Customer-Powered Technology and Service: A Winning Combination at the 2020 Stevie Awards for Sales & Customer Service
SurePayroll, a leading provider of payroll services to America’s small businesses, was awarded Gold in the e-Commerce Customer Service Award category and Bronze for Contact Center of the Year at the 14th annual Stevie Awards for Sales and Customer Service held in Las Vegas, Nevada. The honors reflect SurePayroll’s 20-year legacy of combining the best of customer-powered technology and service.
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As consumer expectations have evolved to keep pace with everyday technologies, it’s clear there’s no longer a one-size-fits-all solution for small business owners. As the first online payroll service developed for small businesses, SurePayroll is relentlessly focused on its vision to deliver small businesses the most effortless experience in the world. Over the last year a key focus has been on delivering new channels and service strategies that allow each user to find their appropriate experience, whether that be almost entirely self-service and online-only or higher-touch.
“In recent years we have challenged ourselves organizationally to shift our focus from customer-centered to customer-powered,” said John Cumbee, General Manager at SurePayroll. “Part of that shift is using our customer (behavioral and demographic) data and insights to move the needle when it comes to customer experience, specifically replacing the concept of a one-size-fits-all ‘ideal customer experience’ with delivering the appropriate individual user experience at scale.”
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In October 2018, SurePayroll bolstered its focus on providing outstanding customer service by creating a Service Systems and Projects Analysis team to drive more proactive use of data and analytics in defining, understanding, and prioritizing customer needs. The team translates these insights into product and service opportunities that deliver the most value back to the customer and support business strategy.
“As the first online payroll provider for small businesses, we’ve always played at the intersection of technology and customer service,” said Jamal Ayyad, Vice President of Service at SurePayroll. “It’s really rewarding to see our investments in data, analytics, and automation to optimize both technology and live service recognized by the Stevies. It validates our perspective that ‘if you have to call, we’ve already failed’ and our commitment to constantly evolving to meet customer needs and expectations.”
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