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Company: Broadview Networks
Company Description: Broadview Networks is a network-based business communications provider serving customers with local and long-distance voice and data communications, premises-based and hosted VoIP systems, data services and a suite of managed and professional services. They also provide bundled, hosted IP phone and cloud computing services designed to meet the application requirements of diverse workforce groups.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Telecommunications

Nomination Title: Broadview Networks

Tell the story about what this nominated department achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:   TEXT REDACTED FOR PUBLICATION

Through a huge undertaking that began in March 2010, Broadview Networks has worked tirelessly across all support organizations to improve its customer satisfaction and engagement ratings. PeopleMetrics, the independent market research company that measures Broadview’s performance, reports that in the fourth quarter of 2012 and continuing through the fourth quarter of 2013, Broadview has achieved record-breaking customer satisfaction ratings. Even more impressive, Broadview now exceeds industry benchmarks for customer engagement.

Customer engagement is a stringent measure requiring a customer to agree or strongly agree on four different items:
1. They will continue to do business with us in the future
2. They will go out of their way to do business with us
3. They would recommend us to others.
4. They love the experience.

This is a historic achievement and a testament to Broadview’s hard work, focus and dedication to continuous improvement. This high satisfaction rating applies to all participating departments, including customer service, service delivery, enterprise, repair and sales.

A large contributing factor to these record high ratings are the thousands of customers surveyed that recognized Broadview employees for providing “above and beyond the call of duty” customer service. It is also very important to note that these ratings reflect satisfaction after the customer reports an issue or trouble. While other providers claim great service day-to-day, Broadview makes a typically unpleasant experience one that customers claim is very or extremely satisfying!

In May 2013, Broadview was presented with the first ever Customer Experience Transformation Award by Frank Rowe, Executive Vice President of PeopleMetrics for outstanding performance in reaching new highs for customer satisfaction and engagement ratings. The company’s focus on providing the best customer support in the industry continues to pay off for the Customer Service Department. Broadview is happy to report its best performance in the company’s history in the fourth quarter of 2013.

Provide a brief (up to 125 words) biography about the leader(s) of the nominated customer service organization:

Art Gario, Senior Vice President at Broadview Networks, has full accountability and ownership of the Customer Service Experience. Art is proud to lead Broadview in providing unparalleled service to customers through its award-winning Customer Care, Repair and Technical Support Centers. He also leads Broadview’s Enterprise Account Support Organization, which provides personalized account management and consultative support for the company’s largest customers. Additionally, Art manages all of Broadview’s Fleet Installation and Service divisions throughout the nation as well as the teams who design, engineer and provision solutions for Broadview’s cloud service product suite. Art is also the executive leader of Broadview’s Customer Satisfaction and Engagement counsel.