Wolters Kluwer Compliance Solutions has been honored for its customer service initiative, “My Account,” earning a Gold-level distinction by the Globee Awards in its 8th Annual Customer Sales & Service World Awards. My Account was named “Front-Line Customer Service & Support Team of the Year” for excellence in enhancing the user experience and improving the functionality of Compliance Solutions’ proprietary customer support system.
The upgraded My Account platform provides customers a comprehensive, real-time view of their account information with enhanced functionality to view account balances, outstanding invoices, order status, and tracking numbers for print orders. Among the numerous technology build-outs, the real-time invoice review capability eliminates overnight delays for customers managing time-sensitive billing issues and expands invoicing to multiple recipient lines of business to address more complex processes.
“Financial institutions are responsible for a multitude of challenging issues in their everyday work, from navigating complex and ever-evolving regulatory requirements to managing the development of compliant, customized disclosure forms that are used in lending and other financial services transactions,” said Steve Meirink, Executive Vice President and General Manager for Compliance Solutions. “Our simplifying some of that complexity and lowering customer effort levels in a meaningful way is largely based on a series of “voice of customer” and employee interviews we conducted over the past year. Those insights helped us identify, develop and prioritize substantive system improvements and streamline our daily customer interactions. The feedback from customers as well as our support reps has been overwhelmingly positive.”
Earlier this year, My Account won a 2021 International Business Award for customer service excellence. The team is now embarking on the release of new functionality in My Account, where customers will be able to pay invoices via Automated Clearing House functionality.