UpToDate Global Customer Support Receives Omega’s NorthFace ScoreBoard Award for Customer Service Excellence

Posted in Press Releases on Thursday, May 30, 2013.

BOSTON – (May 30, 2013) – Wolters Kluwer Health, a leading global provider of information for healthcare professionals and students, announced today that the UpToDate® global customer support team has received the NorthFace ScoreBoard AwardSM for excellence in 2012 from Omega Management Group Corp. It is the second consecutive year that the UpToDate customer support team has been recognized by Omega for exceeding customer expectations.

“At UpToDate, our mission is to improve care everywhere by empowering clinicians to make the best treatment decisions at the point of care,” said Heidi Gentleman Cullen, vice president, Global Customer Operations, UpToDate, Wolters Kluwer Health, Clinical Solutions. “Thus, it is vital that we provide prompt, accurate and professional support at each and every customer touch point. Receiving the NorthFace ScoreBoard Award for a second consecutive year is testament to our support team’s deep commitment to helping clinicians around the globe improve patient care and outcomes.”

Ms. Cullen will accept the award today during presentation ceremonies highlighting Omega's annual the SCORE Conference 2013 taking place here May 29-31.

Now in its 13th year, the NorthFace ScoreBoard award is presented annually to companies that, as rated solely on survey responses from their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year.

Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service and account management. Award recipients achieved a customer satisfaction rating of 4.0 or above. The UpToDate customer support team, which provides customer support and training to customers in 158 countries, received a score of 4.5 for customer service and 4.4 for both individual and enterprise site support.

“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” said John Alexander Maraganis, president & CEO of Omega, an expert in customer experience management (CEM) strategy that helps companies boost revenue and profits by consistently exceeding customer expectations for service quality.  “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”

About UpToDate

UpToDate® is an evidence-based, physician-authored clinical knowledge system which clinicians trust to make the right point-of-care decisions. UpToDate’s more than 5,100 world-renowned physician authors, editors and peer reviewers use a rigorous editorial process to synthesize the most recent medical information into trusted, evidence-based recommendations that are proven to improve patient care and quality. More than 700,000 clinicians in 158 countries and almost 90% of academic medical centers in the U.S. rely on UpToDate, and more than 30 research studies confirm UpToDate’s widespread usage and association with improved patient care and hospital performance, including reduced length of stay, adverse complications and mortality.

UpToDate is part of Wolters Kluwer Health, a leading global provider of information, business intelligence and point-of-care solutions for the healthcare industry. Wolters Kluwer Health is part of Wolters Kluwer, a market-leading global information services company with 2012 annual revenues of €3.6 billion ($4.6 billion).


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