Company: Cargas Systems, Lancaster PA
Nomination Submitted by: Cargas Energy
Company Description: Cargas is an employee-owned software company offering software from Microsoft and Sage, as well as custom-developed products. We sell the software, set it up, teach customers how to use it, and help them adapt it as their needs change over time. Our products streamline processes in accounting, supply chain management, and sales and marketing so customers can focus on what’s most important—growing
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees
 Nomination Title: Cargas Systems
- 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 department, 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.
We kindly ask for consideration in the following category: Customer Service Department of the Year – Computer Software - 100 or More Employees
The Cargas Energy Support team is a pioneering group of 25 individuals who come together daily to support customers using the Cargas Energy software. In the past year, this team has achieved remarkable success by embracing innovation while maintaining their commitment to exceptional service. Through the strategic implementation of AI technology and the launch of their first-ever internship program, they've elevated their customer satisfaction rates from an already impressive 90% to an outstanding 96%.
The level of support this team provides ranges from consultative to technical, with the result always being to exceed the expectations of our customers and each other. They truly believe that the end results can be unimaginable by supporting their teammates and collaborating on decisions that impact the whole. This collaborative spirit has been particularly evident in their ability to seamlessly integrate new technology and fresh perspectives while maintaining their high standards of service excellence.
They treat each conversation with care, love, and a deep desire to truly understand how they can make an impact. The team's mission statement is to "Provide best-in-class support, staffed with subject matter experts driven to exceed expectations." Though, they do this by always taking care of each other first, which is the lens that guides actions and decisions on the team.
As simple as that statement may seem, it is not always easy to do; however, with a shared commitment to one another and the company, they find a way. Please read on to learn more about this small but mighty team that continues to push boundaries and set new standards in customer support excellence.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 171 words used.
The Cargas Energy Support team stands as a testament to transformative growth in customer service excellence. From humble beginnings as a team of 7 handling reactive requests, they have evolved into a dynamic force of 25 professionals dedicated to proactive service delivery.
Under new leadership since 2020, the team has revolutionized support through groundbreaking initiatives. By implementing omnichannel support, integrated workforce management systems, and regular customer webinars, they've elevated satisfaction rates from 90% to 96% and drastically reduced full resolution times (please see actual results attached). Their innovative approach, featuring dedicated agent experiences and specialized routing, ensures exceptional service delivery.
Breaking down organizational silos, the team has created an environment where diverse skills foster growth, enabling AI integration and their first internship program. Their mission to "Provide best-in-class support, staffed with subject matter experts driven to exceed expectations" is realized through their commitment to internal care first. Their transformative mantra of turning "no way" into "watch us" has propelled them from reactive support to a proactive force in customer service excellence.
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 212 words used.
The Support team has achieved remarkable progress through strategic operational improvements and innovative service enhancements. By implementing comprehensive quality assurance through Kaizo and introducing key performance metrics like one-touch percentage and average ticket age, the team has established a data-driven approach to service excellence.
Organizational structure saw significant advancement with the creation of Premium Customer and Technical groups, streamlined bug reporting processes, and strategic hiring of key positions including a CS Team Lead, Tech Support Manager, Queue Manager, and experienced engineers alongside our first intern cohort. The implementation of dedicated agent assignments and 80/20 service levels in Customer Support has revolutionized our service delivery model.
Process improvements have been substantial, including the development of executive dashboards, implementation of the 100-day improvement initiative, and integration of nightly failed routines into Technical Support. The team has strengthened customer engagement through Process Improvement Committee leadership and educational initiatives like "Just a bunch of Gassers" summer series.
The team pioneered even more in new service technologies with AI messenger implementation to replace traditional chat and launched the Prem+ pilot program, revolutionizing top customer tier service experiences. These initiatives, combined with enhanced customer customization processes and resumed Tech Support KCS (knowledge center service for help center content) coaching, demonstrate their commitment to continuous innovation and service excellence.
- 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 199 words used.
Cargas Energy Support Year End Presentation 2024 PDF (Company) - This shows the Stevie Award judges our year to date results month over month in every major key performance area tracked. This is a copy of our unedited corporate results presentation so the judges can see exactly how we faired.
Customer Feedback Excel Sheet- The unedited customer feedback highlights individual team members' consistent excellence, with customers frequently praising specific representatives by name and noting their reliability, expertise, and commitment to customer success.
AI ChatBot Quick View - This gives the judges a quick idea of what we are referring to when we say we implemented AI. Our AI uses our internal content to develop answers verses open source AI. We have written over 1,700K articles this year to support this effort.
Team Recruitment Videos - Three of our actual team members.
Video for Judges - We wanted to give the judges an actual look at how we work by including working images in the office with each other and customers, plus images from our industry as a software provider in the Energy sector. We hope it helps you understand more about our proud, powerful and customer loving team!
- 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 department's past performance (up to 250 words):
Total 207 words used.
What sets these achievements apart in the software support industry is their holistic approach to service transformation. While many support organizations focus solely on metrics or technology, this team has pioneered a comprehensive strategy that combines data-driven operations with human-centered service design.
The implementation of dedicated agent assignments alongside AI integration represents a unique hybrid approach rarely seen in software support. Most companies choose either high-touch human service or automated solutions, but not both. The team's innovative 80/20 service level model and Premium service tiers demonstrate an understanding that different customers require different support experiences – a nuanced approach often overlooked in standardized support models.
The inclusion of customers in the Process Improvement Committee and the creation of educational initiatives like "Just a bunch of Gassers" shows an unprecedented level of customer collaboration. This participatory approach to service evolution, combined with the integration of cutting-edge tools like Kaizo for quality assurance and Tymeshft for service optimization, creates a support ecosystem that goes beyond traditional ticket resolution.
By removing bug and product groups from day-to-day processes while implementing nightly failed routines, the team has reimagined standard support workflows. This streamlined approach, coupled with their customer customization journey, showcases a rare balance between efficiency and personalization in software support.
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