OMAHA, Neb. (May 19, 2022) — Buildertrend, an industry-leading construction project management solution that supports thousands of home builders, remodelers and specialty contractors worldwide, was honored with the 20th annual American Business Awards® Silver Stevie® Award in the Customer Service Department of the Year category.
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 3,700 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories. More than 230 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.
This marks the fourth consecutive year Buildertrend has been named a Customer Service Department of the Year, after the company received Bronze Stevie® awards in 2019 and 2021, as well as a Silver Stevie® in 2020.
Buildertrend proudly honors its customer service team and its many accomplishments. As Buildertrend grew customer accounts 44% from 2019 to 2021, customer service quality remained paramount. Team members maintained a 97.56% CSAT (customer satisfaction score), doubling chat and email conversations in 2021 to 132,000.
“Kudos to Team Buildertrend for doubling down on your efforts to offer the construction industry more training, tools and customer support than ever during these unprecedented times where industries like construction grapple with many uncertainties and fluxes in the supply chain,” one judge commented of Buildertrend. “Your efforts to deliver exceptional customer service and training during this time are commendable.”
In addition to the aforementioned milestones, Buildertrend’s customer service team celebrated the following improvements:
- Answered almost 100,000 calls in 2021, achieving a 96.84% answer rate
- Decreased call waits, with the average call answered in 15 seconds
- Launched automated chat in 2020, resulting in 17,645 immediate resolutions and saving customers 7,555 hours
- Improved customer confidence through training, leading to 94% increase in projects completed in Buildertrend from 2019 to 2021
- Doubled support representative staff to include more quality control and training positions
“Our outstanding customer support team is committed to improving our customers’ experience and knowledge, so they can boldly meet their industry’s challenges and achieve their goals,” said Eric Fischer, vice president of Customer Success. “We have always believed that our customers’ success is our success. No matter what the industry brings – whether it’s a pandemic or supply chain shortages – that belief does not waver. We are here to help.”
Buildertrend, along with all the Stevie® Award recipients, will be honored at a June 13 awards banquet in New York City. More details about The American Business Awards and the list of 2022 Stevie winners are available at www.StevieAwards.com/ABA.
Buildertrend is the leading cloud-based project management software used by home builders, remodelers and specialty contractors. The company’s award-winning culture is one that’s focused on collaboration, putting customers first and a healthy work-life balance. Buildertrend’s team works together to create, sell and service a software solution that provides a better way for construction professionals to operate their businesses. Buildertrend’s software also provides its team with a means to live better lives and be better humans. To learn more, visit buildertrend.com and @buildertrendlife.
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. 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 2022 American Business Awards include HCL America, John Hancock Financial Services, Melissa Sones Consulting, and SoftPro.