Smoke Customer Care Solutions wins TT100 award for innovation excellence
Customer experience management company Smoke Customer Care Solutions has won the Technology Top 100 (TT100) emerging and small enterprises award for excellence in the management of innovation. The company also scored two additional nominations for excellence in the management of technology and the management of systems.
The TT100 Business Awards Programme, launched in 1991 by the South African Engineering Association (SAVI), highlights the importance of developing a local culture of technological innovation and excellence. It aims to achieve growth and innovation advancement in South Africa and recognises companies for their competency in the management of technology, innovation, people, systems, research and sustainability.
"The TT100 is one of the most important business awards programmes in South Africa," says Andrew Cook, CEO of Smoke Customer Care Solutions. "We are proud to have won the innovation award and to be nominated in the technology and systems categories. It's a recognition of the emphasis we have placed on building exceptional technology that helps both consumers and organisations, while also successfully generating revenue for our business."
Smoke Customer Care Solutions' main product is Eyerys, a solution that makes it possible for companies to listen to customers at every touch point in their organisation, and tie the feedback back to a specific interaction, customer and staff member. It's one system which collects information from multiple sources such as call centres, e-mail, mobile interaction and Facebook, to name a few, and integrates it into a single easily accessible report.
The TT100 adjudication panel, an independent and high-profile body drawn from top people in the business and public sectors of South Africa, looked at 94 areas of evaluation for each entrant. This was followed by a questionnaire on the business, an online evaluation, and a two-hour face-to-face interview.
"We were evaluated on the fact that we have made it simple for customers to give feedback, which in turn enables companies to get valuable information that empowers them to improve their service levels," says Cook. "This not only works to their advantage, but it also means that consumers can look forward to improved customer service too. The award acknowledges that we have taken an innovative process and successfully commercialised it for the benefit of both businesses and their customers."
The adjudicators also took into account that Smoke Customer Care Solutions runs The South African Service Awards, launched in 2011 to ignite better service. This programme rewards companies for providing good service and also gives companies a channel to connect to customers who have positive or negative feedback.
"Our services and solutions are aimed at helping businesses to improve their service levels and boost their bottom line," adds Cook. "At the same time, consumers benefit from having an enhanced customer experience.
He says customer service is the single most important competitive differentiator in today's economy, which is why the customer experience management industry has experienced massive growth and also why Smoke Customer Care Solutions has won recognition for its solutions. The company currently conducts surveys with millions of consumers every month and has grown at a rate of 12% per month since it was founded in 2007.