AdCellerant Wins Gold for Customer Service
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.
Nicknamed the Stevie’s for the Greek word meaning “crowned,” the awards will be presented to winners at a gala ceremony at the Marriott Marquis Hotel in New York on Monday June 11th, 2018.
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, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Live Event of the Year, and App of the Year, among others.
The AdCellerant Client Service Team is among the best in the industry and their responsibilities reach far beyond customer service. This team supports the sales process, the ops process, provides training, joins sales calls as subject matter experts, assist with campaign planning, campaign renewals, and campaign execution. We measure their performance based on Key Performance Indicators (KPI’s) such as 1st reply time on tickets, surveyed customer satisfaction rates, onboarding rate of new partners, and overall revenue growth.
2017 was a record year for our team. They had the best year they have ever had in every one of these measurements. To measure our success and compare our performance to similar companies we leverage a system called ZenDesk. Our team averaged an 8 hour 1st reply time while our competition averages 23 hours. Our team also averaged a 99% customer satisfaction rate while our competition averages a 95% customer satisfaction rate. What makes this even more impressive is the fact that the average competitor receives 162 new monthly tickets while our team receives 1,000+ month. At 7-8x’s the volume of similar companies it is absolutely amazing they are able to consistently deliver a better customer service experience than their competition.
Beyond these very measurable activity related KPI’s our team also hosted 100’s of trainings or nearly 2x’s as many as the year before. They onboarded 60 new partners or doubled the volume of partners they manage every month. They also assisted in driving nearly $4MM in incremental revenue growth year over year. All of these improvements were 50-70% improvements over their previous records set on a year over year basis.
It is difficult to explain or quantify how exemplary their performance has been and how valuable of an asset this team is to their customers and the company. Our team of 7 individuals supported by our ops team of 12 is the best in the Advertising and Marketing industry. The way they manage the workload, workflow, continue making process improvements, and exceeded expectations is proof they are the best.
Details about The American Business Awards and the list of 2018 Stevie winners are available at www.StevieAwards.com/ABA.
Operating in 300+ US markets and 5 international markets AdCellerant is an Ad Technology and Digital Marketing Services company that specializes in executing small business programmatic display, mobile, tablet, video, native, email, and search marketing campaigns on behalf of local media companies. AdCellerant integrates with partner media companies to help train their sales team, sell creative marketing campaigns to their clients, and execute/report on what has been sold to create a dynamic, compounding digital revenue stream.
Brock Berry- Founder & CEO
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German 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 10,000 entries each year from organizations in more than 60 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.