Company: Bandwidth Inc., Raleigh NC
Company Description: Bandwidth (NASDAQ: BAND) is a global cloud communications leader delivering exceptional experiences through voice, texting and emergency services. Our network, which covers 65+ countries and 90+ percent of global GDP, is trusted by hyperscalers like AWS, Google, Microsoft, and Zoom, as well as global enterprises. Our award-winning support teams help businesses solve complex challenges every day.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Customer Engagement Initiative
 Nomination Title: Reverb24
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, 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.
N/A
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Bandwidth’s global communications cloud carries the business-critical voice calling, text messaging, and emergency services of the world’s largest enterprises including Amazon, Google, Microsoft, Uber, and Zoom—as well as some of the biggest banks, healthcare conglomerates, and retail eCommerce platforms.
As champions for the customer experience, our customer engagement program is extensive. Over the past decade, we’ve introduced critical elements such as a Customer Advisory Board, a customer advocacy program, vertical-focused customer roundtables, formalized forums for regular customer feedback, co-creation sessions, and more.
Despite having a best-in-class customer engagement program, at Bandwidth we firmly believe in challenging what is with what should be. And we knew prospects and customers alike could benefit greatly from a formal user conference. Leaning on the anticipated launch of our revolutionary “Universal Platform” that would transform the customer user experience, and taking advantage of our newly constructed headquarters campus, we felt confident that a user conference would revolutionize our customer engagement program and create a forum our customers could depend on, annually, for product launch advancements and more.
Together, these milestones triggered a lightbulb moment for Travis Hinton, VP of Solution Marketing, and Hannah Prengle, Head of Global Brand: it was time to throw a party.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
When Travis and Hannah first presented the idea to executives, there were just 90 days to pull it off before the optimal identified date of Sept. 12, 2024. They believed so passionately in the event’s potential to take Bandwidth to the next level, they were willing to step up and run the project 12 hours a day in a massive parallel processing effort:
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The Product team vetted and re-vetted a list of 14 products. Then they raced to build demos and talk tracks for each one.
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Sales relished the opportunity to invite customers to be part of this milestone event, and they added top prospects so they could experience Bandwidth’s unique culture.
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Marketing Automation built a custom algorithm to track invitations and RSVPs, while running a nurture campaign to promote attendance.
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The Customer Advocacy team designed a day to remember, with campus tours and a VIP, concierge-level experience.
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Marketing created a custom brand identity around a new name: “Reverb24.” With our ticker symbol “BAND,” we often use musical themes. In music, Reverb adds depth and richness to sound – just like our product launches would amplify and clarify our customers’ communications.
Racing to the finish line, we conquered the questions that kept us awake at night: Would people make the trip all the way to Raleigh? Could we finish scripts for 14 product launches, set up and run 3 live demos, conquer technical production challenges, and get enough big-name customers to pull off meaningful live interviews onstage?
- 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 26 words used.
- Link to highlight video (1:30)
- Link to event website with full replay (1 hour 30 min) and content highlights videos
- Select photos from the event
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 212 words used.
On the big day, our customers came through for us, the 1.5 hour event went off without a single technical glitch, and Reverb24 delivered beyond even our most optimistic expectations. Here are some of the key results:
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1400+ customers and prospects attended virtually, and 100+ attended live–as interest was high for the event and our multichannel engagement strategies and marketing automation paid off.
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6 of our biggest customers came in person to speak onstage about the benefits of using Bandwidth: Google, Zoom, Five9, DexCom, Docusign, and Wyndham Hotels & Resorts, while another 2 provided video endorsements (Attentive Mobile and Infinity Tracking)--a testament to the strength of our customer advocacy program and voice of the customer initiatives.
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Millions of dollars in opportunity value was represented by prospects attending live and online–a result of the Sales team’s strategic selection and outreach to key prospects.
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We reached online viewers across multiple channels, including YouTube, LinkedIn, and our own website–leaving no stone unturned to make the event easily accessible.
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Among 3 industry analysts attending, IDC filed a glowing report on Reverb, with highlights such as “Bandwidth's inaugural customer event felt like a company relaunch…” and “Bandwidth…has the potential to join the $1 billion segment of cloud communications providers…with strong margins for sustainable long-term growth.”
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