Company: Pushpay
Company Description: Our founders believed mission-based organizations deserved great software. That vision has fueled our work and our people every day for more than ten years as we create industry-leading software and a culture of generosity.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries
 Nomination Title: Implementation - Speed to Value
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 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 173 words used.
The Implementation team at Pushpay is responsible for onboarding our faith-based customers into our donor management, church management software, and mobile app software. Since the acquisition of two companies over the last four years, a complex product suite, and penetration into a new market (Catholic customers) time to implementation complete (represented by specific milestone completion) has increased dramatically as a result.
[REDACTED FOR PUBLICATION] This resulted in decreased speed-to-value for the customer, decreased customer satisfaction, and lowered retention rates across our customer base. [REDACTED FOR PUBLICATION] Added to the complexity, our customers were still adjusting the impacts of COVID and its impact on their church and community. It became clear that we had to redefine success by finding ways to implement customers more efficiently at scale.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 139 words used.
- Reduced customer effort and implementation time duration by 70 percent [REDACTED FOR PUBLICATION].
- Identified the critical milestones that lead to value for our customers and overall success to implementation complete
- The single most leading indicator of success is the milestone Giving Link Online. Reduced that time [REDACTED FOR PUBLICATION] with continued improvement in the most recent quarter and month.
- Identified other critical milestones that led to overall success and retention and prioritized those prior to completion.
- Entered into a new market (Catholic) and related new services surrounding that market.
- Adjusted to a new customer base driven by a change in sales segmentation and product focus.
- Established two new services to support our Catholic customers — one for individual parishes and one for large regional diocese (150-200 individual parishes)
- 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 9 words used.
- 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 71 words used.
We didn’t just set a target and light a fire.
- We took a step back, to evaluate if the team culture would support the desired results.
- We identified the underlying competencies that would lead to success.
- We made some hard decisions with hiring and retention, to make sure we were drawing in the talents needed to drive these results.
- We were holistic and interdisciplinary in looking at talent, culture, and process.
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