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Cvent

How to EnterCompany: Cvent, McLean, VA
Company Description: Founded in 1999, Cvent is the world’s largest meetings management technology company and has over 850 employees worldwide. Cvent offers web-based software for meeting site selection, online event registration, event management, e-mail marketing, and web surveys, and helps over 90,000 users in 50 countries manage hundreds of thousands of events, surveys and e-mail campaigns.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software

Nomination Title: Cvent

Tell the story about what this nominated department achieved since the beginning of July 2010 (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:

Over the past year, Cvent grew by 40%, added more than 3,900 customers and
received the largest round of funding in the history of the meetings and event
technology industry—a $136 million investment. Armed with this infusion of
capital and faced with such a dramatic increase in customer demand, the
company’s Client Services (CS) team doubled in size and made it a goal to move
beyond their roles as consultants to also serve as informal strategic
counselors to their clients.

The team’s culture is one of “customer obsession,” where they continuously stay
abreast of each customer’s wants and needs, and align customer service
initiatives and product upgrades accordingly. In fact, the majority of Cvent’s
product enhancements this year were developed in response to customer feedback
and requests. It’s also not uncommon for a CS representative to receive a
client inquiry requesting help with another company’s software. This level of
service led to a customer retention rate of nearly 90% and to CS being voted
one of the top three reasons that a customer chose Cvent.

Additionally, the Cvent CS management team continued to invest heavily in
employee development programs—resulting in an employee attrition rate of less
than 5%. This commitment to CS employees allowed Cvent to grow and innovate
over the past year without sacrificing client satisfaction. In fact, 9 in 10
respondents in a Cvent client survey noted being satisfied with customer care.

With this strong foundation in place, the CS team implemented the following
initiatives to help customers, and their businesses, succeed:

• Developed a client implementation process where customers can receive
private, one-on-one training. The team held approximately 125 trainings since
July 1, 2010—a 278 percent increase from the previous year.

• Began serving as strategic partners to their clients by helping them
analyze survey results from Cvent’s web surveys solution and turn those results
into actionable business insights.

• Started building each client’s first event website and registration,
knowing that getting their project up and running with minimal time and effort
was a high priority to clients.

• Established an annual training workshop where CS representatives can
educate up to 25 clients at once on how to best leverage the Cvent software.

• Solidified the company’s commitment to education by offering a Cvent
software certification course, free of charge, to several thousand students at
90 universities.

• Further developed the department’s Social Media Program, where CS
representatives actively engage in conversations with customers, offer real-
time responses, share best practices and contribute to Cvent’s corporate blogs.

The company also maintained the highest ratio of CS representatives to clients
in the industry, and adhered to a 90/90 rule: over 90% of calls are answered in
90 seconds or less; the team also answers all customer support emails in two
hours or less. Additionally, CS handled 320,000 customer touch points
throughout the course of the year.

The Cvent customer service department has made sure that customers are satisfied
and can rely on Cvent as a partner in achieving their business goals.

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]:

Press Release: Customer Service Institute of America Names Cvent “Best of the
Best;” Recognizes Manjula Aggarwal as Customer Service Executive of the Year
http://www.cvent.com/en/company/cvent-customer-service-best-of-best-award-2011.shtml

News Story: On the cover of Customer Excellence Magazine
Balancing Uncompromising Service with Unprecedented Growth
http://www.cvent.com/en/pdf/news/cse_october2010.pdf

Press Release: Cvent Receives $136 Million Investment Led by New Enterprise
Associates and Insight Venture Partners
http://www.cvent.com/en/company/cvent-raises-136-million-funding-with-new-enterprise-associates.shtml

Press Release: Cvent Named One of the Fastest Growing Companies in North
America on Deloitte’s 2011 Technology Fast 500™
http://www.cvent.com/en/company/cvent-named-2011-deloitte-technology-fast-500.shtml


Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

As one of Cvent’s founding members, Manjula has grown the company’s Client
Services team from a few representatives, servicing one product, into a team of
160 professionals, supporting three product lines. Prior to Cvent, Manjula was
a manager for Ernst & Young Consulting Services, where she led a team of
developers in creating e-commerce websites. Manjula also worked with the CIO
of Coca-Cola to evaluate the overall efficiency of Coca-Cola’s Information
Services division. She holds a bachelor’s degree in Management Information
Science from Virginia Tech and a master’s degree in Management Information
Systems from George Mason University.