Company: Modern Campus, Camarillo, CA
Company Description: Modern Campus (MC) empowers 1,700+ higher ed institutions to attract, engage, and retain learners for life with software solutions that enable a modern student experience. The MC learner-to-earner lifecycle platform powers solutions for web CMS, conversational text messaging, catalog + curriculum management, career pathways, student engagement + development, and non-traditional student management.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - All Other Industries
 Nomination Title: Modern Campus: Customer Service Training Team
- 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 team, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 186 words used.
Modern Campus is a leading provider of innovative SaaS solutions for higher education, helping colleges and universities attract, engage, and retain modern learners for life.
Our Training Team recognizes the importance of our customers’ work and are committed to preventing (or resolving) anything that stands in the way of customers' education.
Given the breadth of Modern Campus’s technology solutions, it’s critical that we provide the right training and supportive resources at the right time.
Customer Service has been a key part of the success of Modern Campus, as our success is directly connected to their own. Our Training Service team supports over 2000 customers, each using a unique set of technology solutions and services, to help them engage, retain, and graduate millions of students across North America. And that customer base continues to grow.
We’ve been humbled by 15 years of Stevie Award recognition for excellence in customer service. Over that time, we have focused on combining seven disparate teams supporting individual products into one team—working together to combine our strengths and best practices, while developing a consistent customer journey and high standard of training service.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 182 words used.
Support Resource Portals:
Our Training Team has developed over 200 new help articles for Modern Campus’s solutions, giving customers easy access to the knowledge they need. Our Support Resource Portals provide a range of content, including user manuals, how-to guides, webinars, community forums, and product updates. In the past year, we’ve seen a 36% increase in customer engagement with these resources.
Exceptional Client Satisfaction:
We’re also proud of our exceptional client satisfaction, with a 95% positive rating for training interactions—well above industry standards. Which demonstrates the high level of satisfaction our clients have with our service.
Dedicated to Education:
To meet diverse learning needs, we are proud to provide flexible training options, from solution webinars and self-paced Learning Content Management System courses to personalized one-on-one sessions. This ensures we adapt to our customers' evolving requirements.
Continuous Improvement:
Our team is committed to continuous improvement. We have implemented innovative tools and processes to enhance the customer experience, such as self-help resources that empower our clients. Through this, we have seen a 25% increase in incoming customers satisfaction survey engagement since 2023.
- 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 61 words used.
Please find attached the file '2024_Stevies_Modern Campus Customer Service Training Team.pdf'. We have included just a small sample of the glowing comments we receive from our customers on the last slide of the attachment
We are humbled to support such wonderful and expressive customers and regularly take the opportunity to celebrate these successes.
Thank you very much for this opportunity!
- 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 team's past performance (up to 250 words):
Total 196 words used.
Our customer Training Team is made up of passionate individuals who combine educational expertise, deep product knowledge, and a genuine understanding of what our customers are working to achieve. We’re committed to bringing these qualities into every interaction, ensuring you get the most out of your experience with us.
We believe that training shouldn't end once the software is up and running. Unlike many other EdTech providers we work with, we go beyond just offering support during the initial implementation. We know that staff turnover can create gaps in knowledge, which is why we offer continuous training options. Whether it's through webinars, quarterly administrative sessions, unlimited 24/7 access to our Support Resource Portals, or additional training engagements, we’re always here to help. Our goal is to keep providing learning opportunities so you can feel confident and successful using your Modern Campus solution.
But it doesn't stop there. Our Training Team is always engaged, eager to hear your feedback, and ready to make improvements based on what you share with us. As a company, we value open communication and take any opportunity to enhance the training and resources we provide, making sure they fully meet your needs.
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