iCIMS
Company: iCIMS, Hazlet, New Jersey
Company Description: iCIMS, a leading Software-as-a-Service provider, focuses on solving corporate business issues through the implementation of easy-to-use web-based software solutions. The industry's premier Talent Platform, enables organizations to manage their entire talent lifecycle from a single web-based application. iCIMS believes that a product is only as good as the services that comes along with it.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: iCIMS Dedicated Customer Service Department
1. Tell the story about what this nominated department achieved since the beginning of July last year (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:
With over 600 clients, including 218 signed since July 2007, one of the
biggest obstacles iCIMS Customer Support Team has faced has been delivering
the same industry-leading customer service, while training new members of a
team that has doubled in size since last July. Since 2003, iCIMS has
maintained a 97% customer rating, and iCIMS Support Teams have scored perfect
4 out of 4 rankings on customer service surveys, so maintaining these rankings
would prove to be a challenge.
However, thanks to iCIMS Leadership Development program, and Weekly Internal
Training sessions, we were able to successfully transition our new hires to be
an extension of iCIMS' mission: "To become the leading provider of Software-
as-a-Service (SaaS) Talent Platforms, while maintaining the highest levels of
Customer Service to our clients. To continuously provide our growing customer
base the strongest Price:Value proposition in our Industry."
Furthermore, in September 2008, iCIMS was named as a finalist in the Sift
Media Software Satisfaction Awards. These awards are based entirely on the
views/rankings of buyers and end-users of business software applications - not
those of a judging panel. Also, Aberdeen's Report on Talent Acquisition
stated that iCIMS customers report higher percentages of hiring manager
satisfaction, improved quality of hire, and increased new hire retention than
the industry average.
iCIMS offers dedicated Customer Service unlike anyone else in the industry and
our service begins with the implementation of the software. iCIMS' dedicated
Implementation Managers ensures that our implementation process is a smooth
and easy transition for our clients. In terms of proficiency, iCIMS makes user
adoption a priority. Through multiple channels, we ensure that users are
effectively using the system. Methods include:
-Proactive & reactive customer support
-Free training sessions & documentation
-A Customer Care Site featuring a user forum to exchange best practices from
actual system users
-Client-specific implementation (designing the system around client's desired
processes to facilitate easy user adoption).
iCIMS Subject Matter Experts, answer client's day-to-day questions on a
variety of system issues. Essentially they are iCIMS help desk, however we
pride ourselves in always answering a client's question the first time they
call in, unlike ordinary help desks. If for some reason they needed to leave
a message, all voicemails are returned within the hour, and all emails are
responded in no longer than 1 day's time.
Lastly, iCIMS Client Relationship Managers are the project leads that will be
overseeing the Account Management team. This individual will be a direct point
of contact should any issue escalate beyond a primary contact. In 2007 iCIMS
created Tier-4 or Platform Usage Reports. These reports give clients an
overview of how they are using the platform, and how they could improve their
usage. Since July 2007, iCIMS CRM's have completed 472 Tier-4 Reports.
Clients are so satisfied with these reports that have already scheduled yearly
platform usage reports to be created.
iCIMS always request customer feedback, to learn of ways to improve our
offerings. Since 2004, iCIMS' Customer Advisory Council has served as forum
for clients to discuss industry trends, as well as lending their feedback, and
suggestions to improve iCIMS Talent Platform and developing new services and
offerings that will better address customer needs.
iCIMS Customer Care Site, free weekly trainings, and free dedicated 24 x 5
Customer Support, allows iCIMS to continually meet our lofty goals: "becoming
the leading provider of Software-as-a-Service (SaaS) Talent Platforms, while
maintaining the highest levels of Customer Service to our clients."
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.icims.com/content/company/news/2008/09/16.iCIMS.receives.UK.award.asp
http://www.icims.com/content/company/news/2008/10/06.iCIMS.to.hold.CAC.2008.asp
http://www.icims.com/content/company/news/2008/08/26.Aberdeen.TAS.Report.asp
http://www.icims.com/content/services/cac.asp
http://www.icims.com/content/clients/casestudy_continental.asp
http://www.icims.com/content/clients/casestudy_kipp.asp
http://www.ere.net/erenetwork/groups/posting.asp?LISTINGID={30EC76DD-5AA5-450E-BE7E-9CF2DD2FAB4A}
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Andrew Curtis has been with iCIMS since 2001, serving as the organization's
Director of Customer Services since 2006. In this position, Andrew oversees
the day-to-day operations of iCIMS' Account Management Program, including all
aspects of the organization's Account Service, Implementation, and Client
Relationship divisions.
Andrew was instrumental in building the foundation for iCIMS' Account
Management department, while also playing an active role in the coordination
of the company's ongoing user education initiatives, Customer Advisory
Council, and online User Forum. Andrew holds a BA in Business Economics from
Brown University.