Datasite - Customer Service Department of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Datasite, Minneapolis, MN
Company Description: Datasite is a leading SaaS provider for the M&A industry, empowering dealmakers around the world with the tools they need to succeed across the entire deal lifecycle. For more information, visit www.datasite.com ​
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services - 100 or More Employees

Nomination Title: Datasite

Datasite®is a leading SaaS technology provider for the M&A industry, empowering dealmakers worldwide with the tools they need to succeed across the entiredeal lifecycle. Dealmakers in more than 170 countries make their deals in Datasite, including74 of the top 100 legal firms and all the top 20global financial advisory firms.

Datasite’s global customer service organization, made up of 170 employees in 5 countries, ensures that customers receive best in class service and support around the clock. The team supports customers in 18 languages, with representatives available 24/7/365 via phone, email, chats, or in-person, averaging an impressive volume of 20,000 cases per month.

Datasite’s customer service team excels at providing white glove service for their clients. Each client service team member has an average of seven years of industry experience, as well as extensive market and product knowledge. Their knowledge and expertise are differentiators, making Datasite the only provider in the industry whose service team can work within data rooms on behalf of its clients.

Datasite’s customer service team has been recognized for its outstanding performance in the past, winning a Bronze Stevie Award for Customer Service Department of the Year in 2019 and 2020.

In March 2020, Datasite announced its rebrand – a capstone to the organization’s evolution from a 50-year old financial print company to a leading M&A SaaS technology company. The service team played a vital role:

  • Leading the transition of 1.4k projects and 4.3m pages of hosted content from Datasite’s legacy platform to new applications, with 100% business retention.

 

The COVID-19 pandemic made the ability of Datasite clients to manage the M&A process from any location particularly critical. Datasite’s customer service team supported the shift without missing a beat.

  • Moved team from 100% office-based to 100% remote in under two weeks; during that time, CSATs and NPS scores increased.
  • Remodeled training programs for remote working supporting product launches, feature releases and new joiner training.
  • Updated telephony technology provided world class response times across all channels – over 99% calls answered in 3 rings.

 

Datasite clients appreciated this, saying:

  • "Seriously rely on Datasite Service; they are truly an extension of our team and have been there every step of the way!"
  • “The customer support was extremely helpful, but most importantly, responded INSTANTLY. I had the prospective buyer on the phone and was able to problem solve with him LIVE due to the attentiveness of your support rep.”
  • “You guys have the best product support out of all Dataroom providers.”

 

The service team has played a crucial role in Datasite’s transformation to a leading SaaS provider for the M&A industry. Their unmatched ability to provide tailored client experiences allowed Datasite to not only retain business, but to grow, in the midst of sunsetting older infrastructure. In 2019, Datasite’s revenue increased by 27% from 2018. And in Q2 2020, Datasite gained 3.4% of market share against its competitors; following an increase of 4.8% in Q1.

In 2020, the service team continued to deliver exceptional service to Datasite clients globally, despite the challenges presented by the COVID-19 pandemic.

  • Between March-September 2020, the team averaged an 89% chat response within 10 seconds,and a 91% email response within one hour.
  • In 2020,Datasite’s NPS score rose 18% to 73.For 2020 year-to-date, Datasite’s customer service team has reported an average Customer Satisfaction Score of 4.4 out 5 for email and live chat support.

In support of Datasite’s latest innovations, the learning team offered 100 new courses for the service team from January 1, 2020 to today; encompassing about 50 hours of content. As a result, the service team has completed an impressive 3000 hours of learning in 2020 to-date – a key factor in the team’s ability to provide best in class service for Datasite customers.

The service team is held in high regard at Datasite, regularly celebrated for their key contributions to the organization’s success.

Supporting Materials:
Appendix 1: Press release announcing Datasite Customer Service Team’s (formerly known as Merrill Corp) Bronze Stevie Award win in 2019
Appendix 2: Press release announcing Datasite Customer Service Team’s (formerly known as Merrill Corp) Bronze Stevie Award win in 2020
Appendix 3: Press release announcing Datasite's rebrand
Appendix 4: Link to video highlighting Datasite’s service team support for legal advisors
Appendix 5: Link to Datasite client services team video