{"id":64153,"date":"2025-03-20T11:57:09","date_gmt":"2025-03-20T18:57:09","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=64153"},"modified":"2025-03-20T11:57:10","modified_gmt":"2025-03-20T18:57:10","slug":"eci-software-solutions-wins-three-stevie-awards-for-sales-and-customer-service","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/news\/2025\/03\/eci-software-solutions-wins-three-stevie-awards-for-sales-and-customer-service\/","title":{"rendered":"ECI Software Solutions Wins Three Stevie Awards for Sales and Customer Service"},"content":{"rendered":"\n

Fort Worth (March 20, 2025)<\/em> \u2013 ECI Software Solutions, a global provider of cloud-based business management software and services, today announced it has won three Silver Stevie Awards at the 19th annual Stevie Awards for Sales & Customer Service. Marlene Summers, senior vice president of Global Customer Support for ECI, won a Silver Stevie Award in the \u201cCustomer Service Leader of the Year\u201d category; and ECI\u2019s customer support team won two Silver Stevie Awards in the \u201cFront-Line Customer Service Team of the Year \u2013 Technology Industries\u201d and \u201cCustomer Service Transformation Award\u201d categories.<\/p>\n\n\n\n

In 2024, ECI transformed its global customer support strategy shifting away from a traditional tiered, call-center model to a more collaborative approach using product-specific support pods. This change transformed the daily experience of hundreds of team members across seven countries and 70 ECI products, enabling them to resolve customer requests in the shortest time possible. In less than one year, Summers and her team reduced the time to resolve customer service cases by 32%, improved phone channel resolution by 76%, and decreased case escalations by 76%. The new approach greatly enhanced the customer service experience as well as case efficiency.<\/p>\n\n\n\n

“At ECI, our customers are at the heart of everything we do, and this recognition of three Stevie Awards is a true testament to our teams\u2019 unwavering commitment to customer success,\u201d said Riz Karim, chief customer officer at ECI. \u201cWe are incredibly proud of Marlene\u2019s leadership at the helm of global customer support, as well as the dedication of her team, which works tirelessly to listen and adapt to the evolving needs of our customers. Their efforts raise the bar as we continue to empower the entrepreneurial spirit on a global level.\u201d<\/p>\n\n\n\n

More than 2,100 global nominations were considered in this year\u2019s competition. Winners are determined by the average scores of 176 professionals worldwide on seven specialized judging committees. Each entry is reviewed and rated by no fewer than five pre-qualified volunteer judges on a scale of 1-10.<\/p>\n\n\n\n

\u201cThe outstanding scores awarded to this year\u2019s Stevie winners reflect the exceptional levels of achievement they demonstrate,\u201d said Maggie Miller, president of the Stevie Awards. \u201cWe proudly join the judges and the entire Stevie Awards community in congratulating and celebrating the winners on their accomplishments.\u201d<\/p>\n\n\n\n

Winners will be celebrated during a gala event attended by more than 400 professionals at the Marriott Marquis Hotel in New York City on April 10.<\/p>\n\n\n\n

A full list of winners is available on the Stevie Awards website<\/a>. <\/p>\n\n\n\n

###<\/p>\n\n\n\n

About ECI Software Solutions\u202f<\/strong>
ECI Software Solutions<\/a> provides cloud-based business software for running small and mid-sized businesses end to end. Built by experts in manufacturing, residential construction, building supply, office technology and wholesale\/retail distribution industries, ECI\u2019s industry-specific software connects businesses and customers, improving visibility, operational efficiency and profitability. With ECI, businesses seamlessly integrate sales and marketing, business intelligence, CRM, data and analytics, ecommerce, mobile apps and payment processing. With more than 30 years of industry leadership, ECI is trusted by 25,000 customers in more than 90 countries globally. Headquartered in Westlake, Texas, it has offices in the U.S., Canada, Mexico, United Kingdom, Netherlands, Belgium, Norway and Australia. <\/p>\n\n\n\n

