Company: BrightMove
Company Description: BrightMove, Inc. pioneered Applicant Tracking Software (ATS) in 2005 and is now a global innovation leader in the hiring technology and recruiting software industry. Headquartered in St. Augustine Beach, Fla., BrightMove provides a cloud-based platform for Recruitment Process Outsourcing (RPO), Staffing and Human Resource teams around the world.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Business Service Industries
 Nomination Title: Our #1 Goal Is To Build Software Our Customers Love To Use
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 183 words used.
BrightMove is a small software company based out of Saint Augustine Beach, Florida. We have been in business for a little over 20 years. Our recent performance metrics underscore our unwavering commitment to our lofty goal - to build software our customers love to use. The latest data points to a decrease in ticket volume paired with an increase in customer satisfaction, serving as a testament to our team's efficiency and dedication to delivering an exceptional customer experience.
Customer Support Performance Update:
- During the period from September 1, 2022, to September 1, 2023, our dedicated Customer Success team diligently addressed 2,352 tickets, achieving an impressive Customer Satisfaction Rate of 98.2%.
Comparison to Previous Submission:
- In the prior period (July 1, 2020, to September 1, 2022), we successfully resolved 6,532 cases, garnering a strong Satisfaction Score of 97.7%.
These accomplishments, in harmony with our mission, vividly illustrate our commitment to developing software that not only meets but consistently exceeds our customers' expectations. We are eagerly anticipating the positive impact of these initiatives on our customers' interactions with BrightMove.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the organizations customer service achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 36 words used.
In 2022, we were pleased to learn we were recognized by Stevie Awards with a gold medal in this same category. Since then, we have endeavored to improve our service delivery offering each and every day.
- 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.
Written answers below.
- 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 3 words used.
See attached PDF.
- Explain why the customer service 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 organization's past performance (up to 250 words):
Total 221 words used.
Customer-Centered Enterprise Monitoring Improvements:
We have introduced a best-in-class approach to enhance our software's performance by embracing APDEX (Application Performance Index) as our guiding star for the customer experience. APDEX allows us to quantify and optimize user satisfaction based on response time, guaranteeing a seamless and delightful user journey.
New 360-Degree CRM Platform for Customer Support:
During this period, we proudly launched a state-of-the-art, AI-driven Unified CRM Platform, meticulously designed to streamline our customer support processes. This innovative platform serves as a central hub, empowering our support team with a 360-degree view of each customer's history and unique requirements, enabling us to provide more efficient and personalized assistance.
We have seamlessly integrated these initiatives into our mission statement, reaffirming our unwavering commitment to delivering an unmatched user experience and world-class customer support. As market conditions continue to evolve, the BrightMove support team remains steadfast in our pursuit of this goal, working diligently to provide exceptional support to our ever-growing customer base. From 2020 to 2022, we experienced remarkable growth, receiving accolades from both our customers and third parties for our customer-centric approach. Rather than resting on our laurels, we have remained steadfast in our commitment to improvement in 2023. Our performance metrics indicate that we have successfully realized these enhancements. In 2024, we are determined to raise the bar even higher.
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