Company: SchoolMessenger, Los Gatos, CA
Entry Submitted By: Reliance Communications
Company Description: Founded in 1999, SchoolMessenger is the recognized leader in notification solutions, serving 1/3 of every K12 school in the US with emergency communication services. SchoolMessenger customers count on the notification service to deliver rapid alerts under any circumstance, while relying on the SchoolMessenger team to provide quality 24x7x365 support.
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: School Messenger Customer Service Team

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Tell the story about what this nominated team achieved since January 1 2012 year (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:

Founded in 1999, SchoolMessenger is the recognized leader in notification solutions, serving 1/3 of every K12 school in the US with emergency communication services.  SchoolMessenger customers count on the notification service to deliver rapid alerts under any circumstance, while relying on the SchoolMessenger team to provide quality 24x7x365 support.  The Support Department was there for help our customers during Superstorm Sandy October 29-31, 2012 (25 million messages were successfully sent).

Service Excellence Highlights:
-SchoolMessenger delivers emergency communications for 1/3 of all US K12 schools. Timely access to customer service & technical support is critical.

-Commitment to service is recognize by customers:

O 97.9% satisfaction (on closure of every single case)
O +75 Net Promoter Score (NPS) consistent over long period
O 98% overall satisfaction (random monthly survey of all customers)

SchoolMessenger provides support services through a toll-free 800#, e-mail and web-form 24x7x365 for all users for all issue types. 

Widely recognized in the Industry:

-eSchool News, Readers’ Choice
-District Administration, Top 100 Products
-Tech & Learning, Award of Excellence
-National Exemplary Bullying Prevention Program, Award Winner
-EdTech Digest Cool Tool- Communication Solution, Cool Tool Award Winner

What Customers Are Saying:

“School Messenger has great support.  The 5 minute guarantee improved my experience in that I no longer have to talk with an operator.  I get a support tech immediately. Lots of times support is aware there is an issue before we even know here.  That's fantastic!”- abonjour@nkcschools.org

“The support I've rec'd has always been excellent!”- cldwyer@galatiak12.org

“Your support team was EXTREEMLY helpful during Hurricane Sandy.  As a district on the south shore of Long Island, greatly affected by the storms, we relied on your team throughout.  They are wonderful!”- jdoherty@bellmore-merrick.k12.ny.us

“This is a wonderful feature, however it is also nice to have a  Key Technical support person to work with who knows they organizational history and use of the product.”  - hegwoodg@glastonburyus.org

“I really enjoy the easy-to-use interface and program tools. The implementation staff, Joe especially, was phenomenal. I don't have any suggestions right now, other than to keep up the great work.” -dgeorge@ridgeline.teamcfa.org

“I have always spoken to a live person as soon as I called. Support has been great especially during Sandy.”         - jsutton@lvcsd.k12.ny.us

“Your support team is great.  I recommend your company to my peers.  Your support team is truly an asset to your company and differentiates your company from your competitors.  I'm not making this up - I actually mean it.”- jrieflin@salem.k12.va.us

“I have never waited longer than 5 minutes and always find support helpful, knowledgeable and friendly.” - lshiskin@monroeps.org

“Your customer service has been outstanding, and it has been noted in our reports to administrators and our school board.” - pkeyes@bainbridge.wednet.edu

-Community Involvement - Social Responsibility:

SchoolMessenger supports its community by volunteering, providing district scholarships, fundraisers, and awards. The team volunteers in the community beyond their jobs.

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

Dustin Franks, Director of Support Services, leads the Customer Service team of 25 employees and serves as the primary project lead on dozens of School Messenger's school district implementations.

The Support team delivered a peace of mind to parents and the community, when over 25 million messages were sent during a 3-day period of Super storm Sandy. His team provides 24x7x365 support for all users for all issue types. The support team consistently scores 97.9%+ overall satisfaction with customers and delivers quality technical support within 5 minutes, guaranteed.

“During Hurricane Sandy, Dustin kept us on track and helped us be there for our customers. He is a great guy and always knows how to keep the team motivated to deliver the best for our customers”.