TEKLYNX - Customer Service Department of the Year

Company: TEKLYNX
Company Description: TEKLYNX helps supply chains work better. Today, more than 750,000 companies in over 170 countries trust TEKLYNX barcode and RFID label design products and the people behind its solutions to make barcode labeling operations efficient, accurate, secure and industry compliant. With over 30 years of experience, TEKLYNX is the global leader because of its reliable software and superior support.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees

Nomination Title: TEKLYNX

In October of 2016, TEKLYNX launched a new customer support structure to improve customer service. The launch included the rollout of LIVE customer support Monday - Friday from 8 a.m. - 5 p.m. CT. Key performance indicators included: Speed to Answer, Customer Call Abandonment Rate, and "WOW" survey ratings. Each year since its launch, the customer support team has improved upon these metrics to offer industry leading customer support.

Despitetheglobal pandemic, TEKLYNXlivecustomersupportdepartmentnever missed a minute of service interruption.As an essential businessthat servesessential customers, when COVID-19 cases began to rise, TEKLYNX was able to immediately transitionall employees, includingthe customersupportteam,from in-person toaremoteenvironmentin order to help keep employees safe.At the same time,new customer challenges due to the pandemic arose, and thecustomersupportteam was trained and prepared to field additional inquiries.FromMonday-Friday, 8AM-5PM CST, the teamhassuccessfully answered nearly 30,000 inbound calls for assistance.The TEKLYNX Customer Support Center had over800articles added or updatedfor 24/7support for the 1,000+ search queries it receives each month.  https://support.teklynx.com

TEKLYNX International helps supply chains work better.More than 750,000 companies in over 170 countries trust TEKLYNX integrated barcode and RFID label design products and the people behind its solutions to make barcode labeling operations efficient, accurate, secure and industry compliant. TEKLYNX works around-the-clock to differentiate itself through industry-leading customer service and technical support. TEKLYNX continued focus oncustomer service, evenin the midst ofa global pandemic andthe resulting accomplishments led to our nomination of TEKLYNX as the Stevie Awards Customer Service Department of the Year.  

Outline the department's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Key Results:  TEKLYNX Fiscal 2020 Year (August 2019– July 2020) 

Average Customer Abandonment Rate is less than1% for nearly 30,000 inbound calls!  Despite transitioning thecustomer support teamfrom in-person staffed to remote due to COVID-19 inMarch2020, theTEKLYNX call Abandonment Rateremained lessthan 1%!  

All inbound calls are answered in 30 seconds or less! InFiscal 2020TEKLYNX successfully answered97% of all calls live in 30 seconds or less. The customer support team has improveduponthat metric year over yearsince the launch of live support calls in2016. 

TEKLYNX Customer Service “Wow” Rating  
Customers who interact with the TEKLYNX customersupportdepartment receive a surveyasking“what was your experience like?”There arethree response choices: “Wow, Impressive!”, “Just Average” or “Super Disappointed”. Since August,2019, 95% of allrespondents ratedtheirexperience as “Wow, Impressive!” 

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):

TEKLYNX is the only barcode label design software provider to offer its customers live customer service and technical support. Barcode software is a critical piece of an organization's technology environment that enables them to ship their products efficiently through the supply chain, meaning that downtime due to waiting in an automated customer support queue is detrimental to their success.

Organizations have selected TEKLYNX over other options in the market because of its superior customer serviceprocesses and the support offered to them in times of need. Below is some direct customer feedback regarding the service they received from TEKLYNX:

"Their help desk should be the gold standard for all help desks." Ron Dean, Brooks Performance Horse Feeds

"We chose TEKLYNX over other options in the market primarily because of their customer service. Number one, when you make a phone call to them, you actually get a real live human, and number two, those humans are usually solutions focused." Brian LeDuc, Dot Foods

"I want to emphasize how thankful we are to TEKLYNX for helping with our recent issue. Our company uses CODESOFT and LABELVIEW and we highly recommend these products. Even if other companies offer similar products, they do not offer the unparalleled customer service and technical support like TEKLYNX." Amanda Barnhardt, ICT

Ensuring that organizations can get the customer support they need when they need it is a top priority for TEKLYNX, and its customer support will continue to be a key differentiator in the market.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

The attached PDF includes customer testimonials attributing to customer service satisfaction. These are gathered primarily through TEKLYNX customer support "WOW" surveys asking for feedback as well as monthly Net Promoter Score (NPS) surveys to individuals who have recently interacted with a member of our team. These testimonials are then shared on TEKLYNX social media pages celebrating the individual support representative or the team at large for their superior customer support.

Here is another testimonial from a valued TEKLYNX customer:

"The TEKLYNX staff go above and beyond all the time! Here's an example - The spreadsheetwe put together for our food product labels is slightly different every week and we’ve had a few weeks here in the kitchen we couldn’t figure out the issue. I called Nick at TEKLYNX, and within minutes, Nick was been able to find the one little hyphen or additional column that threw the whole thing off balance. Once we got through this “emergency,”Nick suggested a new way to load the data (cutting and pasting vs. doinga whole new document) that ensured our success going forward. Nick and his team have been so helpful in training us on using the TEKLYNX LABELVIEW software. To get us set up, Nick came to our kitchen for a face-to-face meeting to ensure the label templates were correct. From there, he has been very quick to schedule screen share meetings with team members whenever we've had a question. Thank you TEKLYNX! - Owner, The Real Good Life