Ground Labs - Customer Service Department of the Year

Company: Ground Labs, Austin, TX
Company Division/Group: Ground Labs
Company Description: Ground Labs is the leading provider of data discovery solutions, enabling organizations to find, secure and remediate all of their data across multiple types and locations — whether it’s stored on-premise or in the cloud. Ground Labs serves as the most comprehensive and trusted solution in the enterprise to confidently mitigate risk and find sensitive data.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Ground Labs Customer Service Department Achieves 100% Customer Satisfaction

Ground Labs is a leading provider of data discovery solutions, enabling organizations worldwide to find, secure and remediate all of their data across multiple types and locations — whether it’s stored on-premise or in the cloud. Working with well-known global brands including Dufry, Vodafone, Canadian Tire, McDonald’s, 1-800-Flowers, and Thales, the company remains focused on developing technology to meet the increasing challenges of data management and regulatory compliance.

This commitment is demonstrated through Ground Labs’ flagship products, Enterprise Recon and Card Recon, as well as the company’s ability to provide assistance and resources during a time when organizations need it most, which was at the height of the global pandemic in 2020. In response to COVID-19, Ground Labs released Enterprise Recon NOW, a complimentary limited edition of the company’s award-winning Enterprise Recon solution, allowing organizations to discover, remediate and monitor over 300 data types across their remote workforce, with full customer support included.

Ground Labs provides effective and educational support to all of its users, using a team of customer service professionals with engineering backgrounds to provide such service. Each team member has over a decade of experience in customer-facing roles and together, they hold several industry certifications, including AWS, CCNA, CompTIA, ITIL, LPIC, and MCSA.

The roll-out of the complimentary Enterprise Recon NOW offering, as well as the uptick in the need for data discovery solutions as companies pivoted towards remote business models, created increased volumes for Ground Labs’ customer service department -- but the team met customer needs at a record speed, during a critical moment in time for all businesses.

Throughout 2020, Ground Labs’ customer service department handled 3,418 customer support cases, and over 99% of customer feedback ratings have been rated as positive. In Q1 2021, following a full year of offering such astounding service, Ground Labs’ customer service satisfaction score was at a perfect 100%, meaning all customer needs were met in a timely, effective and efficient manner.

Ground Labs understands the importance of fast, helpful email responses in replies to customer queries. As a result, throughout 2020, the team achieved an average first reply time of 43 minutes for inbound email and web inquiries during business hours -- an improvement of 11 minutes compared to 2019.

With COVID-19, phone support was equally as critical across all businesses, as customers needed immediate assistance and craved human connection to address any issues. Throughout 2020, the Ground Labs customer service department answered more than 99% of customer calls without any waiting time. Each call was answered by an experienced engineer who is intimately familiar with the Ground Labs product line and can offer intelligent insight.

Additionally, realizing the need for expanded support in key regions, Ground Labs also enhanced customer service for the Middle East in 2020. Understanding that this region’s work week runs from Sunday to Thursday, Ground Labs added an additional shift to offer 24x5 support in the Middle East. This has been well received by Ground Labs customers and allows the company to provide elite levels of support globally.

With customer service departments in Singapore, Dublin and Austin, Texas, Ground Labs is able to provide 24x5 support across the globe with a “follow-the-sun” service model that streamlines workflow and allows issues to be resolved from anywhere in the world. This model has proven successful across the globe, and has allowed the Ground Labs customer service department to reach the pinnacle of success in 100% customer satisfaction.

Examples of recent customer feedback include:

"Amazing! What an astounding product you have here...backed up with brilliant support from the Ground Labs team.” -- Con Panso, Representative, TEG Live

“Ground Labs' support is the best group I interface with. Ground Labs is so much better than the large firms that I deal with, like IBM. By far the best support I have ever dealt with.” -- Megan Nilsen, Lead Cyber Security Analyst, Caesars Entertainment

-In response to COVID-19, Ground Labs released Enterprise Recon NOW, a complimentary edition of Enterprise Recon, with customer support included.
-With the Middle East’s work week running from Sunday-Thursday, Ground Labs expanded customer service for the region by adding an additional shift to provide 24/5 support.
-Ground Labs handled 3,418 customer support cases in 2020; 99% of customer ratings were positive.
-In Q1 2021, Ground Labs’ customer satisfaction score was 100%.
-The Ground Labs customer service department reached an average first reply time of 43 minutes for inbound email and web inquiries during business hours -- an improvement of 11 minutes compared to 2019.
-Ground Labs answered more than 99% of calls with no waiting time, and every call was routed to an experienced engineer.
-Ground Labs was named winner of the 2020 IT World Awards, the Cyber Defense Magazine InfoSec Awards, and the Fortress Cyber Security Awards.