DEVOPSdigest

Tricentis won a STAR Award for “Best Practices in Support Services” in the SMB category by the Technology Services Industry Association (TSIA).

This award recognizes Tricentis’ achievements in increasing productivity, service levels, or customer-centric measurements, increasing problem avoidance, and effectively handling more interactions using unassisted and assisted channels.

Tricentis has invested significant time and resources in optimizing an effective, engaging, intelligent self-service solution to drive the right customer experience. The impacts to the support team and customer base are incredibly positive. For example, Tricentis raised its net promoter score by one-third and CSAT by over 20 percent. In all, the support team’s efforts resulted in $7.1 million dollars in savings for Tricentis.

“Continuous innovation and flexible adjustment are vital when it comes to providing excellent support services to a constantly growing customer base,” said Alexander Mundorff, Tricentis VP of Support. “But to efficiently address the high volume of requests that result from this growth, the customer self-service ratio must increase. At Tricentis, we see our customer service as a true differentiator, setting us apart from the competition. We are honored to have our dedication to customer success recognized by TSIA.”