Wolters Kluwer, a leading global provider of information for healthcare professionals and students, announced today that the global customer support teams for its UpToDate®, Ovid® and Lippincott Williams & Wilkins (LWW) product lines have each received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. This marks the fourth time each team has been recognized by Omega for their excellence in customer service and support.
Now in its 15th year, the NorthFace ScoreBoard (NFSB) Award is presented annually to companies that, as rated solely by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year. Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service and account management. The 31 NFSB 2014 recipients are companies that achieved a 4.0 or above out of a possible 5.0 or equivalent.
"Our Customer Support team strives to ensure that healthcare and information professionals from more than 18,000 institutions worldwide get quick access to the information they need to make important decisions," said Cathy Wolfe, President & CEO, Wolters Kluwer, Health Learning, Research & Practice. "Operating from 10 global support centers providing native language services, platform customization and integration support, this team is the reason we consistently deliver 95% customer satisfaction rates. It is rewarding to see the team's efforts recognized once again in such a meaningful way."
The awards were presented at Omega's SCORE Conference 2015, the only event in the customer service industry focused on Customer Experience Management (CEM) best practices to acquire, retain, grow and win-back customers.
"Wolters Kluwer prides itself on providing customers with prompt, professional support at every touch point. Doing so has allowed us to earn the trust of the 1 million clinicians in over 170 countries who rely on UpToDate to deliver evidence-based answers to their clinical questions for improved quality of patient care," said Denise Basow, MD, Vice President and General Manager, UpToDate at Wolters Kluwer Health, Clinical Solutions. "To have achieved this honor from Omega for the fourth consecutive time speaks volumes of the high value our Customer Support experts place on exceeding expectations."
"The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations," said John Alexander Maraganis, president & CEO of Omega. "In 2014, more than 250 projects, many international in scope, were audited from 60 companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success."
Omega's research indicates that companies that consistently achieve a 4.0 rating or above have reached the "Loyalty Zone." This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.
About Wolters Kluwer
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
Wolters Kluwer reported 2014 annual revenues of €3.7 billion. The group serves customers in over 170 countries, and employs over 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on NYSE Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
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