Independent Assessment Rates Bottomline’s Customer Care as ‘World-Class’
Bottomline Technologies (NASDAQ: EPAY), a leading provider of cloud-based payment, invoice and banking solutions, has been awarded the prestigious ServiceMark Accreditation from the Institute of Customer Service (ICS), the UK’s leading independent, professional membership body for customer service. ServiceMark is a well-recognized organizational standard which commends excellence in customer service. The ServiceMark Accreditation is based upon the results of an independent survey of Bottomline’s customers and an on-site assessment of the business’ customer experience.
Achieving ServiceMark Accreditation, in addition to the Customer Excellence Standard, which Bottomline achieved in December 2012, makes Bottomline the only software provider to hold both awards concurrently. The combination of independently achieving these two highly regarded standards confirms Bottomline’s position as a technology market leader in customer service and emphasizes its on-going commitment to outstanding customer care.
“Bottomline Technologies has experienced incredible success by providing our customers with the best experience possible. Customer delight is a fundamental part of our company culture,” said Rob Eberle, President and Chief Executive of Bottomline Technologies. “Our C1 Customer Care program is a key part of our operations and pivotal to us achieving the ServiceMark Accreditation. The award is a fantastic testament to the commitment and dedication of all the Bottomline staff who strive to deliver outstanding customer service on a daily basis.”
Over 100 of Bottomline’s largest customers participated in the customer feedback survey. The survey was measured against nationally recognized benchmarks, including the UK Customer Satisfaction Index which rated Bottomline as ‘World-Class’ for its high quality of customer care.
“ServiceMark is increasingly recognized as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organizations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.” says, Jo Causon, Chief Executive, Institute of Customer Service.