About The Stevie Awards<\/strong>
Stevie Awards<\/a> are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, the Stevie Awards for Technology Excellence, and the Stevie Awards for Women in Business. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations and territories. More than 1,000 professionals around the world participate in the Stevie Awards judging process each year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. <\/p>\n","protected":false},"excerpt":{"rendered":"

Fort Worth (March 20, 2025) \u2013 ECI Software Solutions, a global provider of cloud-based business management software and services, today announced it has won three Silver Stevie Awards at the 19th annual Stevie Awards for Sales & Customer Service. Marlene Summers, senior vice president of Global Customer Support for ECI, won a Silver Stevie Award in the \u201cCustomer Service Leader of the Year\u201d category; and ECI\u2019s customer support team won two Silver Stevie Awards in the \u201cFront-Line Customer Service Team of the Year \u2013 Technology Industries\u201d and \u201cCustomer Service Transformation Award\u201d categories. In 2024, ECI transformed its global customer support strategy shifting away from a traditional tiered, call-center model to a more collaborative approach using product-specific support pods. This change transformed the daily experience of hundreds of team members across seven countries and 70 ECI products, enabling them to resolve customer requests in the shortest time possible. In less than one year, Summers and her team reduced the time to resolve customer service cases by 32%, improved phone channel resolution by 76%, and decreased case escalations by 76%. The new approach greatly enhanced the customer service experience as well as case efficiency. “At ECI, our customers are at the heart of everything we do, and this recognition of three Stevie Awards is a true testament to our teams\u2019 unwavering commitment to customer success,\u201d said Riz Karim, chief customer officer at ECI. \u201cWe are incredibly proud of Marlene\u2019s leadership at the helm of global customer support, as well as the dedication of her team, which works tirelessly to listen and adapt to the evolving needs of our customers. Their efforts raise the bar as we continue to empower the entrepreneurial spirit on a global level.\u201d More than 2,100 global nominations were considered in this year\u2019s competition. Winners are determined by the average scores of 176 professionals worldwide on seven specialized judging committees. Each entry is reviewed and rated by no fewer than five pre-qualified volunteer judges on a scale of 1-10. \u201cThe outstanding scores awarded to this year\u2019s Stevie winners reflect the exceptional levels of achievement they demonstrate,\u201d said Maggie Miller, president of the Stevie Awards. \u201cWe proudly join the judges and the entire Stevie Awards community in congratulating and celebrating the winners on their accomplishments.\u201d Winners will be celebrated during a gala event attended by more than 400 professionals at the Marriott Marquis Hotel in New York City on April 10. A full list of winners is available on the Stevie Awards website. ### About ECI Software Solutions\u202fECI Software Solutions provides cloud-based business software for running small and mid-sized businesses end to end. Built by experts in manufacturing, residential construction, building supply, office technology and wholesale\/retail distribution industries, ECI\u2019s industry-specific software connects businesses and customers, improving visibility, operational efficiency and profitability. With ECI, businesses seamlessly integrate sales and marketing, business intelligence, CRM, data and analytics, ecommerce, mobile apps and payment processing. With more than 30 years of industry leadership, ECI is trusted by 25,000 customers in more than 90 countries globally. Headquartered in Westlake, Texas, it has offices in the U.S., Canada, Mexico, United Kingdom, Netherlands, Belgium, Norway and Australia. About The Stevie AwardsStevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, the Stevie Awards for Technology Excellence, and the Stevie Awards for Women in Business. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations and territories. More than 1,000 professionals around the world participate in the Stevie Awards judging process each year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.<\/p>\n","protected":false},"author":66,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[86],"tags":[653],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/64153"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/66"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=64153"}],"version-history":[{"count":1,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/64153\/revisions"}],"predecessor-version":[{"id":64154,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/64153\/revisions\/64154"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=64153"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=64153"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=64153"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}