ECI Software Solutions Triumphs with Three Stevie Awards
ECI Software Solutions, a well-respected name in business management software, earned three Silver Stevie Awards, underscoring its dedication to exceptional customer service. Marlene Summers, who leads the Global Customer Support team, was recognized as a Silver 2025 Stevie Award winner for her strategic leadership and successful operational model.
Transformative Customer Service Initiatives
The company has shown remarkable growth by innovating its customer service support strategy, moving away from traditional call center operations. The shift to product-specific support pods has marked a new era for the company, improving overall efficiency and customer interaction across 70 different ECI products.
Significant Improvements in Service Delivery
In less than a year, the transformation led to a staggering 32% reduction in the time taken to resolve customer service cases. Furthermore, phone channel resolution rates improved by 76% while case escalations saw a decrease of 76%. This agile approach has greatly enriched the customer experience.
Celebrating Team Efforts and Leadership
Riz Karim, Chief Customer Officer at ECI, spoke volumes about the award's significance, stating, "The recognition of these Stevie Awards showcases our unwavering commitment to customer success. Marlene's leadership has been pivotal in nurturing a supportive environment, propelling our teams toward achieving exceptional results for our clients."
Recognizing Industry-Wide Excellence
More than 2,100 global nominations were analyzed during this year's Stevie Awards, with winners determined by the average scores from professional judges worldwide. Each entry was evaluated by no fewer than five pre-qualified judges on a scale from 1 to 10, highlighting the rigorous selection process.
Gala Event and Future Aspirations
The winners will be honored at a celebration event attended by over 400 professionals at a prestigious venue. ECI's accolades not only underline its industry leadership but also reinforce its ongoing mission to empower businesses globally.
About ECI Software Solutions
ECI Software Solutions is dedicated to providing comprehensive cloud-based business software designed for small and medium-sized enterprises. With over 30 years of industry expertise, ECI specializes in sectors such as manufacturing, construction, technology, and wholesale/retail distribution. The company's solutions enhance operational efficiency and facilitate broader business capabilities.
Frequently Asked Questions
What are the Stevie Awards?
The Stevie Awards are international awards recognizing outstanding performance in the workplace across various industries.
Who is Marlene Summers?
Marlene Summers is the Senior Vice President of ECI's Global Customer Support and was recognized for her leadership with a Silver Stevie Award.
What changes did ECI implement in their customer service?
ECI shifted to a collaborative support model using product-specific support pods, enhancing response times and case resolution.
What achievements did ECI make in customer service efficiency?
ECI achieved a 32% decrease in resolution times and significantly improved resolution rates for customer inquiries.
How many nominations were considered in the Stevie Awards this year?
Over 2,100 global nominations were submitted, with winners selected by a panel of judges from around the world.
