The American Business Awards are the nation’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 Stevies 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 Tuesday, June 20. Tickets are now on sale.
This is the second year in a row that TOPS' customer service division has won this award. TOPS support manager Teri Perez believes that success can be attributed to the dedication his team has to serving the customer:
In the last year alone, TOPS Software has proven that the way to elevate your customer support is by elevating your customer experience.
"In the last year alone, TOPS Software has proven that the way to elevate your customer support is by elevating your customer experience. We have continued to provide unparalleled service, as evidenced by increasing NPS scores, feedback average scores, and nonexistent case carry-over. This is due in part to the implementation of an in-app feedback tool to our TOPS [ONE] application. The primary request made by customers in 2015 was for a more direct line to access support beyond a phone call. In-app feedback satisfied that desire and has allowed our team to offer a better support experience to clients."
TOPS Software's customer support team of operates out of their Clearwater, Florida office. The company employs 18 individuals dedicated to support, including technicians, developers and administrators. The team is structured to provide support for clients across the country, 12 hours a day. Online resources such as a customer portal and comprehensive knowledge base provide support during off-hours.
The team resolved 34,993 cases in 2015, with a 0% carry over percentage. This means that no cases went unanswered from one day to the next. In addition, the team authored over 500 self-help articles for clients, and collected over 3500 feedback surveys. The results of that survey feedback was overwhelmingly positive, with the team garnering an average 4.935 feedback score, out of 5.
Judges were impressed with the volume and positivity the TOPS team was able to gather, when compared to the much larger sized teams of the companies that were competing in the same category. Said one judge, "Solid performance by a very small team. NPS improvement always good to see. Interesting achievements in all the KPI's set. All I can say is nicely done."
"Solid performance by a very small team. NPS improvement always good to see. Interesting achievements in all the KPI's set. All I can say is nicely done."
More than 190 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.
“Each year the judges find the quality and variety of the nominations to be greater than the year before. The 2017 competition was intense and every organization that has won should be proud,” said Michael Gallagher, president and founder of the Stevie Awards.
ABOUT TOPS SOFTWARE TOPS Software, the leader in Condominium and HOA management software solutions, is committed to providing modern technological solutions to the community association management industry. TOPS products are used by thousands of organizations to manage millions of homes across the United States. Learn more about TOPS at http://www.topssoft.com.
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.