FIS Softpro
Company: FIS SoftPro, Raleigh, North Carolina
Company Description: SoftPro is the leading provider of closing and title automation software in the nation, with over 50,000 users nationwide. Our products are designed to increase volume and revenue by reducing the time it takes to do closings. We were recently ranked #1 in Ease of Use, Reliablity, Overall Customer Satisfaction, and we were rated the Most Widely Used Closing and Title Software Solution.
Nomination Category: Team Awards Categories
Nomination Sub Category: Best Support Team
Nomination Title: SoftPro’s Support Team
1. Tell the story about what this nominated team achieved in the past year (up to 500 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:
In 2006, SoftPro’s Support Team was able to introduce major enhancements of its highly rated support processes at the same time as the company was adding 1,000 new customers and introducing major upgrades of its three main products – with 14 different upgrade paths and 9 “custom releases”.
With more than 11,000 customer sites and more than 50,000 end users, SoftPro is the nation’s #1 provider of real estate closing and title software. The SoftPro Support team serves companies ranging in size from small businesses with five or fewer users to Fortune 500 Companies with hundreds of users and offices spread across the country.
Supporting customers with such disparate needs requires a multifaceted Support
team. From a technology standpoint, you need people who are not only well
versed in SoftPro applications but also understand the environments where they
are used — from laptops and laser printers to enterprise servers and networked
file sharing. From an industry standpoint, you need people who understand every
step of the closing and title process and the role SoftPro applications play.
To maintain the level of support expected by SoftPro’s existing customer base
while bringing in 1,000 entirely new users, SoftPro’s Support Team undertook a
number of key initiatives. In 2006, the team introduced a series of free Web-
Based training classes that not only helped customers become more proficient
with their SoftPro applications but reduced their overall need for support.
The team also did a major reengineering of ProKnowledge, SoftPro’s web-
based “knowledge base.” The new process ensures that the site is continually
updated so that mission-critical information is instantly available not only to
SoftPro’s Customer Service and Support Teams but also to those customers who
prefer to self-diagnose and resolve problems.
In 2006, SoftPro’s Support and Customer Service teams began a new program of
cross training designed to ensure that more people would be able to resolve
more issues on the first call, without having to refer a question to another
team member.
The team was successful by every measure. In 2006, SoftPro’s 34-member Support Team received an average of 180 calls per day and roughly 3,600 per month. They were able to improve first-call resolution numbers by 32%. Average call length was cut by over 20%.
In surveys sent to more than a 1,000 users, customers were asked to rate the
SoftPro Support Team on a scale of 1 to 10 (10 being the highest) on a variety
of categories. They received a 9.0 on “timeliness of response,” a 9.6
on “helpfulness of staff” and a 9.8 on “courtesy of staff.” In an additional
survey, the team received a remarkable 98% “highly satisfied” customer rating.
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.softprocorp.com/C-News-061406.html
http://www.softprocorp.com/PDF/ProNews/2q2006news.pdf
http://www.softprocorp.com/PDF/ProNews/3q2006news.pdf
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Amy Riggsbee is the Vice President of Support Services for SoftPro. She joined
SoftPro in 1999 as a Support Analyst. As VP of Support Services, Amy has led
the SoftPro Solution Center in becoming the #1 rated support center in the
industry. Amy is a Certified Help Desk Manager and serves as Vice President of
Programs for the local chapter of Help Desk Institute. In addition to help desk
experience, Amy has 16 years of real estate industry experience.