Simple Syllabus - Customer Service Department of the Year
Company: Simple Syllabus, Tampa, FL
Company Description: Simple Syllabus is the fastest-growing vendor of syllabus management software. Simple Syllabus was founded in 2017 to solve a difficult problem articulated by the higher education community at the time—no easy-to-use tool existed to manage class syllabi. We currently have 7 employees and are located in Tampa, Florida.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Public Services & Education
Nomination Title: Simple Syllabus
Simple Syllabus provides higher education’s most widely adopted and fastest-growing syllabus publishing platform. Launched in 2017, Simple Syllabus has quickly emerged as the market leader in syllabus technology. As a rapidly growing company, the Simple Syllabus Client Services Team has played a vital role in contributing to the company’s success by bolstering support for its growing client base—now numbering over 2,000,000 users.
Responsible for onboarding and training, providing ongoing support to existing customers, and creating help documentation and learning material, the Client Services Team is the everyday face of Simple Syllabus to our clientele!
Developing a collaborative implementation process, our team utilizes an agile methodology to break down a 10-12 week process into three straightforward, pathways. Post deployment, the team is also responsible for developing our support infrastructure and responding to questions through phone, email, and web based channels.
According to our customers, our Client Services Team is:
“... always ready to solve a problem quickly.”
“... quick and excellent support!”
“... Fantastic service as usual!”
“... spectacular, timely help, as always!
You can also hearour clients talk about our Client Services team in their own words in the following video: https://vimeo.com/637902779
Simple Syllabus has experienced incredible expansion since July 1st 2019, maintaining a 390% annualized growth rate. This has been made possible by the Client Services Team, which has been able to effectively increase capacity and rapidly scale up resources to meet customer demand without sacrificing care. The team continues to build close relationships with our customers, delivering ongoing expertise and support as needed. Traditionally support has been available through phone, email, and web but in 2021 weekly “virtual office hours” were adopted by Simple Syllabus’ Solution Consultants to provide one-on-one video meetings to answer questions from clients and help them navigate complex issues. Feedback on this new offering have been extremely positive, as it provides more personalized communication and an efficient channel to communicate more complex issues that are difficult to articulate through email exchanges.
Additionally, the Client Services Team has expanded resources to support an international footprint. This required configuring the product in new ways and developing resources focused on different languages. Client Services staff also broadened the hours of operation to help institutions in the EU and MENA regions be successful using the product.
In the 2020 calendar year, Simple Syllabus achieved an incredible satisfaction rating (CSAT) of 96.7%. Now, as we prepare to close out 2021, the team managed to further improve CSAT scores to 99.5%. It is without any doubt that we can attribute this significant increase to the hard work, attention to detail, and care provided by the Client Services Team!
We invite you to watch this short video of client testimonials: https://vimeo.com/637902779, check out the attached documentation on some of the resources we provide to our clients to help them succeed. Lastly, we would like to share what our clients have to say:
"For our university one of the big things we look for in our partners is flexibility, we're pretty innovative and Simple Syllabus provided the personalization needed to support our unique processes." - Jennifer Murphy, Associate Vice Chancellor of Instructional Innovation, University of Massachusetts Global
“Every interaction with the team at Simple Syllabus has been wonderful. They have responded to our concerns and questions immediately, and we have felt fully supported each step of the way. The training sessions were clear and understandable. The process has been simple and easy, especially with all the help their team provided. The Simple Syllabus team responded immediately to faculty’s requests and questions.”- Nikki O’Hagan, Administrative Assistant - Office of the Academic Dean , Principia College
“Always a pleasure to work with Stefani Solutions Consultant. She is patient and always willing to jump on a zoom to help us out. Keeps us in the loop and updated as to what is happening with our problem if it goes to the techs.” - Carolyn Penney Administrative Assistant | Academic Affairs, Texas Chiropractic College
“Support tickets are always reacted/responded to quickly, and resolutions are often offered and completed within the same day”-Casey Woodson, Instructional Designer, Logan University
Separating ourselves from the competition, Simple Syllabus is proud to offer its clients free, unlimited customer support. This has translated to a Simple Syllabus’ 99% client retention rate, far surpassing our largest competitor at just over 80%. Our Client Services Team’s average response time puts us in the 97 percentile based on benchmarking done on over 10,000 companies nationwide.
WE MEET OUR CLIENTS WHERE THEY ARE
Simple Syllabus delivers support resources in multiple modalities, our customers are able to select which content best fits their learning style. Whether that is live training or a self-serve knowledgebase, clients are able to get the help they need. In the past 6 months alone, the videos and articles created by the Client Services Team have had a 150% growth in engagement, with each help resource having an average of 4,300 views.
WE ARE ACCESSIBLE & SOLUTIONS ORIENTED
When a customer issue is identified, the Client Services Team works hand in hand with our developers to problem solve and communicate viable solutions quickly. Resolving an issue can involve live calls, Zoom Meetings, and various other techniques to quickly resolve an issue and minimize the impact on our customers. Upon completing the support request, all clients get a survey so we can work to continually improve our processes—in 2021 our team has received an aggregate CSAT score of 99.5%.
We strongly believe our team’s hard work and relentless dedication to our customer base at Simple Syllabus is truly unique.