CSIA Names Cvent "Best of the Best;" Recognizes Manjula Aggarwal as Customer Service Executive of the Year
MCLEAN, VA – January 26, 2011 - Cvent, the world's largest provider of online event management, meeting site selection and web survey solutions, today announced that it was selected by the International Council of Customer Service Organizations (ICCSO) as the first-ever recipient of the International Service Excellence "Best of the Best" Award for exceptional client service. The "Best of the Best" Award is presented only to a previous ICCSO award winner with scores at or above the winning organizations within the company's finalist categories. While the award has been offered in past years, Cvent is the first company to achieve this recognition.
In addition, Cvent's Senior Vice President of Client Services, Manjula Aggarwal, earned the organization's Customer Service Executive of the Year Award. This is Cvent's second consecutive year receiving an International Service Excellence Award from ICCSO.
The ICCSO International Service Excellence Awards are managed by the Customer Service Institute of America (CSIA), and are issued annually to recognize organizations and individuals around the world that demonstrate extraordinary commitment to customer service excellence. The award program's rigorous judging criteria are based on the International Customer Service Standard, a framework designed to assist organizations in delivering consistently high levels of service. During a full-day on-site visit, CSIA evaluated Cvent's phone support, product knowledge, employee morale, customer interactions and team structure.
"Cvent achieved high marks across the board, and was the obvious choice to receive ICCSO's first ever 'Best of the Best' award. Their people-centric focus is unmatched, and the passion of each and every individual within the company is contagious," said Christine Churchill, Executive Director of the Customer Service Institute of America. "Cvent's ability to improve customer service and maintain a customer-focused culture despite such rapid company growth is commendable. Additionally, we were very impressed with Manjula Aggarwal's success in building such a strong team of knowledgeable, inspired service professionals."
Customer service is the cornerstone of Cvent's business. While the company grew by more than 40 percent in 2010, the Cvent Client Services team adhered to its 90/90 rule: over 90 percent of calls are answered in 90 seconds or less. The team also doubled in size to support the company's growing client base and handled over 1,400 customer touch points each day.
"At Cvent, we focus on helping our clients thrive by going beyond service and partnering with them to achieve their business goals," said Manjula Aggarwal. "Over the past year, we've put in place a number of new recruitment, training, and service delivery initiatives to take our client service to the next level, and are honored to be recognized for these efforts by the CSIA."
About Cvent, Inc.
Cvent, Inc. is a leading cloud-based enterprise event management company, with tens of thousands of customers and more than 2,700 employees worldwide. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, email marketing, and web surveys. Cvent provides hoteliers with an integrated platform, enabling properties to increase group business demand through targeted advertising and improve conversion through proprietary demand management and business intelligence solutions. Cvent solutions optimize the entire event management value chain and have enabled clients around the world to manage hundreds of thousands of meetings and events. For more information, please visit Cvent.com, or connect with us on Facebook, Twitter or LinkedIn.
About Customer Service Institute of America
The Customer Service Institute of America (CSIA) is to be the professional body of choice for customer service leaders across the US. The Institute has the exclusive North American rights to distribute the International Customer Service Standard (ICSS) and certify Organizations against the Standard.