Company: Pushpay, Redmond, WA
Company Description: Pushpay provides a donor management system, including donor tools, finance tools and a custom community app, a church management system, and video streaming solutions to the faith sector, non-profit organisations and education providers located predominantly in the US and other jurisdictions.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries
 Nomination Title: Pushpay Customer Service
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 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 197 words used.
Pushpay provides a donor management system, including donor tools, finance tools and a custom community app, a church management system, and video streaming solutions to the faith sector, non-profit organisations and education providers located predominantly in the US and other jurisdictions.
With Pushpay’s superior product offering and innovative culture, we are the dominant player in the US faith sector for donor management and church management tools. We partner with Customers to help engage and nurture donors in their communities. Over the past year, Pushpay’s Customer Success Team grew by 6% from 101 to 107 members.
As our market has evolved our Team has grown and continually adapts to serve our Customers. We continually evaluate and adjust to better understand how to support Customers.
Ensuring that our Customers have a true partner and advocate in the successful adoption and use of our solutions is our priority. Through thoughtful deployment, training and ongoing support our Team delivers a world-class experience enabling Customers to achieve their goals.
With recent performance, over the six months ended 30 September 2022, Pushpay’s Total Revenue increased by 10% to US$103 million. Pushpay serves 14,602 Customers, up by 4% over the prior comparable period
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
During the past year, our Customer Success Team further strengthened its function by successfully implementing a support recovery and transformation plan to best serve our Customers. This included triage and return to stability support driven through immediate resourcing and implementation of strategic workforce planning. In alignment with the Company’s go-to-market strategy, the Team also scaled up recruiting initiatives to enhance the talent pipeline. As a result, this increased our Customer Support employee engagement and we saw the highest engagement scores in our most recent culture survey conducted in August 2022.
Additionally, during the second half of FY23, we successfully implemented new technology processes and systems including a new customer portal, automatic ticket categorization, help center content enhancement and implementation of a customer self-service roadmap. As a result, the Support team moved into a “subject matter expert” model rather than a “generalist” model. Now, team members are trained on specific support topics, thus becoming subject matter experts in specific areas. As a result, this decreased the number of internal escalations required.
A case deflection tool was also implemented across help content, which surfaces useful content to Customers based on the information they input into their ticket (before submission). In addition, it provides important data to staff around case-deflection success, ensuring we can make improvements to the articles that surfaced for certain search terms. Our greatest improvement was through our support recovery plan which saw a reduction in resolution time by 50% month over month with normalization in June 2022.
- 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 147 words used.
Pushpay's attached 2023 Interim Report and 2022 Annual Report provide information about recent financial performance, business development and product developments. The attached Case Studies are examples of Pushpay Customers and the impact that they see from our solutions as a result of partnering with our Company. To further reiterate the success of our team, please find a Pushpay Customer testimonial below:
“The Customer Support Group was very helpful as I learned my way, and found mistakes that needed fixing. And they and the documentation available online helped me succeed at issuing annual statements when the time came. I’d give the Customer Support Group a very high grade. They are courteous, supportive, and helpful. My sense is that they do all they can to take excellent care of the customers. I am grateful to all of them, and appreciate them very much.” - Columbia Grove Covenant Church
- 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 249 words used.
Pushpay’s platform enables generosity and connection through technology. Our Customer Support Teams are committed to serving our Customers with excellence and ensuring they receive the highest level of support with their partnership with Pushpay. Pushpay serves customers across a range of different denominations and solutions, which allows us to provide world-class technology to a more diverse customer base.
While the COVID-19 environment made it challenging for customers to engage as closely with their communities over the past two years, our increased touchpoints and newly implemented initiatives have helped them to adapt and thrive.
In April 2022, a “customer portal” initiative was launched to act as a “one-stop shop” for customer needs. Customers are now able to more easily access self-help including links to various products and software upgrades and services through a single login. Before this, the average ticket volume was over 12,000 during January, February and March 2022. Post-portal launch we saw a 25% reduction in ticket volume due to case deflection and routing efficiencies. Furthermore, we launched new ticket routing rules that automatically route tickets to the proper team based on the customer-chosen topic (rather than first routing through Support), which improves customer experience and team efficiency.
Competitors continue to offer piecemeal services and products where customers face the challenge of having to reach out to multiple support and implementation teams for each solution. In contrast, we listen closely to our Customers’ needs and requests to actively serve them with innovative solutions coupled with world-class support.
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