FieldEdge - Customer Service Department of the Year

Company: FieldEdge, Atlanta, GA/Fort Myers, FL
Company Description: FieldEdge is the #1 service management software for contractors to run their service business. It combines a deep 36-year history with the latest technology to create a powerful yet easy-to-use system. With offices in Fort Meyers and Atlanta, FieldEdge serves customers on the national and international level to equip contractors with a powerful SaaS solution.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees

Nomination Title: FieldEdge

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the achievement since July 1, 2018 of the nominated customer service organization, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

“FieldEdge has helped us achieve efficiencies…and make the customer happy which makes Ware Mechanical happy.” – Terri Littlejohn, Ware Mechanical

Key Metrics Since July 2018

Customer Satisfaction Scores reached industry-leading levels

-Customer Satisfaction Rate: 97% (above the 2018 B2B average of 91%)
-First Touch Resolution: 97% (7% increase from last year’s 90%)
-First Time Reply Time: From 5 minutes to 2 minutes (Year-over-Year)
-Growth of overall Customer Success organization: 50%

FieldEdge’s Approach to Customer Success

When it comes to FieldEdge, we know customers are the core of our business. They’re the ones that keep the business sustainable and they’re the ones we are in business for. FieldEdge continues to evolve and challenge the status quo to remain a trailblazer for customer service in our industry. To achieve this, there are several things the team strives to maintain and develop:

Creating a positive culture: To achieve high levels of customer success, we understand that we need to invest in our employees and set them up for success. In 2019, a big initiative was creating a culture committee, comprised of representatives from each department, to discuss how workplace culture can improve and what steps we can take to ensure that employees are happy. The culture committee plans events, outings and activities to create a positive work culture. This trickles down and serves as a recruitment tool because it allows us to attract new hires who embody the company’s values and are the right people to be at the frontline with our customers. We regularly invite customers to our monthly meetings to share their individual stories/experiences and talk not only about how FieldEdge has helped their business, but also about their relationships with their Customer Success Managers.

Creating and maintaining memorable customer experiences: At FieldEdge, we continue to grow at a rapid rate. With growth comes growing pains; however, as our company grows, we want to be consistent and always go that unexpected extra mile to create unforgettable customer experiences. Nurturing customers is as important as nurturing prospects; there’s a lot of effort that goes into it and we need to make sure we’re providing the proper attention and resources to them. Going beyond the customer service norm is commonplace for us, and we have been in situations where a rep went onsite to a customer’s business overnight to assist with a conversion. The dedication to customers that our team upholds makes the job worthwhile and allows for healthy, meaningful relationships with customers.

Transforming the Customer Success Management Team: 2019 was the year of scaling and organizing. Every customer had a dedicated representative to work with hand-in-hand. Quarterly Business Reviews were introduced so Customer Success Managers could regularly check in with customers, go over performance and have meaningful conversations about how FieldEdge can improve moving forward, contribute to their business goals and identify new areas of opportunity. These QBRs have proven to be a great way to communicate with our customers and make sure we’re staying aligned and addressing all their needs.

Conclusion

We believe that customer success is more than just a department; it’s an organizational philosophy. Various departments work together to ensure that the customer journey is as seamless as possible and provide consistent communication throughout the life of our customers’ journeys. Other new initiatives include:

-Introducing premium service options to better address requests from our customer base. This includes extended support hours, priority support, advanced support for our software integrations, access to exclusive content/webinars, discounts to regional/onsite trainings and more.

-Rolling out FieldEdge Academy, an online learning platformthat gives customers access to a resource library where they can learn how to better utilize their software, get answers to questions and view training documents/videos.

At FieldEdge, our customers will always come first. We’re committed to their success, and we’re in it for the long run.