Company: SignUp4, Atlanta, GA
Company Description: SignUp4 offers customizable, cost effective and powerful software tools to help corporations manage all aspects of their meeting and events, from registration to travel and spend. By focusing on quality products and long term client relationships, SignUp4 has been able to offer outstanding service to meeting planners and corporations worldwide for over 10 years.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: SignUp4 Client Service Team

1. Tell the story about what this nominated team achieved since January 1 2009 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The SignUp4 Client Services Team made numerous enhancements during 2009 to
increase the quality of support and elevate client satisfaction to new levels.
Innovations were continually made throughout the year to enhance and improve
current support methods as well as pioneer new products in an emerging market
that is experiencing government regulated changes.

Client Services made it a priority in March 2009 to cross-train all team
members to support and teach each area of the system, while each member
specialized in a certain product. Cross training and time off management
ensured that a senior person was on staff at all times to handle issues company
wide, ensuring the client need was met. This approach assured each caller would
receive prompt and level appropriate service. If the call needed further
specialized attention, each member is trained to triage the call and escalate
it accordingly.

Client on-boarding was memorialized as an opportunity to understand each
individual users mission and build a plan for them to gain the necessary
training and additional services. Through understanding the user’s needs, it
was apparent that Meeting Planners traveled all over the world and needed
support at all times of the day. Training was recognized as a method for the
client to achieve a high return on investment. In order to accommodate this,
in May 2009, the Team enhanced the current help documents and created on-line
video instructions. These types of instructions were extremely helpful for
users as it gave them customized directions. The SignUp4 Client Service Team
began offering pre-recorded classes in July 2009 that are available 24/7, in
addition to the over 1,470 instructor led classes taught in 2009.

A unique partnership in the industry is the relationship between Client
Services and SignUp4’s clients. When new features are developed, the Client
Services Team asks clients to participate in the discovery and beta testing
process. Clients gain practical experience with new features and have the
ability to guide the development of the product.

SignUp4 is one of the few meetings technology companies in the industry which
does all client support at the home office located in Atlanta, Georgia. Live
customer support allows clients to build a relationship with someone who
understand their business and assures that the user will get a timely answer.
What’s more is that the Client Services Team also teaches the users to submit
their event links prior to launching their event to help garner success. One
of the additional benefits to the live customer support is that they get
someone that they will know by name and callers are not placed in a recording
queue.

The Client Services Team had to develop and update policies and procedures to
accommodate the growth SignUp4 experienced in 2009, both internally and
externally. The Client Services Team owned the challenge to meet growth and
pioneer new products. Proof positive is that the team was able to sustain the
high level of quality service while maintaining a 93.5% client satisfaction
rating (out of 100%) in 2009.

2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.signup4.com
http://www.signup4.com/CSRate.pdf
http://www.signup4.com/customer-support.html
https://www.signup4.net/Public/ap.aspx?EID=SU4U10E&OID=130
https://www.signup4.net/Public/ap.aspx?EID=SU4U10E&OID=140
https://www.signup4.net/Public/ap.aspx?EID=SU4U10E&OID=110
https://www.signup4.net/Public/ap.aspx?EID=SU4U10E&OID=145
http://www.signup4.net/Public/ap.aspx?EID=HRVO40E
https://www.signup4.net/Public/ap.aspx?EID=SU4U10E

3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Kelly Wentworth is a Client Services Team Lead with SignUp4, in Atlanta, Ga.
Kelly leads a team to help SignUp4 clients with many aspects of meetings
management, including managing meeting processes, building event sites and
tracking event expenses. Kelly has a BSEE and a BAFL from Tennessee
Technological University.

Amber Azer is a Client Services Team Lead at SignUp4 in Atlanta, Ga. Amber was
an event coordinator who started out as a client of SignUp4 and transitioned
into a member of the team. Her industry experience and knowledge of the systems
has helped shape the Client Services Department.