Bottomline Technologies awarded The UK Government Standard for Customer Service Excellence

Reading, UK - 3 March 2010

Bottomline Technologies, a leading provider of collaborative payment, invoice and document process automation solutions, today announced that the company has achieved the UK Government Standard for Customer Service Excellence.

Bottomline Technologies is one of the few private sector organisations to achieve this standard and the first and only one in its industry sector. The UK Government Standard for Customer Service Excellence was launched by the Cabinet Office of the UK
Government in March 2008 to promote customer service excellence across public and private sector organisations.

Bottomline was assessed against the criteria for the award by SGS, the world-leading independent verification and certification company. In their report, SGS’ inspectors stated:

“Bottomline Technologies was found to have a deep understanding and a commitment to Customer Service Excellence. The commitment was found from Senior Management levels through to operations and front line staff.”

“Areas of Good Practice
• The induction and personal development planning process has been carefully constructed and is both grounded and practical in the way it links company vision with the strategic planning process
• The physical facilities are impressive
• A very high proportion of your business comes from previous and existing customers
• The formation of the Key Customer Care Team and its subsequent expansion has marked a critical improvement in customer service over the past two years”

“Areas of Compliance Plus
• The C1 customer focus scheme underpins every activity in the company, providing the foundation of a highly customer-focused operation.”

“We are particularly pleased and proud to get recognition for our C1 Customer First program,” said Nigel Savory, managing director of Bottomline Technologies. “Delighting the customer is an intrinsic part of the business culture here at Bottomline, reminding us that the customer is at the heart of everything we do in Bottomline.”

“This award further confirms our focus on innovative solutions and customer service is enabling us to grow our business through delivering added value to our customers and business partners.”

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