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SchoolMint - Customer Service Department of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: SchoolMint, San Francisco, CA
Entry Submitted By: KEH Communications, Inc.
Company Description: SchoolMint provides a cloud-based student enrollment and school choice platform to PreK-12 school systems worldwide. Since its founding in 2013, close to 6,000 schools have chosen SchoolMint to streamline all aspects of student enrollment - student registration management, application, lottery, and school choice management, and digital forms and document uploads.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries

Nomination Title: SchoolMint

Tell the story about what this nominated department achieved since the beginning of July 2016 (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:

SchoolMint partners with nearly 6,000 district, charter, and private schools to help transform their student enrollment to better support the one million-plus families they serve. SchoolMint’s partners represent a range of student demographics, operational processes, technology systems, and technical experience. To meet their diverse needs, SchoolMint’s customer success team provides a comprehensive, personalized, and attentive approach to supporting administrators and families. This results in the team maintaining a 95% satisfaction rate on support tickets which leads to an overwhelming majority of customers renewing with SchoolMint every year.

Customer success at SchoolMint is not just about making customers happy; it’s about helping administrators completely transform the way they do their jobs, as evidenced by the below testimonials.

-“We don’t want a vendor; we want a partner – a family member; our SchoolMint reps Jeremy and Sean are part of the family.” — Daniel Amador, Superintendent, Jubilee Academic Center
-“I would highly recommend SchoolMint to any school. Working with everyone on the team is an absolute joy.” — Laurie J. Jones, Co-Founder, East Bay Innovation Academy
-"My office team LOVES Schoolmint! The Schoolmint Support Team has been a phenomenal partner in translating everything into digital algorithms that make it easier to run the lottery while still maintaining a high level of integrity and transparency…” — David Bond, Director of Operations & Enrollment, North Oakland Community Charter School

Staff and Parent Support:

Immediately post-sale, a SchoolMint client is assigned to a customer success representative who works on client onboarding to get them familiar with and using SchoolMint. The representative remains engaged with the partner throughout the relationship to support them in getting the most out of SchoolMint.

As part of their support offerings, the team provides a robust and comprehensive collection of online training tutorials and personalized support and outreach plans to ensure customers are successful with SchoolMint, regardless of their level of experience with software or online tools. They also provide a 24/7 online help center with hundreds of articles, recordings, and trainings, as well as forums for customers to connect with SchoolMint team members and fellow educators.

One recent success for the team was the creation of a SchoolMint Udemy course to help customers become SchoolMint experts. It was completed by approximately one thousand customers. To further supplement this course, the team launched a best practice webinar series to help administrators effectively use different tools within the SchoolMint system.

To better understand partners’ evolving service and product needs, the customer success team conducts user groups across the country, hosts customers at its offices to better understand their day-to-day operations, and works internally with SchoolMint’s product team to make customer-driven product improvements. Several reporting and communications features have been added to SchoolMint as a result of this feedback. The customer success team was even able to help customers get more out of their communications tools as they assisted Houston-area schools identify parents affected by Hurricane Harvey.

Since parents are an integral part of the enrollment process and also primary users of the SchoolMint system, the team provides comprehensive, bilingual technical support to families with varying degrees of technical knowledge. Parents wait less than 60 seconds on average for support and the average response time for email is just four hours.

Families using SchoolMint have said:

-“Fast response to my request, courteous explanations concerning my issue, and thorough and thoughtful follow-up. Thank you for your help!”
-“I was beyond satisfied and impressed with your customer service. I wish you guys took over all customer service. You have officially spoiled me. Please keep up the great work!”

What truly differentiates this customer success team from others is its people – the dedicated, caring, bright, and technically-savvy individuals who help school systems across the country streamline their enrollment processes and overall operations, and who made it possible for parents to submit approximately half a million student enrollments this past year.