centers certified, CallidusCloud is certified on all Support Centers for all CallidusCloud Lead to Money products.
To make the process of seeking support easier, the company created a unified support experience across all the products in the Lead to Money suite to provide a single point of entry for customers supported by a single team, thus ensuring customers get the answers they need without being passed between departments.
Other process changes were implemented to help customers navigate Support as easily and quickly as possible. A new higher-touch customer onboarding process was introduced to start new customers down the path of success faster.
Perhaps most notable was the effective redesign of the Support Portal and CallidusCloud Community, which provide a valuable forum for customer self-service and peer-to-peer service. Customers can browse the knowledge base, take part in product discussion boards, and submit support tickets all from one place. These new resources saw explosive growth in 2016, with the number of Community users leaping by 289 percent and the number of posts surging by 188 percent over 2015.
In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).
-Recognized by Technology Services Industry Association as TSIA Certified Support Staff Excellence Center.
-Achieved Case SLA Achievement > 98% with 30-40% SaaS YOY growth, solidifying business relationships with new and existing clients
-Established a Global Project Management Office which plans and coordinates releases, upgrades and their deployment.
-New Escalation Process observed on all of product lines to enable customer issues to be more rapidly addressed and, when needed, to reach expert resources faster.
-Unified support experience provides the same level of service for all the products customers purchase – 24x7 support, Global Customer Community, One Support Portal, Unified escalation process.
-Weekly executive review processes enables executive visibility into customer satisfaction issues
-New, higher-touch Customer Onboarding Process.
-Quarterly NPS surveys sharpen customer focus and build a better customer culture
-CALD Assurance Team partners with implementation project teams to enable successful go-live and smooth customer transitions to production.