Ultimate Software Focuses On Customer Service

Kevin Newcomb

Updated · Feb 25, 2004

Web-based payroll and workforce management provider Ultimate Software on Tuesday launched its “Passion for Perfection” initiative to improve customer service, including enhanced Web-based knowledge management offerings and a restructuring of the company’s Services division.

“Ultimate Software is truly passionate about excellence in our product and in our services, and we believe we should strive for perfection in everything we do every day,” said Jon Harris, Ultimate Software’s senior vice president of services. “We will not rest on our current awards and accolades but, rather, strive to be the absolute best customer services team we can be.”

Harris spent the past 6 years leading Ultimate Software’s Professional Services team, and was appointed in December 2003 to head up the consolidated implementation and customer support teams.

The “Passion for Perfection” Customer Service Program began with the implementation of a new online search center, AskUS. The customer self-service tool, launched in December 2003, reduces search time by 70 percent, and increases the accuracy of the information gathered from more than 1 million internal and external sources to 85 percent.

To enable its support team to more readily assist customers by connecting directly to their computers and sharing their screens, mouse, and keyboard control, Ultimate Software recently implemented ExpertCity’s GoToAssist remote access software.

Beginning in March, Ultimate Software will provide all customer service users with the direct phone extension and e-mail address of a specific named support specialist. Each support representative will be part of a broader service team aligned by region, and each team will include product support specialists, technical support specialists, customer relationship management representatives, and strategic account representatives.

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