Silver Stevie® Award- Award for Innovation in Customer Service – Computer Industries
Bronze Stevie® Award - Best Use of Technology in Customer Service – Computer Industries
NetApp Support Delivery
Silver Stevie® Award - Customer Service Training or Coaching Program of the Year - Technology Industries
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
Winners will be recognized during a virtual awards ceremony on April 14.
More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 160 professionals worldwide on nine specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; more than 60 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Business Development Executive of the Year to Sales Department of the Year; and categories to recognize new products and services, solution providers, and organizations’ and individuals’ response to the COVID-19 pandemic.
The wins from the NetApp Digital Support team reflect the team’s continuing ambition to deliver a world-class user experience. The NetApp Support Site adds a Silver Award® for Innovation in Customer Service – Computer Industries and a Bronze Award® Best Use of Technology in Customer Service – Computer Industries categories for digital innovation for its award-winning NetApp Support Site. The NetApp Support Site has industry recognition with previous multi-year wins in the Stevie Awards® and Association of Support Professionals Top 10 Support Awards and a recent win as Overall Best Support Website from the Association of Support Professionals.
The support site entries focused on continued simplification of the user experience by launching a new support site based on a BETA version and a redesigned backend platform built with NetApp on NetApp technology. In addition, the team optimized and redesigned the front-end user experience including features such as mobile responsiveness, assisted support pane and a holistic channel experience. The new site includes one-stop access to support site, community and knowledgebase, as well as global site access to chat, online case creation, phone and Elio (AI chatbot).
Users experienced significant improvements in their customer experience reflected in exceptional customer satisfaction and ease of use metrics. Additionally, the redesign resulted in reduced costs for site maintenance, increased speed of feature deployment and the ability for the NetApp team to better meet the demand of business.
On the entry, a judge shared the following comment:
“Great way of simplifying the user experience by…converting monolithic architecture to loosely coupled microservices architecture for increasing the performance and making those applications more reliable and highly available.”
NetApp also won a Silver® Stevie Award for Customer Service Training or Coaching Program of the Year - Technology Industries. The entry was for the NetApp Support Model Coaching Program Based on Best Practices.
The entry focused on implementation of the Knowledge Centered Services, version 6 (KCSv6) methodology. The exemplary training and coaching program included methodology based on best practices, defined processes for content reuse, improved and created knowledge to solve customer issues, and enabled a robust self-service platform for customers. Impressive results include licensing 85% of engineers, 100% of coaches and a greatly improved customer contact ratio – increase of 115% over 6 months showing greatly improved metrics for self-support for users rather than opening a case.
On the entry, judges shared comments including:
“Sounds like a very successful program. Excellent CSAT improvement. KCS sounds like it has worked well. Great to see additional supporting info[rmation] added to the knowledge base.”
“Great methodology of implementing a wave-based approach of the Knowledge Centered Services which empowered engineers to efficiently resolve cases.”
“The NetApp Support Site and Delivery teams are at the center of our customer support delivery strategy and we are very honored to receive this highly esteemed industry recognition with two Silver and one Bronze Stevie® Awards. These awards are proof that the team continues to innovate to deliver a world-class support experience to our NetApp customers and partners around the world. We are especially honored to receive the Silver Stevie® Award for Coaching Program of the Year which reflects our commitment and execution on best practices in Knowledge Centered Service. I am truly proud of the achievements of our team in their continual focus and dedication to optimal customer experience,” said NetApp VP of Customer Support Services Joe Novak.
“In the toughest working environment in memory for most organizations, 2021 Stevie Award winners still found ways to innovate, grow sales, please their customers, and secure new business,” said Stevie Awards president Maggie Gallagher. “The judges have recognized and rewarded this, and we join them in applauding this year's winners for their continued success. We look forward to recognizing them on April 14.”
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.
About NetApp NetApp is a global cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloudlike experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people—anytime, anywhere. Learn more at www.netapp.com or follow us on Twitter, LinkedIn, Facebook, and Instagram.
NETAPP, the NETAPP logo, and the marks listed at http://www.netapp.com/TM are trademarks of NetApp, Inc. Other company and product names may be trademarks of their respective owners.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 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.
Sponsors of the 15th annual Stevie Awards for Sales & Customer Service include Sales Partnerships, Inc., and ValueSelling Associates, Inc.