Customer Success

At Alfresco, we love to tell prospects, customers, analysts, prospective employees, anyone really, about how we are a company of more than 375 (and counting) employees who truly want to deliver great experiences to our customers and partners. We can talk about this with confidence because there is a certain truth in business: You cannot fake a passion for delivering great customer experiences.

Today, we want everyone to know how incredibly fortunate we are to have a team who engage with our customers and partners every day and truly embrace that passion for delivering great customer experiences. Here’s why: We just received notification that our Customer Support and Premier Support Services Teams are among a very prestigious group of recipients of the 2014 Omega NorthFace ScoreBoard Award! This award is the only award of its type and is a highly regarded customer service industry award based upon an independent audit which comes exclusively from the evaluation of our customer measures and customer feedback. In Alfresco’s case, that means our customer satisfaction survey which measures the level of satisfaction expressed by our customers each time a support case is closed.

There is no better recognition for this hard work than when it comes directly from the customers they serve every day and gets further acknowledged by an organization like Omega. At Alfresco, we truly believe that having the best technology alone is not good enough for a leading global company like ours, because at the core of our business are our customers. How we work with them on a daily basis—ensuring that they get prompt, effective and courteous service and that they are meeting their business goals—is what drives our team. Customer service is at the forefront of everything we do.

The Omega Management Group first initiated this program 15 years ago. It is the first of its kind in the service industry to recognize organizations who not only offer exemplary service to their customers, but who center their very existence on a deep commitment to being customer centric. It is widely recognized as the most prestigious award for customer service excellence.

And the process is not easy. Omega reviews customer satisfaction survey results each year from over 500 companies on average to determine their qualification for the honor. First, each organization’s customer satisfaction survey must meet Omega’s rigorous qualifications and criteria, which includes mastering both the experience and satisfaction that customers want from their service providers, just to be considered. The journey includes a quarterly review of the survey process and results, and a Customer Satisfaction rating of 4.0 out of 5.0 (or an equivalent rating system) over a 12-month calendar year.

We are proud of this achievement not because it’s another trophy for our lobby. More importantly, it is the result of the commitment and care that we take to make sure our customers meet their business objectives through the Alfresco platform. Not only does Alfresco create an amazing product, design and implement great solutions for customers using that product, and educate and train those customers to be successful, we back that delivery up with a world-class, and now AWARD WINNING support organization that cares deeply about ensuring our customers have consistently great experiences.

Congratulations, team, to a job very well done.

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