Company: Cvent Inc, McLean, VA
Company Description: Cvent, Inc. (NYSE: CVT) is a leading cloud-based enterprise event management platform, with more than 1,450 employees and more than 12,600 customers worldwide. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, e-mail marketing and web surveys. Cvent provides targeted services to hotels.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries

Nomination Title: Cvent's Global Contact Center

Tell the story about what this nominated contact center achieved since the beginning of July 2013 (up to 650 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:

“Every single time I call Customer Care, I just love Cvent more!” This is a typical reaction from Cvent’s Customers. Cvent’s Customer Service Department lives by its Mission and Vision, “To build trust and loyalty by enabling and empowering our clients to achieve success with Cvent products and services” and “To be the undisputed leader in software service and support.”

Customer feedback is the most important measure of their success. Feedback surveys are collected using a 5-point scale with a neutral midpoint. Last year, over 17,000 Customers responded to satisfaction surveys with 95.04% being overall satisfied. Of this subset, an overwhelming 84.5% were very satisfied and only 1.25% were very dissatisfied. Based on industry standards, a high performing benchmark for overall satisfaction is 85% and 2% for very dissatisfied. Additionally, they received an NPS rating of 73.12%.

Cvent’s clients are not shy about loving their Customer Service Department. This kind of evocative feedback such as, “If Cvent were a man, I’d marry him!” is quite common.

Each time a dissatisfied response is received, a Manager or above calls the client to discuss their dissatisfaction and performs a root cause analysis. Systemic and manual actions are taken to prevent any recurrence. Their culture ensures management is tightly connected with Customers and their experience. Managers and the Quality Assurance team systematically coach Product Consultants at best in class rates.
Their culture revolves around providing world class service to all Customers; everyone is acutely aware of their Customer satisfaction. Managers meet daily to review any dissatisfied Customers and associated action plans. Although the management team tightly manages performance through traditional call center metrics such as service level, average speed of answer, and average handle time, they are all subordinate to Customer satisfaction. They are used as levers to boost satisfaction ratings and shareholder value.

Additionally, when Customers are interacting with agents via phone, chat, or email, they are encouraged to record any positive or negative feedback from the client in their Customer Listening System. Since this program was launched in April 2014, agents have recorded over 16, 500 pieces of feedback. Channeling the voice of the Customer is extremely important for continuous improvement at Cvent. This information is regularly shared with the appropriate Sales and Technology stakeholders and action plans are developed. This information proved to be extremely helpful when gathering feedback for the latest product re-design, referred to as the “Blue” Release.

While striving to increase the number of very satisfied clients, Cvent is always thinking of their shareholders. They are constantly looking to improve efficiency while reducing performance outliers via variation management. When they received their heaviest call volume with the Blue Release, they still managed to increase their satisfaction scores and productivity without sacrificing their high level of service. In the last year, they recorded an average speed of answer of 41 seconds.

Not only do they receive praise from their Customers, but they are also recognized as an invaluable company asset. Their CEO, Reggie Aggarwal, recently wrote, “At almost every event that I attend, I’m greeted with clients telling me about their phenomenal experiences with our Client Services Team…You can’t buy that kind of world class service. It is an honor and privilege to have you serve in the front line, as the face of Cvent. You are 5.5 out of 5.”

Customer Service collaborates closely with Sales. Leveraging this strong relationship, a new lead-generation initiative was launched in April to help Sales identify qualified leads which generated over $1,000,000 in eight months. When signing new clients, the President of Global Sales consistently states, “We don’t sell the software, we sell the service!”

Cvent spares no expense when training their new employees. Each agent must complete a rigorous 12 week training program that prepares them to become product experts. They believe in their employees and recently launched an employee engagement committee to develop new ideas and initiatives to increase morale and job satisfaction.

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