Diligent Corporation - Innovation in Customer Service Management, Planning & Practice
Company: Diligent Corporation
Company Description: Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today’s complex, global landscape.
Nomination Category: Customer Service Categories
Nomination Sub Category: Award for Innovation in Customer Service Management, Planning & Practice - Computer Industries
Nomination Title: Diligent's Customer Service and Support
As the pioneer of modern governance, Diligent is relied on by 19,000 organizations and nearly 700,000 leaders in more than 90 countries. With unparalleled insights and highly secure, integrated SaaS technologies, we streamline the day-to-day work of board members, while supporting collaboration and secure information sharing. We serve some of the largest public governing bodies, including more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX.
At the heart of our success is our aptly-named Customer Success and Support organization. Because our clients include some of the most demanding board members and executives in the world, ensuring our support teams are properly trained and well-informed is vital to our success.
Year over year, Diligent’s Customer Success and Support teams achieve near-perfect client retention. Even amidst the recent uncertainty brought about by COVID-19, our teams have remained steadfast in the commitment to provide concierge-level service and exceptional accessibility to ourusers around the globe.
When the pandemic struck, our clients faced the daunting task of both managing the crisis and sustaining their operations. Diligent’s Customer Success and Support organization rose to the challenge and served board members, C-suite executives and leaders across the globe with the tools they needed to secure a virtual workforce, plan for business continuity, and manage the impacts of the pandemic.
As further evidence of our innovation in customer service, Diligent has experienced unprecedented growth in recent years. We were even named as a Fastest-Growing Company in North America on Deloitte’s 2020 Technology Fast 500™. This recognition is due to the dedication of our Customer Success and Support organization and our commitment to developing best-in-class SaaS solutions for our customers around the world.
Diligent’s overall Net Promoter Score (NPS) is 62 and our specific score among board members, director and c-suite users is 61 – far outpacing the average NPS score of 30 for SaaS companies. Considering Diligent serves some of the most influential board members in the world, this achievement is all the more impressive.
Our 2020 implementation survey results also highlight the importance of customer service and satisfaction to Diligent’s overall success. Of 690 surveys received, 672 users gave Diligent a score of 4 or 5 out of 5 (97%), while 496 users gave Diligent a score of 5 (72%). These results showcase the commitment of our Customer Success team, and the white-glove level of support provided to our customers.
To date, Diligent has taken 116,886 customer support calls with a 93.67% total call pick up rate. The average customer survey feedback score is 4.89/5, demonstrating that importance of personalized service in times of crisis. In addition, the customer support team’s quickness to respond scored a 4.79/5; support representative politeness scored a 4.595/5; and satisfaction with customer representatives scored a 4.94/5. This is remarkable given how the pandemic has impacted both our support teams and our clients.
The structure of our Customer Success and Support organizations is truly at the core of our success. Our Customer Success and Support teams use a “follow the sun” model in North America, Europe and New Zealand to provide unlimited, 24/7/365 phone and email support as a standard feature of all contracts. We also provide toll-free support in more than 25 countries, an online chat feature, and an online help center to ensure customers get the help they need, no matter where they are. Recent pandemic restrictions aside, our Customer Success team typically provides one-on-one training for every user via in-person meetings, phone tutorials, and even weekend house calls.