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Infor Support Wins 11th Confirmit Customer Excellence Award

United States – May 17, 2019, 03:30 AM

Infor Support Services has won a 2019 Confirmit ACE (Achievement in Customer Excellence) Award for the 11th straight year.

Infor Support was selected in the "Voice of the Customer" category, which recognizes companies that have developed a strategic approach to listening to customers, including multi-channel and multi-touchpoint programs that deliver the Voice of the Customer at key moments of the customer lifecycle, and deliver true value, according to Confirmit.

"We deliver applications that help our customers drive innovation in their businesses. And, for our customers to be successful with our applications, we strive to deliver an exceptional customer experience. Listening to our customers, understanding exactly what they need from us and taking action to deliver it is critical,” said Marylon McGinnis, senior vice president of Infor Global Support Operations. “Our customer feedback is used to drive innovation in every aspect of our support delivery, including our support plans, tools and processes.”

Infor’s support staff make the difference, and they are all in for customers. Here’s what they say:

  • “I believe in the saying that the greatest technology in the world hasn’t replaced the ultimate relationship building tool between a customer and a business. By providing effective customer service, we gain mutual trust and a long-standing relationship. Going above and beyond to keep our customers happy gives us a sense of satisfaction and confidence. Ultimately, good customer service defines who we are."
    Srimathi Rangarajan, product support analyst, Halifax, Nova Scotia
  • “Our approach to customer service is to ensure all customer questions — no matter how simple or complex — are fully understood and resolved completely to their satisfaction. The depth of knowledge on our team is extensive. I know of no other company where you can ask a question at midnight and a knowledgeable consultant will quickly answer—due to the dedication of a worldwide team working together for the good of our customers.”
    Micah Foster, Infor Support operations team leader in North America
  • “I love delivering great customer service. We are always trying to make our customers delighted with Infor and their Infor products. Receiving this ACE Award makes me happy.”
    Pim van Duinen, product support analyst, Barneveld, The Netherlands
  • “I take great pride in not only solving customers’ problems, but teaching them how to better use our sales and catering software to resolve their unique business challenges. Taking the time to not only answer their questions, but advise them on other ways to better use the software based on my knowledge helps the software provide greater value to their business. Providing quick, accurate, and complete information lets the customer get back to running their business with little disruption. We are always here to help, and we enjoy the relationships we have built with our customers. That’s how you build loyalty and trust.”
    Dustin Rhodes, senior product support analyst, Livermore, California
  • “Our Development, Services, and Support team all work together to assist with projects and enhancements for our customers wants and needs. If we don’t know something, we will find and use all possible resources, until the customer is satisfied. We have team discussions and meetings where we share any and all concerns. We assist each other in finding a resolution for the customer no matter how small or big the problem is. Our Support team works as a family, and as a family, when a problem arises, we work together. There is no ‘I’ in Support Team."
    Tanja Kamarullah, senior support analyst in North America
  • “What is customer service? Is it closing a really hard incident? No! We are Infor Customer Service: high quality, high performance, delight customers, ensure satisfaction, generate happiness, integration, knowledge transfer, reduce churn rate. This is customer service for us. Constant concentration, results-oriented, customer success is our passion. It deserves 100% of our attention. Customer Service is a lifestyle.”
    Fabiano DoCarmo, support operations team lead

"We're delighted to honor Infor with a 2019 Confirmit ACE Award as they have proven time and again their prowess in the customer experience field,” said Ken Østreng, president and CEO of Confirmit.

Confirmit is the world's leading SaaS vendor for multi-channel customer and market research solutions. Confirmit's ACE Awards program was established in 2005 to honor outstanding work and meaningful contributions to the achievement of universal customer excellence.

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