Portsmouth: Bottomline receives prestigious customer service accreditation

Bottomline Technologies, a leading provider of cloud-based payment, invoice and banking solutions, has been awarded the prestigious ServiceMark Accreditation from the Institute of Customer Service (ICS), the UK’s leading independent, professional membership body for customer service. 

ServiceMark is a well-recognised organisational standard which commends excellence in customer service. The accreditation is based on the results of an independent survey of Bottomline’s customers and an on-site assessment of the business’ customer experience.

Achieving ServiceMark Accreditation, in addition to the Customer Excellence Standard which Bottomline achieved in December 2012, makes Bottomline the only software provider to hold both awards concurrently.

“We have enjoyed incredible success by providing our customers with the best experience possible," said president and chief executive Rob Eberle. "Customer delight is a fundamental part of our company culture. Our C1 Customer Care program is a key part of our operations and pivotal to our achieving the ServiceMark Accreditation. The award is a fantastic testament to the commitment and dedication of all the Bottomline staff who strive to deliver outstanding customer service on a daily basis.”

Over 100 of Bottomline’s largest customers participated in the customer feedback survey. The survey was measured against nationally recognised benchmarks, including the UK Customer Satisfaction Index which rated Bottomline as ‘world-class’ for its high quality of customer care.

Jo Causon, ICS CEO, said: “ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”