Masergy Communications, Inc. Customer Service Success
Entry Sybmitted By: BridgeView Marketing
Company Description: BridgeView Marketing helps high-tech companies of all types and sizes to increase their brand awareness and visibility with targeted analysts and news publications, while driving their company's lead-generation and website activity forward.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Technology Industries
Nomination Title: Masergy Communications, Inc. Customer Service Success
Tell the story about what this nominated organization achieved since the beginning of July 2015 (up to 650 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:
Masergy has a clear commitment to customer service excellence infused throughout its entire business. “Performance Beyond Expectations” is their tagline and is built into corporate values, customer engagement, implementation, and ongoing support. Masergy’s best-in-class Net Promoter Score of 70.3 is proof of that.
Masergy has four core values that help reiterate their commitment to customer service. They are:
• Focused Customer Service
• Engagement and Involvement
• Always Customers First
Masergy was founded in 2000 with the mission of providing customers with custom-engineered private WAN solutions. It saw the need to deliver customized and fully managed services that met the highest customer expectations for performance, resilience and customer experience. Since then, Masergy has expanded its offerings to include managed security and cloud communications – each customizable for each customer’s unique needs.
At the very first customer meeting, Masergy gets a better understanding of what the customer’s desired outcome is. Using this outcome-driven approach that Masergy has adopted, it then designs the customer network around that.
Technology is a central underpinning of all modern businesses and is being used to disrupt industries and redefine business models. Masergy is astutely aware of this and works to deliver the most innovative solutions to its customers.
Masergy’s managed service approach, with 24x7x365 customer support means it is constantly vigilant of its customers and their vital technology assets. When customers call Masergy’s network and security operations centers, they speak directly to engineers who help resolve their issues on the spot.
The company’s focus on its customers has led to industry recognition such as:
• Silver Stevie Award winner in the 2016 Sales and Customer Service Excellence
• NPS of 70.3%
• Silver winner in the 2015 Customer Sales & Service World Awards
• Gold Stevie Award winner in the 2016 Stevie Awards International Business Awards for Customer Service Department of the Year
Masergy’s best-in-class NPS, the worldwide standard for organizations to measure, understand and improve their customer experiences, continually validates its strong customer focus. Masergy increased its NPS to 70.3% in 2016 from 66% in 2015 – with both scores well above the B2B technology company NPS average of 23%.
The NPS is such an accurate and telling measurement for Masergy because it’s based on direct customer feedback, measuring their likelihood of recommending a company’s products and services. Masergy “promoters,” those who rated a 9 or 10 (on a scale of 0 to 10), outnumbered “detractors” (6 or below) by an 8: 1 ratio. By this, it is clear that a far greater number of Masergy customers would refer them to colleagues versus those who would not. Masergy also found that customers who gave the highest customer satisfaction rating use more than one Masergy product and were open to adopting new products and features as they become available.
Masergy values customer feedback, which is why it’s constantly focused on innovation, and customer requirements are always the driving factor. Companies’ business requirements are constantly changing and Masergy strives to take the complexity out of everything to provide its customers with a customized, programmable, and agile network to meet the dynamic needs and changing application performance for every customer.
Customers often validate Masergy’s customer service. Two examples include:
• Andy Garland, infrastructure manager at Creative Arts Agency - "Masergy's customer service and network reliability is second to none and implementations are seamless. That's why they have become a trusted IT partner and not just a vendor."
• Joe DeFelice, senior director of IT at Akamai - “Masergy's innovative technology and customized approach to customer service allows us to be agile in response to changing business needs."
Masergy also enjoys continued 20% year-over-year top line growth, maintains a high customer retention rate of 99%, and expanded its global customer base by 25% this year.