QUMU - Customer Service Dept of the Year

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Company: Qumu, Minneapolis, MN
Company Description: Qumu is the leading provider of best-in-class tools to create, manage, secure, distribute and measure the success of live and on demand video for the enterprise. Backed by the most trusted and experienced team in the industry, the Qumu platform enables global organizations to drive employee engagement, increase access to video, and modernize the workplace.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Qumu's Customer Service Department

The mission of the Qumu Customer Support department is to provide the best possible around-the-clock technical support services for Qumu’s employees and customers located around the world.

During 2018, Qumu Customer Support did an excellent job of meeting this goal and keeping Qumu customers happy. This is evident by the fact that the Customer Support department notched 8 months during 2018 where 100% customer satisfaction was attained. Including results from the beginning of 2019, Qumu is proud to boast that we currently have a 166-day streak of perfect 100% customer satisfaction results. This is nearly 5.5+ months straight of 100% customer satisfaction, which represents our 2nd longest streak ever.

While on our way to attaining this milestone, the Qumu Customer Support department has overcome substantial adversities in 2018. Losing multiple team members, all at once at times, throughout the year was a huge blow and put a strain on the team; but throughout this time, the quality of service customers received never diminished. The team overcame the loss due to new leaders taking the lead and building on what was already established. Also, the team was able to recruit former team members to rejoin the team at critical moments as well. Throughout 2018, we overcame and have exceeded service goals in 2018, compared to 2017, we created new leaders and we welcomed back old friends and leaders as well.

The Qumu Customer Support department’s willingness to go above and beyond for the company was a major reason why 2018 was the best year Qumu has had in the last 5 years in terms of financial results. In fact, 2018 was the first year that Qumu began measuring its overall customer success in terms of ARR (Average Recurring Revenue). At the start of the year, our ARR attainment was below where we needed it to be as a company at 89%. So the support team put in place programs in order to help boost this figure. Through those efforts (in combination with efforts from other teams), Qumu was able to help contribute to an increase of 2 whole percentage points throughout 2018!

The Qumu Customer Support team has also helped Qumu to burnish our image with our customers. Our ability to help customers understand and use our products and services is one of the reasons our Gartner Peer Reviews have been so high. In fact, due in part to the efforts of the Qumu Customer Support team, 2 key Gartner ratings were positively impacted during the last 12 months. These impacts were:

  • Customer Willingness to Recommend Qumu – increased 8.7% to 100%
  • Product Capabilities – increased 6.7% to 4.8 (out of a possible 5.0 score)

Also as apart of these efforts, Qumu was named a Leader in 2018 Gartner Magic Quadrant for Enterprise Video Content Management industry analysis study. This huge win for Qumu capped what essentially was a sweep of other industry analysts that agreed Qumu was leading the way. Those other industry analyst recognitions were as follows:

  • Aragon Research – Qumu was named a leader in their “Globe for Enterprise Video (2018)” and “Globe for Web & Video Conferencing (2019)” reports
  • Frost & Sullivan – Qumu was named a leader in their “Global Enterprise Video Platforms Report”
  • Wainhouse Research – Qumu was named a leader in their “Value of Video Conferencing in the Enterprise Report”

Not only is Qumu Customer Support here to help our current customers understand our products, we are here to assist our past customers and help them understand the reasons they did business with Qumu originally. In fact, during the last year many former customers of Qumu have returned. In at least one instance, a returning customer (a Fortune 100 Financial Services firm) returned as a customer to Qumu due in part to these outreach efforts the Qumu Customer Support department takes seriously.

Qumu Customer Support is not just a critical part of Qumu’s operation, it is the face of Qumu. We represent Qumu as a company, and in a lot of cases, are the only connection that customers have with the company. Whether we work with customer through emails, tickets, or on the phone, they depend on our knowledge to assist them.

2. In bullet-list form, briey summarize up to ten (10) accomplishments of the nominated department since
the beginning of 2018 (up to 150 words).

  1. 6 Consecutive Months 100% Customer Satisfaction—October 2018 to Present
  2. 100% Customer Satisfaction 8 of 12 Months—CY 2018
  3. 99% Overall Customer Satisfaction in 2018—Third Consecutive Year
  4. 7%+ Increase Customer Retention 2017 to 2018
  5. 100% Willingness to Recommend Score—Gartner Group
  6. 68.6% Improvement First Ticket Reply Time 2017 to 2018—27 Minutes to 16 Minutes
  7. 9% Improvement Average Total Handling Time of On Premise Platform Tickets 2017 to 2018—259 Minutes to 238 Minutes
  8. 6.5% Improvement Average Total Handling Time of Cloud / SaaS Platform Tickets 2017 to 2018—138 Minutes to 130 Minutes
  9. 12.2% Improvement One-Touch Resolution (OTR) Percentage 2017 to 2018—15.6 out of 100 tickets to 17.5 out of 100 tickets.One-Touch Resolution (OTR) measures the percentage of tickets resolved on first customer interaction.
  10. 8.6% Improvement Average Total Handling Time All Tickets 2017 to 2018—210 Minutes to 192 Minutes