![]() The remaining 3 percent of callers were helped within the next five minutes.ĭiligent’s customer service is a clear differentiator in its industry, and has been a critical contributor to the company’s 97.0 percent annual customer retention rate. When Hurricane Sandy devastated the company’s New York City headquarters, leaving 80 percent of its support staff without electricity and 100 percent without transportation, a remarkable 97 percent of all customer service calls were answered by Diligent’s global team, with support engineers abroad putting in 13-hour days to cover for their displaced U.S. The remaining two percent receives a call back within five minutes. It’s the only board portal provider to answer every incoming call live and, on average, 98 percent of calls are answered directly by support engineers who solve the customer’s question. Because Diligent is committed to providing “concierge-level” support that Boardbooks users expect, the company has made unlimited, 24x7 customer support a standard feature of all service agreements.ĭiligent has implemented a “follow the sun” model with support staff located on three continents – North America, Europe and New Zealand – as an effort to provide 24/7/365 service and support to its customers. Directors use Diligent Boardbooks ® to ensure timely delivery and access to materials needed for regular board meetings, especially if travel is required. ![]() Diligent’s solution – called Boardbooks® – is used by more than 2,500 boards and 50,000 individual directors, executives and administrators worldwide (as of December 31, 2012) to simplify how board materials are produced, communicated and viewed. These are some of the clients of Diligent Board Member Services, the world’s largest provider of board portals. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:įormer Supreme Court justices, billionaire CEOs and world-renowned academics, accustomed to five-star hotel levels of service, expect the same level of attention from every service provider, especially when carrying out their professional responsibilities. Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Tell the story about what this nominated team achieved since Januyear (up to 525 words). Nomination Sub Category: Customer Service Team of the Year Nomination Title: Diligent Board Member Services Delivers Five-Star, Concierge-Level Customer Service Nomination Category: Customer Service Awards Categories Providing the world's most widely used secure board portal, Diligent has pioneered ease of use, stringent security, and superior training and support since 2001. to speed and simplify how board materials are produced, delivered and reviewed. On top of that, customers can expect to be routed to a professional who speaks their own language for seamless communications.Company: Diligent Board Member Services, New York, New YorkĬompany Description: Over 2,300 boards and 46,000 individual directors, executives and board teams worldwide rely on Diligent Board Member Services, Inc. The award-winning support provides guidance to customers at every stage. That is why the Boards application is protected by layers of security to ensure that leaks and hacks do not occur.ĭiligent has a support team that can be counted on at all times. This ensures that everyone is on the same page and are tracking the progress of their tasks and objectives.ĭiligent understands that sensitive data go through the corporate governance software at all times. This allows teams to update their colleagues in virtual rooms created solely for their respective committees. ![]() This enables them to view files and make changes on-the-go and expect those modifications to be synced with other devices in real-time.ĭiligent Boards provide a platform for communication for the executive management. The application has native apps that work on Windows phones, and Android and iOS devices. On top of that, transitioning to this digital board solution also ensures that companies and institutions are powered by intelligent decision-making.ĭiligent Boards keeps board members, executives, and administrators on top of all updates. ![]() This enables them to keep their data in the cloud and access them any time they need to. With Diligent Boards, organizations can seamlessly move from paper to digital.
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