Company: Firmex, Toronto, ON, Canada
Company Description: Firmex is one of the world’s most widely used virtual data rooms, supporting complex processes for organizations of all sizes, including due diligence, compliance, and litigation. Whenever professionals need to share sensitive documents beyond the firewall, they turn to Firmex. Since 2006, Firmex has helped over 120,000 companies worldwide securely share their confidential documents. Firmex.com
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees
 Nomination Title: Firmex
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 179 words used.
How do you become the most trusted virtual data room for mission-critical projects like mergers and acquisitions, compliance and litigation worth billions of dollars in total transaction value? One satisfied customer at a time. Every business day, our clients open over [REDACTED FOR PUBLICATION] new projects. Our [REDACTED FOR PUBLICATION] team, consisting of [REDACTED FOR PUBLICATION] full-time product experts, is available 24/7/365 to assist our over 250,000 users.
Since 2021 alone, we’ve spent over 14,326 hours supporting clients in high-stakes corporate transactions. Our corporate SLA to respond to a voicemail, email or web form is 15 minutes, and our team has far surpassed that since 2021, with a median reply time of 3.8 minutes.
Quality of service is also key to our success. After every support case is completed, we send out a CSAT (customer satisfaction) survey where respondents are asked a series of questions, including how satisfied they are. 2021 to 2023 has been no exception to our positive responses, with 98% of respondents saying they were “very satisfied’ with the support they received and the remaining 2% answering “satisfied.”
- 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.
- Outline the department's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 243 words used.
Since 2021, we have seen a [REDACTED FOR PUBLICATION]% increase in users, yet we’ve significantly improved our first reply time, live call pickup time, and handling time. We’ve also maintained an exceptional CSAT score. Our first reply time, which accounts for replying to voicemail, email or web form, was 6 minutes in 2020, 4.5 in 2021, 4.1 in 2022, and is now down to 3.8 minutes. Our live pickup time on calls [REDACTED FOR PUBLICATION] is now at an all-time high of 97% [REDACTED FOR PUBLICATION]. [REDACTED FOR PUBLICATION]
In addition to these metrics, we’ve achieved success internally. We’ve [REDACTED FOR PUBLICATION]launched 'Support Rewards' to drive improvement in key KPIs and team motivation. Categories include achieving the lowest number of data quality corrections, the most “very satisfied” CSATs, and the lowest average first reply time and most on-call tickets in a single weekend shift. Finally, we created a new archive order process that includes a designated product support expert who coordinates and triages all archive orders and conducts quality checks of the process.
- 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 187 words used.
[REDACTED FOR PUBLICATION]
- 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 232 words used.
Firmex supports more deals than any other VDR provider and we meet that volume with our best-in-class customer support strategy, which has led to exceptionally high customer satisfaction.
These results are achieved through our Product Support strategy, based on the pillars of personalization, communication and empathy/positivity.
Personalization: When dealing with clients, our team doesn’t use scripts. Team members are product experts providing a personalized solution to every user who needs support. Our team strives to understand our users’ specific issues and provide the best solution for each individual person.
Communication: We ensure communication is always ongoing — both between departments and within the Client Services team. This is implemented with daily stand-up meetings to share success stories and concerns, within the team and among other departments. By reaching out to other departments and working together, we ensure that the client is getting the best resolution.
Empathy/Positivity: We strive to understand not only what the client is saying but what they are trying to accomplish. By asking questions, listening and being patient, we find the issue and resolve it in the best way for the client. Our team’s focus on empathizing and remaining positive is especially important when a client is frustrated and the stakes are high. It isn’t enough to just resolve the issue; we also strive to stay upbeat and turn a client’s mood around by the end of the call.
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