GREENVILLE, NORTH CAROLINA – February 2, 2021 – One Source, a leading managed services provider specializing in Communications Lifecycle Management, IT Infrastructure and Cybersecurity services, was recognized today with a Silver Stevie® Award for the Best Customer Engagement Initiative category as part of the 15th annual Stevie Awards for Sales & Customer Service.
One Source’s award was driven by a decision in 2019-2020 to reorganize the Customer Success team. Despite an existing customer retention rate of +98% with average customer tenure of 13 years, the rapid growth of the business made it necessary to continue to optimize the customer experience at scale. To accomplish this goal a more cohesive role-based team structure was implemented. This new structure formally delineated tactical work of managing customer’s environments from the strategic program management work required to drive the most successful deliberate outcomes for clients. The team was modernized to break traditional customer assignments and instead, monitor and drive optimized project tracking and KPI performance to ensure customers received increased responsiveness and cost savings. These collective changes have allowed One Source’s Customer Success team to nearly double their revenue managed, while maintaining One Source’s industry-leading +98% retention rate.
“I feel a lot of pride to work for a company with a team that continues to show that we are obsessed with customer service and that we have strong bidirectional customer relationships. This Stevie award reemphasizes that you can grow a business and still maintain your customer brand culture” explains Lance Phillips, VP of Customer Success, One Source.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 160 professionals worldwide on nine specialized judging committees. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. Winners will be recognized during a virtual awards ceremony on April 14.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.
About One Source
One Source, headquartered in Greenville, North Carolina, is a managed services company optimizing complex enterprise IT and Telecom requirements through Communications Lifecycle Management (CLM) to include Telecom Expense Management (TEM), IT Infrastructure and Cybersecurity. This holistic approach is driven by unparalleled customer service and industry expertise and is validated by a +98% customer renewal rate with average customer tenure of +13 years. One Source is able to tackle today’s most challenging multi-location business requirements such as infrastructure upgrades, right-sizing and negotiating carrier contracts, invoice audits and disputes, mobile device management, inventory and kitting, managed detection and response and more, with significant cost savings and 24/7/365 helpdesk support. One Source has offices and Security Operations Centers in Greenville and Raleigh, NC, Portland, OR and Mobile, AL, and works with companies across the globe such as multi-location restaurants, retail, automotive, property management, healthcare & senior living, financial services, manufacturing & distribution, and more.
View more information online at onesource.net.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.
Learn more about the Stevie Awards at http://www.StevieAwards.com.