IRVINE, Calif. –
Spireon received a reason to be celebratory on a Monday morning amid the coronavirus pandemic.
Spireon announced it has been named a winner of the 2020 Excellence in Customer Service Award, presented by Business Intelligence Group. For the second year in a row, Spireon has won under the Organization of the Year category, as the company gained honors for its commitment to service and support for its more than 20,000 customers.
Spireon chief executive officer Kevin Weiss said in a news release, “2019 marked another outstanding year for Spireon as we strive to deliver meticulous, white-glove customer service and value every single day.
“We have always embraced a customer-first philosophy and winning this award two years in a row is a testament to our ability to continuously provide outstanding customer service,” Weiss continued.
Through the dedicated work of its customer service team, Spireon said it earned a net promotor score (NPS) of 76.7 in 2019, greatly exceeding the industry average of 26 for business-to-business technology companies. Spireon credits its high NPS score to comprehensive customer onboarding, diligent interaction with customers by multiple company teams and round-the-clock phone support from three U.S. call centers.
On average, customer service calls were answered within 42 seconds in 2019, a 28% improvement from the 2018 average of 59 seconds, according to Spireon.
“Year after year the role of customer service plays a more important role in all of our lives,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “We are thrilled to be honoring Spireon as they are leading by example and making real progress on improving the daily lives of so many.”
Organizations from around the globe submitted their customer service and success strategies and platforms for consideration in the BIG Excellence in Customer Service Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
“Spireon stood out among its competitors as an industry leader in both customer service and innovation categories with its continued hardware and software releases throughout 2019,” the company said.