ECI Software Solutions wins one Silver Stevie Award for Sales & Customer Service and two Silver Stevie Awards for its transformative customer service support and front-line technology efforts.
ECI Software Solutions announced it has won three Silver Stevie Awards at the 19th annual Stevie Awards for Sales & Customer Service. Marlene Summers, Senior Vice President of Global Customer Support for ECI, won a Silver Stevie Award in the “Customer Service Leader of the Year” category; and ECI’s customer support team won two Silver Stevie Awards in the “Front-Line Customer Service Team of the Year – Technology Industries” and “Customer Service Transformation Award” categories.
In 2024, ECI transformed its global customer support strategy shifting away from a traditional tiered, call-centre model to a more collaborative approach using product-specific support pods. This change transformed the daily experience of hundreds of team members across seven countries and 70 ECI products, enabling them to resolve customer requests in the shortest time possible.
ECI explained that in less than one year, Summers and her team reduced the time to resolve customer service cases by 32%, improved phone channel resolution by 76%, and decreased case escalations by 76%. The new approach greatly enhanced the customer service experience as well as case efficiency.
“At ECI, our customers are at the heart of everything we do, and this recognition of three Stevie Awards is a true testament to our teams’ unwavering commitment to customer success,” said Riz Karim, Chief Customer Officer at ECI. “We are incredibly proud of Marlene’s leadership at the helm of global customer support, as well as the dedication of her team, which works tirelessly to listen and adapt to the evolving needs of our customers. Their efforts raise the bar as we continue to empower the entrepreneurial spirit on a global level.”
More than 2,100 global nominations were considered in this year’s competition. Winners are determined by the average scores of 176 professionals worldwide on seven specialised judging committees. Each entry is reviewed and rated by no fewer than five pre-qualified volunteer judges on a scale of 1-10.
“The outstanding scores awarded to this year’s Stevie winners reflect the exceptional levels of achievement they demonstrate,” said Maggie Miller, President of the Stevie Awards. “We proudly join the judges and the entire Stevie Awards community in congratulating and celebrating the winners on their accomplishments.”
Winners will be celebrated during a gala event attended by more than 400 professionals at the Marriott Marquis Hotel in New York City on 10 April.
