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ECI Software Solutions Shines at the Stevie Awards

In a significant achievement that underscores its commitment to customer satisfaction, ECI Software Solutions, a leading provider of cloud-based business management software, has secured three Silver Stevie® Awards at the prestigious 19th Annual Stevie Awards for Sales & Customer Service. This recognition exemplifies ECI's relentless dedication to enhancing customer experiences through innovative service strategies.

Outstanding Leadership Recognized

Among the accolades, Marlene Summers, ECI's Senior Vice President of Global Customer Support, was celebrated with a Silver Stevie Award in the category of "Customer Service Leader of the Year." Her leadership has been instrumental in transforming ECI's customer support landscape, which has led to significant improvements in service efficiency and customer satisfaction. Under her guidance, the customer support team has earned two additional Silver Stevie Awards for exceptional achievements in the "Front-Line Customer Service Team of the Year – Technology Industries" and the "Customer Service Transformation Award" categories.

Transforming Customer Support Strategies

In 2024, ECI introduced a groundbreaking shift in its global customer support strategy. Moving away from the traditional call-center model, the company adopted a more collaborative approach centered around product-specific support pods. This strategic pivot has streamlined operations and has a direct impact on the daily experiences of hundreds of team members across seven countries and 70 different ECI solutions. These changes have resulted in remarkable outcomes, including a 32% reduction in the time taken to resolve customer service cases and a 76% improvement in phone channel resolution rates.

The rapid resolution of cases has been a game-changer, diminishing the number of escalated cases by the same percentage, thanks to the newly implemented system. "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 team's unwavering commitment to customer success," stated Riz Karim, ECI's Chief Customer Officer. He believes that their collective dedication significantly raises the standards of customer support, which ultimately works to empower entrepreneurial spirits worldwide.

Competing at an International Level

This year's Stevie Awards attracted more than 2,100 global nominations, with the winners determined by the average scores given by a diverse group of 176 industry professionals across seven specialized judging committees. Each submitted entry undergoes a meticulous review process, ensuring only the most deserving candidates are honored. Maggie Miller, president of the Stevie Awards, noted that the high scores achieved by this year’s winners exemplify extraordinary levels of accomplishment and commitment.

The winners will be formally recognized at a gala event scheduled for April 10 at the Marriott Marquis Hotel in New York City, promising an evening of celebration and networking among over 400 professionals from various industries.

A Legacy of Innovation

Founded more than 30 years ago, ECI Software Solutions has established a solid foundation as a trusted partner for over 25,000 customers across more than 90 countries. With expertise spanning across manufacturing, residential construction, building supply, office technology, and wholesale/retail distribution, ECI's industry-specific software is designed to enhance operational efficiency, connectivity, and profitability for small to mid-sized businesses.

The company continues to evolve by seamlessly integrating sales and marketing tools, business intelligence, customer relationship management (CRM), and payment processing solutions, ensuring businesses can adapt to the dynamic market demands.

For more information on ECI and its award-winning solutions, visit www.ECIsolutions.com.

As ECI Software Solutions sets the benchmarks in customer service excellence, they reaffirm their position as leaders in the technological landscape, where innovation meets exceptional customer care.