Diligent Named as Finalist For Customer Service at The Independent’s UK 2014 Peer Awards for Excellence
LONDON, 24 SEPTEMBER 2014 — Diligent (NZX: DIL), creator of the world’s most widely used board portal, today announced that it was named a category finalist in The Independent’s UK 2014 Peer Awards for Excellence. The company achieved a top three placing in the customer service category in the Customer Engagement Peer Awards, which was announced at a ceremony in London on 22 September
The Peer Awards for Excellence celebrate outstanding innovative ideas that achieve tangible success. Finalists and eventual winners are voted by their peers, during three days of presentations by shortlisted companies. Awards are given based on four criteria: impact, innovation, insight and inspiration.
“We’ve always had a clear vision that we’re not just a technology company, but a service company,” said Charlie Horrell, Managing Director EMEA at Diligent: “Our customer service sets the highest standard in the industry. Our team goes above and beyond the expectations of our clients, and service runs through the DNA of the company.”
100% of calls to Diligent’s customer support team are answered live 24/7/365, in “follow the sun” support centres in the UK, US and New Zealand. Of those calls, in 2013 an astonishing 99% were answered directly by actual support engineers who were able to address the caller’s query. Its customer satisfaction rating was 4.8 out of 5 and its global customer retention rate was 97% in 2013.
Diligent’s customers include the board directors of FTSE 350 companies, as well as private and public sector organisations. Delivering service at that level means designing the customer experience differently. Board directors expect conciergelevel service, and work outside of normal office hours and across time zones. They also require assistance on the spot as they are extremely pressed for time.
Horrell said: “When we developed our customer support strategy, we started by thinking like our users: what level of support do they want, during what times, and delivered in what way, rather than starting with what we could easily or cheaply deliver. This led us to find innovative ways to provide a high-quality, consultative support. We have a global attitude to customer service: all our employees will help any customer in any part of the world, at any time.”
Earlier this year, Diligent won Silver Stevie Awards in both the Customer Service Team and Department of the Year categories at the American Business Awards, one of the best-recognised awards in the US, after winning a Gold and Bronze in the same categories in 2013.
ABOUT DILIGENT BOARD MEMBER SERVICES, INC.
Diligent Board Member Services, Inc. (NZX: DIL) is the creator of the world’s most widely used board portal. More than 2,500 organisations and 82,000 directors, executives and administrators in over 40 countries rely on the Diligent secure app to accelerate and simplify how board materials are produced, delivered, reviewed and voted on. For more information, please visit: www.boardbooks.com.
SAFE HARBOR STATEMENT
Statements made in this press release that state Diligent’s or management’s intentions, beliefs, expectations, or predictions for the future are forward-looking statements within the meaning of The Private Securities Litigation Reform Act of 1995. Readers are cautioned that these statements are only predictions and may differ materially from actual future events or results. All forwardlooking statements are only as of the date of this press release and Diligent undertakes no obligation to update or revise them. Such forward-looking statements are subject to a number of risks, assumptions and uncertainties that could cause Diligent’s actual results to differ materially from those projected in such forward-looking statements. For example, if we do not successfully develop or introduce new product offerings, or enhancements to our existing Diligent Boardbooks offerings, or keep pace with technological changes that impact the use of our product offerings, or suffer security breaches or service interruptions, we may lose existing customers or fail to attract new customers and our financial performance and revenue growth may suffer. Factors which could cause our actual results to differ materially from those projected in forward-looking statements include, without limitation, economic, competitive, regulatory and technological factors affecting Diligent Board Member Services, Inc.’s operations, markets, products, services and other factors set forth in the Company’s Risk Factors included in its Annual Report on Form 10-K/A filed with the SEC on May 20, 2014.