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Company: GoECart, Bridgeport, CT
Company Description: Over the past decade GoECart has evolved from an idea hatched in a college dorm room to an industry leading ecommerce solution. GoECart's mission is simple: to empower emerging brands and established mid-sized retailers with cutting edge multi-channel ecommerce technology that allows them to effectively compete and win even in the most competitive markets.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software

Nomination Title: GoECart

Tell the story about what this nominated department achieved since the beginning of July 2011 (up to 500 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:

Over the past year, GoECart grew by over 30% and added twice the number of new customers; all organically. Faced with such a dramatic increase in customer demand, the company’s Client Services (CS) team increased by 50% in size and made it a goal to move beyond their roles as support resources to serve as informal strategic consultants to their clients.

The team’s culture is one of “customer centric but market driven”, like Apple and Twitter, where they continuously seek to solve customers’ problems and help them truly succeed rather than just empathize with them. Because GoECart 360 is an enterprise-wide business management application, it is used by all departments within an organization. The GoECart solution is additionally integrated with 60+ technology partners like PayPal, Amazon, FedEx, etc. Delivered in the form of Software as a Service (SaaS) to highly demanding online retailers, the CS team is expected to possess broad knowledge of all leading internet technologies and clever troubleshooting skills, all while maintaining deep knowledge of the rapidly changing GoECart product. It’s quite common for GoECart CS representative to resolve multiple unique cases from separate departments within the same client organization, including troubleshooting non-GoECart technology. This level of service led to a flawless 100% customer retention rate and CS being cited as the top reason for account renewal.

Additionally, the management team focused heavily on employee learning programs —resulting in zero employee attrition. This commitment to CS allowed GoECart to grow and innovate over the past year without sacrificing client satisfaction.

The CS team implemented the following initiatives to help customers succeed:
•Implemented the ‘Follow the sun’ approach to 24/7 customer service, leveraging onshore and offshore resources to rapidly address customer needs across six time zones.

•Developed a client implementation process enabling merchants to dramatically improve the quality of their master data, optimize business processes and improve employee productivity while consolidating from an average of 3 systems to a single GoECart 360 with zero downtime.

•New clients received private, one-on-one role-based training. The team delivered approximately 120 hours of custom training last year - a 100 percent increase from the previous year.

•Hurricane Sandy in October 2012 put our CS team to the ultimate test. GoECart HQ had to be evacuated for 4 business days with no power but all customer facing software systems maintained 99.9% uptime and no support case SLA was violated.

•GoECart 360 merchants collectively processed 210% more transactions during the 2012 holiday season over the same period last year with zero downtime.

•Launched SEO (Search Engine Optimization) and social media reputation management programs to assist merchants transitioning to GoECart in minimizing search engine traffic loss and rankings. The CS team successfully preserved over $1M in client revenues since July 1, 2012.

•Began serving as strategic growth consultants to our clients by helping them improve their website conversion and customer loyalty through improved user experience.

•Conducted QA and found less than 1 bug per 10,000 lines of code

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

As one of GoECart’s founding employees, James McDougal has grown the company’s Client Services team from scratch into a team of highly energetic and passionate professionals across multiple time zones and geographies, supporting multiple GoECart versions for hundreds of demanding merchants including big brands like Sears, Reed Elsevier, J.D.Irving, etc. Under James’ leadership and tenure, his team has successfully on-boarded over 1000 new clients and consistently beaten industry averages for system uptime and issue resolution. He holds a bachelor’s degree in Management Information Systems from University of Bridgeport, CT.