Automic, now acquired by CA Technologies Learn more >
 

Automic Nominated for Two Stevie® Awards in Sales and Customer Service

Here’s why we made the finals in two categories at the 2017 Stevie Awards ceremony in Vegas later this month

Chris Boorman
Chris Boorman, February 15, 2017 1:30 pm
Blog > Stevie awards | Customer Services > Automic Nominated for Two Stevie® Awards in Sales and Customer Service

Today I’m pleased to announce that Automic has been nominated for two Stevie Awards, in the Sales and Customer Service categories. The Stevies are the world’s top awards for sales, business development, contact center and customer service.

Our team has been recognized for:

1. Front-Line Customer Service Team of the Year

2. Sales Growth Achievement of the Year

I’d like to thank Chief Sales Officer Chris Vercelli and Senior Customer Service Director Philippe Herbert for their support and their phenomenal achievements over the past year.

Sales Growth FY16

The IT computing landscape is undergoing the most significant change it has ever experienced, as enterprises adopt digital transformation initiatives to become more agile and faster to market with new customer facing offerings. For Automic, taking advantage of this emerging opportunity required a major focus across sales and marketing to drive an aggressive approach to market with global consistency of process, alignment of teams and governance of efforts. This was the foundation of a major transformation initiative in the last 18 months which was driven by the Board of Directors and implemented through our sales and marketing teams.

The results speak for themselves: Automic experienced a momentous 2016, with the close of its largest year ever in fiscal year 2016 (FY16). In addition, the company had a stellar Q4 performance record, in which new licenses were up 48 percent year-over-year. FY16 also brought the two largest deals in the history of the company.

All product lines experienced exponential growth, with the company’s Application Release Automation (ARA) solution growing over 250 percent, and contract renewals came in at 96 percent. Additionally, all sales regions experienced a jump, with Americas and APAC leading over 100 percent of license growth for the fourth quarter and FY16 overall. Automic closed out the year with upwards of $60M in revenue from customers based in the Americas and $145M in total revenue.

This transformation effort was recognized recently by Sirius Decisions, the leading analyst company in this area, who awarded Automic the prestigious award of “ROI for Sales and Marketing Alignment” at their recent European Summit.

Looking forward to FY17, the company plans to invest substantially in sales expansion, product development and future mergers and acquisitions.

Customer Service Team

Automic provides customer care 24 hours per day, seven days per week, 365 days of the year. This commitment to 24/7/365 customer support, crisis and escalation management and incident resolution differentiates the company from others in the space. The team saw a 97.3% renewal rate of support contracts last year. Responses to customer service surveys indicate that 95% of respondents are either “satisfied” or “very satisfied” with the attention they receive.

Attaining best-in-class customer service ratings can in part be attributed to the transformation the customer service department has undergone over the past two years. The goal of this transformation was to refine customer service protocols by examining past cases and implementing only the best and most successful actions for use in future cases. As a result, Automic has streamlined processes such as onboarding new customers, crisis and escalation management, dealing with dissatisfaction, incident resolution, problem management, and more.

The team not only resolves incidents as quickly as possible but also examines why they happen and how they can be prevented in the future. Its customer service ratings and protocols are considered exceptional within the software market and among competitors, who mainly offer only incident response management and neglect to consider time to resolution.

Our customer service team is dedicated to continually improving processes to meet and exceed customer expectations. Although we have gained many new customers within the past year, the number of incidents has steadily decreased due to proactive prevention measures taken by the customer service team, as well as their dedication to perfecting self-service options.

Now in its 11th year, the Stevie Awards for Sales and Customer Service selects winners by averaging the scores of 77 preliminary judges from around the world. Entries were considered in 61 categories for customer service and contact center achievements, including the Contact Center of the Year Award, the Award for Innovation in Customer Service, and the Customer Service Department of the Year Award.

Stay tuned; the awards will be announced on February 24th 2017 at Caesars Palace in Las Vegas.

New Call-to-action

Automic Customer Service Customer Satisfaction at an All-Time High

Suggested resource

Automic Customer Service Customer Satisfaction at an All-Time High

Automic Customer Service Customer Satisfaction at an All-Time High

A look at how Automic’s Customer Service is currently exceeding the market standards, both in terms of customer satisfaction and response ratings.

Stevie awards
Customer Services
Back to the blog
Chris Boorman

Chris Boorman

Dr. Chris Boorman is Chief Marketing Officer at Automic. His doctorate in Physics and Engineering drives his strategic thinking by always looking to understand the stories data can reveal. Chris is passionate about the impact automation and technology can have on business.