Company: Docupace
Nomination Submitted by: Haven Tower
Company Description: Docupace is a solutions provider focused on digitizing and automating operations in the financial advice and investment industry. Financial services firms use the Docupace Platform (a cloud-based, integrated software suite) to reduce back-office expenses, improve efficiency, strengthen recruiting, and enhance the experience of advisors and investors. Its headquarters is in Los Angeles, California.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Remote Customer Service Innovation of the Year
 Nomination Title: Going the extra mile: Docupace's PreciseFP
- 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, 2021, 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.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 197 words used.
Since our launch in 2007, PreciseFP has always provided our support remotely. This was originally done via email but in 2015, we introduced live chat to our user base. This made us more efficient when it came to providing instant support to our users.
When COVID-19 hit, our customers, which are financial advisors, were scrambling to come up with a process to still be able to service their clients needs during the pandemic.
This is where PreciseFP came in. We are a digital data gathering platform that advisors can use to engage their clients with from the comfort of their home office or from their mobile device. On their clients end, they too can work on filling out their digital fact finder from the safety of their home.
We saw a huge influx of advisors sign up for PreciseFP during the pandemic. We created educational virtual webinars for our users showing them how they can still service the needs of their clients even during this pandemic.
Even with an influx of new users, our support team was ready and well equipped to handle the onboarding and supporting of our users. Our stats never decreased during this time.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 169 words used.
Since 2021, our dedicated team has responded to over 16,400 conversations, initially consisting of just two support representatives. By September 2022, we expanded our support team to include a third member.
Month after month, we've maintained an impressive track record, consistently answering incoming chats and emails in less than 45 seconds. Our commitment to prompt and efficient customer service has remained unwavering.
Our commitment to customer satisfaction is reflected in our impressive median customer satisfaction rating of 98% or higher. We prioritize feedback and suggestions from our valued clients. When our development team implements these suggestions into our platform, it becomes our mission to circle back with the contributing client, ensuring they are informed that their idea is now a live feature.
- Furthermore, we take pride in our collaborative approach. We actively engage with our clients to design and tailor custom form templates within our platform. This personalized service allows us to cater to the unique needs and preferences of each client, ensuring a seamless and tailored experience.
- 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 181 words used.
Effective customer support is integral to the Software as a Service (SaaS) model, which PreciseFP embodies. Our commitment to customer satisfaction is exemplified through our live chat support, providing immediate assistance to our users. Additionally, we go the extra mile by facilitating their onboarding experience with personalized 1:1 coaching sessions, ensuring they become proficient in utilizing our platform.
What sets us apart from competitors is our unparalleled support approach. While some rivals subject customers to hours-long response times, we offer real-time assistance through chat. This allows users to conveniently share screenshots and other valuable information, enhancing the troubleshooting process. Furthermore, unlike competitors who solely rely on phone support, which limits the exchange of crucial data, we offer a multifaceted support system.
In fact, some competitors do not even provide a support hotline, leaving their customers in the dark when issues arise. At PreciseFP, we recognize that accessible and responsive support is a cornerstone of a successful SaaS experience. Our dedication to delivering top-notch support underscores our commitment to empowering our customers and setting the standard for excellence in the industry.
- 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 13 words used.
Please refer to pp.13-14 of the uploaded Docupace Stevie Award submission PDF.
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