Datasite - Customer Service Department of the Year
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 provider for the M&A industry, empowering dealmakers globally with the tools they need to succeed across the entire deal lifecycle. Dealmakers in more than 170 countries make their deals in Datasite, including 74 of the top 100 legal firms and allthe top 20 global financial advisory firms. Between FY2019 to FY2021, Datasite’s revenue increased by 37%, as it facilitated close to 10,000 deals annually, including halfthe top 10 biggest M&A deals in the United States.
The unrivaled M&A expertise of Datasite’s Client Services team is a key differentiator in the market and has helped to fuel the organization’s incredible growth trajectory. Through the Datasite Experience,the team provides supports customers around the world in 20languages, with representatives available 24/7/365via phone, email, chat,and the customer portal. The team has a proven track record of delivering service excellence from anywhere and everywhere, not only maintaining but improving the client experience while working remotely through the COVID-19 pandemic.
Datasite’sClient Services team won a Gold Stevie Award for Customer Service Department of the year in 2021 anda Bronze StevieAwardfor Customer Service Department of the Year in2019 and2020.
The success of Datasite’s Client Services team has been fueled by recent investments and advancements in specialty onboarding, managed services, regional relevance and concierge services.
Specialty Onboarding: A new specialist team was added to provide high-touch support for implementation of new products Datasite Outreach™ and Datasite Acquire™. Both products are currently setting records and beating sales forecasts for the fiscal year.
Managed Services: Datasite is the only service provider in the industry whose service team can work in data rooms on behalf of its clients. A dedicated in-house team handles an average of 9,000 “on behalf of” requests each month, ranging from bulk data uploads to custom analytics.
Regional Relevance: The team supports clients around the world in 20 different languages from its three regional centers in Hong Kong, London and Minneapolis, providing regional regulatory expertise around key topics like data storage and archiving.
Concierge Services:
150+ full-time trained and accredited product support specialists are available any time - the industry’s largest in-house team.
20+ full-time, in-house engineers product organization are available 24/7/365 for application support.
73,000 customers visited The Dealmaker’s Circle (customer portal) in the last fiscal year, which features enhanced video assets for onboarding, a library of answers to over 600 FAQs, and a place for customers to submit services requests directly to Datasite’s online help community.
The Client Services team grew by 53% in the last two years, keeping pace with Datasite’s growth trajectory and managing a 24% year-over-year growth in case volume without missing a beat.
In the past year, the team averaged a 99% call response in 3 rings, an 80% chat response within 10 seconds, and 80% email response within one hour.
Datasite reported a rolling 12-month average NPS (Net Promoter Score) of 74; the organization has held NPS scores of 70 and above for 21 consecutive months.
Datasite has a 12-month averageCustomer Satisfaction Score of 4.6out 5 for its emailand live chatsupport.
The team maintainsthe highest levels of M&A expertise and product knowledge with the support of the Client & Serviceenablement team, who provided 401 courses encompassing over 126 learning hours over the last 12 months. The Client Services team completed nearly 1000 hours oftraining in total over the last year.
Datasite’s Client Services team is regularly recognized for their ability to deliver exceptional client experiences, with clients saying:
“You are absolutely wonderful! Every experience I've had with you guys so far has been awesome. You guys are just great.”
“Wow! Your support team is honestly the best! You guys rock! Again, you are the best! Wowza! thank you!"
I've worked with you guys since long before you were Datasite and have appreciated the excellent customer service, the best combination of technology and human contact. Thank you for the excellent support!"
Appendix 1: Press release announcing Datasite Customer Service Team’s Gold Stevie Award in 2021
Appendix 2: 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 4: Link to Datasite Experience page