Fleetmatics Group Plc, the global provider of fleet management solutions for commercial fleet vehicles delivered as software-as-a-service (SaaS), has won a Silver Stevie Award in the "Best Use of Technology in Customer Service - Computer Software" category. Winners were announced at the eighth annual Stevie Awards for Sales & Customer Service gala in Las Vegas on 21 February.
More than 1,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year's competition. Finalists were determined by the average scores of 129 professionals worldwide. Entries were considered in 43 categories for customer service and contact centre achievements; 43 categories for sales and business development achievements; and categories to recognise new products and services and solution providers.
Fleetmatics won for its successful integration of two different, complex customer service organisations, the result of its 2010 acquisition of SageQuest. This was especially challenging due to the sheer volume of customers and data involved; Fleetmatics has more than 22,000 customers, 445,000 subscribed vehicles and approximately 52 billion customer data points, all of which must be available and supported on the system. Fleetmatics constructed a proprietary, front-line customer service support system called CARE to handle the transition. CARE provides swift, thorough and effective resolution to customer issues to maintain Fleetmatics' high service levels month-over-month.
"The Stevies are one of the world's most coveted awards programmes, and we're thrilled that Fleetmatics ranks highly amongst this elite group of companies providing award-winning service," said Dennis Abrahams, Fleetmatics Chief Operating Officer. "The global consolidation of Fleetmatics' two customer service organizations enabled us to quickly implement best practices across the company leading to improved productivity and customer satisfaction. Our ability to provide top-tier service to our clients enables them to better serve their own customers, and that makes for a win-win business environment."