Watermark Wins Business Intelligence’s 2020 Excellence in Customer Service Award
NEW YORK— April 20, 2020 – The Business Intelligence Group announced today that Watermark, a pioneer in educational intelligence, has been named a winner of its 2020 Excellence in Customer Service Award. This annual business awards program recognizes companies providing a differentiated level of customer service. Organizations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards, and nominations were judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
In bringing together multiple customer service teams from six different companies over the last two years, Watermark has worked to synthesize best practices from these teams — integrating and expanding the ways in which it serves its clients. Called the Watermark Client Experience, Watermark’s client-facing teams are structured to provide a seamless and integrated customer experience that delivers an effective combination of broad service expertise and deep product knowledge.
Through its Client Success, Services, and Support structure, clients engage with a network of Watermark subject-matter experts who can support them in identifying and monitoring goals, mapping out a best-practice plan for system use, managing special projects, and getting technical questions answered quickly. As a result of the company’s service model, clients have experienced continuity, efficiency, and higher-quality services with improvements over the last year and half that include:
- Nearly 70% shorter implementation cycles so there’s quicker time to value
- 66% shorter wait times when calling Support
- 24/7 Email Support and 70% faster turnaround for emails
“Year after year, the role of customer service plays a more important role in all of our lives,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “We are thrilled to be honoring Watermark, as they are leading by example and making real progress on improving the daily lives of so many in higher education.”
“We’re honored by this award. Our top priority at Watermark is making sure our clients are successful, and recognition by the Business Intelligence Group is a testament to the hard work, dedication, and passion of our client-facing team members — all of whom have strong backgrounds in technology, higher education, or customer service,” said Lenny Izzo, Chief Client Officer for Watermark. “The Watermark Client Experience provides a truly integrated experience that demonstrates how highly we value our clients’ needs and goals — delivering personalized, high-quality services to all of our institutional partners.”
As a global provider of educational intelligence solutions, Watermark is a member of the AWS Partner Network with Education Competency status and currently supports over 1,700 colleges and universities with its innovative solutions for planning, assessment, ePortfolios, faculty activity reporting, course evaluations and institutional surveys, as well as curriculum, catalog, and syllabus management.
For more information about the Excellence in Customer Service Awards, visit www.bintelligence.com.
Watermark’s mission is to put better data into the hands of administrators, faculty, and students everywhere in order to empower them to connect information and gain insights into learning which will drive meaningful improvements. Through its innovative educational intelligence platform, Watermark supports institutions in developing an intentional approach to learning and development based on data they can trust. To learn more, visit www.watermarkinsights.com.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.
Sr. Director, Corporate Communications
Chief Nominations Officer
Business Intelligence Group