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Company: ExactTarget, Indianapolis, IN
Company Description: ExactTarget is a leading global provider of cross-channel digital marketing software-as-a-service solutions that empower organizations of all sizes to communicate with their customers through email, mobile, social media, Web and marketing automation.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries

Nomination Title: ExactTarget Global Support Delivers Unmatched Customer Satisfaction

Tell the story about what this nominated team achieved since the beginning of July 2012 (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:  TEXT REDACTED FOR PUBLICATION

ExactTarget Global Support

The ExactTarget Global Support organization consists of professionals from six regional offices around the world. The team collectively supports thousands of customers with 24/7 technical support in five languages. The team’s “sole purpose for being” is to provide exceptional client experiences, one interaction at a time.

ExactTarget Global Support Intent

Driven by a passion for client success that is deeply rooted in the company’s core values and culture, the ExactTarget Global Support team is laser-focused on delivering world-class customer service with an unrivaled, market differentiating team. The group’s focus on delivering unmatched client experiences has spurred clients to share their positive experiences publicly on Twitter and in client satisfaction surveys, including:

Seriously…@ExactTarget support is going above and beyond for my client (and me!) right now. – Tweet 04/30/13

“Your support team is awesome! They are very knowledgeable, fast and have been really pleasant to work with whenever I've needed help.” – Client satisfaction survey 05/29/13

“Your customer service has always been top-notch!” – Client satisfaction survey10/09/12

“You have some of the best customer support people I’ve ever worked with to resolve technical issues...” – Client satisfaction survey 09/25/12

“You guys have the very best technical support team in the business. Every time I speak with someone new, I'm just as impressed as I was the time before.” – Client satisfaction survey 08/12/13

“You guys are a great life line. I couldn't do this job without your expertise. Much appreciated!” – Client satisfaction survey 05/13/13

To ensure ongoing improvement, the team implemented an “automated” closed-loop process to identify and alert leaders to address any post-interaction survey with a score of less than top two-box. Through this process a Global Support leader reaches out personally to any client who has expressed any degree of dissatisfaction to obtain additional feedback and gain knowledge to use in coaching sessions for continuous improvement of the team.

Delivered via phone, email, chat, online and through direct interaction with clients, ExactTarget’s Global Support team sets the standard for customer service.

ExactTarget Global Support Growth

Global Support continues to evolve into a multi-national, multi-lingual operation, expanding to serve the needs of the company’s rapidly growing global client base and ever-expanding product lines. Since July 2012, the team has experienced rapid growth, added or expanded global support for several new digital marketing products and features, fully implemented a workforce management solution for front-line staff and expanded operations to include support in German, French and Spanish.

ExactTarget Global Support Performance Results

•Customer Satisfaction: The team has improved year-over-year performance in all Client satisfaction categories (top two-box) since 2011.
•Consistent Availability: 85% of all calls answered within 30 seconds w/ an ASA of 28 seconds
•Employee Satisfaction: 92% of all employees selected top two-box

Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:

As the Sr. Director of Global Support, Shannon Bradley’s primary goal is to ensure every client receives the utmost level of support with every interaction. With 25 years of customer service experience from a wide variety of industries, she joined ExactTarget in May 2010 and has led the rapid growth of the team and its ongoing globalization. Shannon, and her entire leadership team, works collaboratively to ensure the organization operates at an optimal level on behalf of our clients.