Buildertrend’s customer success department recognized for world-class customer service 3 years in a row
The Omaha-based software company was honored with a Bronze Stevie® Award in The 2021 American Business Awards®
OMAHA, Neb. (May 3, 2021) – Buildertrend, a leading construction project management solution that has supported more than 1 million users across more than 100 countries, was named the winner of a Bronze Stevie® Award in the Customer Service Department of the Year category in The 19th Annual American Business Awards®.
The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small.
More than 3,800 nominations – a record number – from organizations of all sizes in every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year and Customer Service Department of the Year.
This is the third year the Omaha-tech company is being recognized for its extraordinary customer service through the American Business Awards, receiving a Bronze Stevie in 2019 and a Silver Stevie in 2020.
“With the American economy continuing to show its resilience, we celebrate the remarkable achievements of these organizations over the past 18 months,” said Stevie Award President Maggie Gallagher. “This year’s winning nominations are a testament to the ingenuity, the commitment, the passion, the adaptability and the creativity of the American people.”
More than 250 professionals worldwide participated in the judging process to select this year’s Stevie Award winners. Judges even provided comments on award-winning nominees.
“Your investments truly seem to be paying dividends, but it’s probably because your team is well-focused on your customer experience,” one judge commented of Buildertrend. “It’s not just that you’re making improvements, but that you’re looking at your customers’ end-goals to help you prioritize. Outstanding.”
Even during the economic hardship brought on by the COVID-19 pandemic, Buildertrend continued its commitment to providing world-class customer service. As a result, the company received a remarkable 96.7% customer satisfaction score in 2020 compared with 95.7% in 2019. This data is gathered by asking each customer to rate their experience with the Buildertrend support team on a five-point Likert scale.
In 2020, Buildertrend made the following improvements to its customer service department:
- Doubled customer support team from 14 to 28 individuals
- Created three new roles to improve overall customer experience
- Doubled customer trainings in 2020 compared to 2019
- Introduced a series of free virtual training conferences that more than 4,900 customers attended
- Decreased the average call wait time by 9 seconds year over year
“We’ve always believed that our support should be next level, but when the COVID-19 pandemic suddenly put job sites on an abrupt hold, and our customers’ businesses were on the line, it became apparent that we needed to support them like never before,” said Eric Fischer, Buildertrend’s vice president of customer success. “If our customers succeed, then we succeed. It’s that simple.”
Details about The American Business Awards and the list of 2021 Stevie winners are available at www.StevieAwards.com/ABA.
Buildertrend is the No. 1 cloud-based project management software tool used by homebuilders, remodelers and specialty contractors. Since 2006, more than 1 million users across more than 100 countries have chosen Buildertrend as their preferred platform for real-time collaboration throughout each stage of the construction process. To learn more about Buildertrend, visit buildertrend.com and @buildertrend.
About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. The Stevies also produce the annual Women|Future Conference. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
Sponsors of The 2021 American Business Awards include John Hancock Financial Services, Melissa Sones Consulting, and SoftPro.
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