Company: Docupace
Nomination Submitted by: Haven Tower
Company Description: Docupace is a solutions provider focused on digitizing and automating operations in the financial advice and investment industry. Financial services firms use the Docupace Platform (a cloud-based, integrated software suite) to reduce back-office expenses, improve efficiency, strengthen recruiting, and enhance the experience of advisors and investors. Its headquarters is in Los Angeles, California.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Woman of the Year in Customer Service
 Nomination Title: Debbie Miller, Vice President, Customer Support and Training
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 69 words used.
The attached supporting materials substantiate Debbie Miller’s transformative impact on Docupace.
NPS Score Fall 2023
Customer Service Score 2023, 79.92%
NPS Score Summer 2024
Customer Service Score 2024 82.52%:
Employee Engagement Score from April 2022-Aug 2022 that shows impact of Debbie’s leadership within 5 months. Higher than the company’s score.
December 2022 Employee Engagement Survey. No struggles, all in blue.
Employee Engagement Survey April 2024.
Turnaround Time.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 200 words used.
Debbie Miller has demonstrated exceptional leadership and innovation as Manager of Support at Docupace since April 2022. Now Vice President of Customer Support and Training, and bringing over a decade of experience managing service teams, she successfully rebuilt trust within a demotivated, long-standing team through personalized interactions and listening to their concerns. Debbie transformed team culture, increasing employee engagement from 65% to 79%, and significantly boosting customer satisfaction, as reflected in an NPS score rising from 89% in 2023 to 94.75% in 2024. The overall company NPS increased from 27 to 35. Debbie’s focus on innovation, efficiency, and collaboration has positioned Docupace as an industry leader, setting benchmarks for customer experience and employee engagement.
Her operational achievements are broad and sweeping, including the establishment of a Technical Support team, reducing dependency on other departments and achieving a 90% self-sufficiency rate. Debbie implemented a customer ticketing system that enhanced transparency and responsiveness, successfully cutting down lifecycle times for clients by 80%, achieving the fastest turnaround times in Docupace’s history.
Under her guidance, client issue severities dropped by 80%, and her strategic enhancements positioned Docupace among the industry's top performers. Debbie’s contributions optimized internal operations and set a benchmark for excellence.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Since July 1, 2022, Debbie Miller has spearheaded transformative initiatives at Docupace, significantly elevating its customer service standards. Her creation of the Technical Support team in October 2022 enabled a remarkable shift in self-sufficiency, rising from 1% to 90%, and reducing reliance on other departments. This contributed to an 80% improvement in ticket turnaround times, cutting resolution time from 64 days in Q3 2022 to just 25 days by Q3 2024.
Her efforts also introduced an omni-channel service, a first in Docupace's 22-year history, incorporating chat, phone, and customer portal functionalities that improved service efficiency and client satisfaction. Debbie spearheaded the omni channel initiative at Docupace. With a rollout of the ticketing system at end of 2022, 98% of all tickets a month are created through the Portal. Docupace averages around 400 tickets a month.
In February 2024, Debbie initiated and built the workflows for Docupace’s launch of the next phase of Omni Channel, phone and chat. Docupace has never offered a portal, phone or chat in 22 years of business. Support has had 402 calls with an average service level of 78 percent: Support answered the call within 20 seconds 78% of the time. For chat, Docupace had 77 chats with a 92% Service level.
Operationally, Debbie implemented game-changing guidelines and a knowledge base platform, resulting in a 70% reduction in NIGO tickets and bolstering training for the Support team. Her influence extended beyond Support, fostering collaboration across departments and embedding SLA (service-level agreement) and KBA standards for consistency.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 223 words used.
Debbie Miller’s achievements are both unique and significant, setting her apart in the industry and demonstrating measurable impact. Before her arrival, Docupace lacked many modern customer service standards, such as a portal, phone, or chat capabilities. Debbie’s creation of a fully integrated omni-channel system is unprecedented for a 22-year-old company, ensuring that 98% of tickets are logged via the portal and enabling rapid resolution through innovative workflows.
She reduced ticket turnaround times by 80%, cutting them from 64 days in 2022 to 25 days in 2024 – a level of efficiency unmatched by most industry players. These achievements are reinforced by the Support team’s self-sufficiency increase from 1% to 90%, reducing dependencies on other departments and empowering strategic focus.
Compared to competitors, Docupace now excels with a holistic service experience. Debbie’s implementation of transparency tools, such as ticket tracking and executive insights, exceeds industry norms. Debbie’s work has elevated Docupace’s service capabilities and client satisfaction.
Internally, her focus on employee engagement improved scores from 65% to 79%, demonstrating her ability to inspire her team. Unlike competitors relying on traditional support models, Debbie introduced transformational processes without adding human capital, an efficiency rarely achieved elsewhere. Her results speak volumes: a 70% reduction in client errors (NIGO tickets), unparalleled response times, and elevated customer service scores, solidifying Docupace as a leader in the wealthtech space.
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