Company: Heavy Construction Systems Specialists (HCSS)
Company Description: For 35 years, HCSS has been developing software to help construction companies streamline their operations. Today, we are recognized as a pioneer and leader in our market. Our mission at HCSS is to help customers dramatically improve their business through our innovative, high-quality construction management software and exceptionally helpful service while providing a great life for our employees.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Technology Industries
 Nomination Title: Heavy Construction Systems Solutions (HCSS) Customer Service Training Team
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 195 words used.
Since its inception in October of 2022, the HCSS Curriculum and Instruction team has continued to evolve and develop engaging, repeatable, and learner-focused content regardless of the adversity faced. The biggest challenge we faced early on was the shift in our product teams. The HCSS Support department branched into 3 separate teams, supporting 3 different sets of products, requiring 3 individually tailored sets of training. During the creation of this training, we streamlined our approach and have reduced our Time to Productivity by 50%, from 8 weeks to now 4 weeks. The team has since onboarded and trained 75 individuals and counting and created over 93 hours of new training for onboarding, with an additional 29+ hours of continuous learning and career development content. Through this individualized training, the trained employees are averaging 98% First Contact Resolution, highlighting the effectiveness of the training and the importance of getting customer concerns resolved quickly and at the root cause.
Metrics from July 2022 to August 2024:
- Total Support Employees Onboarded and Trained: 75
- Total Support Promotions: 60
- Time to Productivity: 4 weeks (50% decrease)
- New Training Content Created: 122 hours of new content
- First Contact Resolution: 98%
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, 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 team: its history and past performance (up to 200 words):
Total 194 words used.
The HCSS Curriculum and Instruction team was built on the foundations of efficient, effective knowledge retention, tailored specifically to individual roles. Primarily focused on training our Stevie-Award winning HCSS Support Department, the team as it currently stands was officially created in October of 2022. Training a new and existing employee initially consisted of Supervisors holding the responsibility and was executed through weeks of lecture-led product feature overviews without any consistent curriculum. With our growing product suite, currently over 15 and counting, and our legendary HCSS customer support promise (speaking to a live representative on the phone in three rings or less without a phone tree), a dedicated team was created to ensure all incoming and existing team members were well equipped with the knowledge and skills necessary to support our customers and deliver on this promise. The HCSS Curriculum and Instruction team has doubled since its inception and has evolved not only our onboarding, but training and knowledge distribution as a whole. Currently functioning as an enablement team for customer service roles, the team delivers repeatable, streamlined, and successful training for our growing product suite and the skills needed to succeed in these roles.
- 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 team's past performance (up to 250 words):
Total 220 words used.
Keeping up with the changes and demands of not just the industry, but ever growing Stevie Award winning HCSS Support department is a challenge that the HCSS Curriculum and Instruction team have tackled head on. Our foundational approach to training starts with Instructor-Led courses. These courses are tailored to individual roles and are hands-on learning experiences; focused on retaining knowledge through replication and activity. Crafted and delivered by educators after previously only using lecture based courses, the training takes place entirely within the HCSS software rather than with slides or visual aids. This shift in delivery has reduced our time to productivity by 50% and is further reinforced through self guided on-demand training and learning activities, all delivered pre and post class to emphasize retention on the topics. In addition to classwork and on-demand video materials, the employees also reinforce their knowledge through simulated customer interactions designed with actual customer scenarios, demonstration data on specifically crafted virtual machines, and scripted customer tone’s, phrases or attitudes that are all standardized graded and coached back to the employees. Furthermore, outside of just onboarding, the HCSS Curriculum and Instruction team has focused on continuous education and career development training through monthly skill based courses (delivered both on-demand and instructor-led), career certification training, advanced product on-demand and instructor-led training, and activity-focused career development training.
- 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 7 words used.
HCSS Stevie Awards Support Documentation (2025 Entry)
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