Agilence 2025

At Agilence, we specialize in uniting digital and physical transactions to help cutting edge loss prevention teams expand beyond traditional theft and fraud to tackle preventable loss in all its forms - in the store, online, and at the corporate office. Companies have saved millions of dollars by optimizing operations, identifying sources of margin erosion, and reducing shrink using Agilence.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Agilence places customer success (CS) at the forefront to ensure customers achieve their goals. Agilence's CS Team added a dedicated Strategic Team, bringing industry veterans with more than 20 years on average of loss prevention expertise. Strategic CS Managers drive customer value, ROI validation, strategic planning, and risk management.

Additionally, to support our expansion into the EU and APAC markets, we added five new CS roles based in the UK, extending our CS coverage globally.

The CS Team enhances user experience by offering numerous programs:

• In-person events (Annual User Forum, UK Workshops, Executive Forums)
• Online events and engagement (Jam Sessions, Office Hours, Webinars, Water Cooler [Customer Community] posts, Master Training Series Videos)
• Tailored training packages consisting of onsite and virtual training
• Quarterly meetings with seasoned industry professionals focused on ROI
• Personalized communication plans
• Customized customer "Tune Up" sessions

"The thing that Agilence has going for them is the top-notch customer service. There has not been a moment that I haven't been able to email somebody or hop on a call and work through an error with them."

- Karen Walls | Designer Shoe Warehouse (DSW, 2024)

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

• Expanded CS globally with 5 new UK-based roles to support ROW
• Grew users from 52,502 in 2024 to 122,353 in 2025
• Earned 100% score for training satisfaction
• Saw a 96.3% retention rate from 2024 to 2025
• Created a ROI dashboard allowing customers to see value of services offered
• Resolved 100% of 7,978 support tickets across 2024 and 2025
• Resolved 99.4% of support tickets within the resolution goal time of 48 hours
• Introduced new role - Strategic Customer Success Managers (SCSM) - to provide specialized consulting services
• Hosted 1 User Forum, 4 Executive Forums, and 6 UK/EU Workshops with over 215 unique attendees
• Partnered with the Loss Prevention Foundation (LPF) on 6 thought-leadership webinars featuring Agilence SCSM & Product teams, ULTA Beauty, CVS Health, and DSW (customers)
• 19 customers trained over 995 hours in 2025:
  • 635 hours of consulting and working sessions
  • 350 hours of training on live customer application
  • 6 Office Hours sessions serving as an open forum for customers
  • 4 Jam Sessions highlighting new product features
• The Master Training Series has 35 on-demand videos that cover specific application capabilities
• Increased Agilence Watercooler (community) usage by 68% in 2024 after its revamp in 2023
• Implemented new CS application, Gainsight, to enhance satisfaction
• Added training for new products: Audit Management and Case Management
• Developed a hybrid training program combining self-paced videos and instructor-led sessions for faster onboarding

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Agilence has an impressive 96.3% retention rate for 2025. The SaaS industry best-in-class companies with similar ARR achieve a retention rate of 84-88% (ChartMogul).

The Strategic Customer Success Team and UK-based support roles represent a significant shift in Agilence's CS model.

• By embedding loss prevention experts with over 20 years on average of industry experience, Agilence moves beyond transactional support to consultative partnership, enabling customers to maximize ROI and achieve strategic outcomes.
• The expansion into EU and APAC markets ensures expanded coverage and region-specific expertise.
• Agilence is the only loss prevention company to provide CS across multiple times zones for 16 hours every day.
• This combination of strategic depth and global reach sets a new standard for CS in loss prevention. Agilence continues to grow year-after-year and has won marquee customers from competitors such as:
• Appriss (Secure) - CVS, Abercrombie & Fitch, PetSmart, American Eagle, Superior Grocers, Wakefern, Coborn's, Food4Less
• ThinkLP - Heinen's, Sally Beauty, Wolverine, Denny's, Uniqlo, Century 21, American Freight, Zellman
• Oracle XBR - Ulta Beauty, Total Wine, ABC Liquors
• As well as many others from competitors such as Profitect (part of Zebra) (DSW and Dollar Tree), Envysion (Chipotle), ShrinkTraxx (Wakefern), and Salesforce (Destination Pet)

The message from these customers is consistent: Agilence is proven and trusted because the Agilence CS team delivers results.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

In the attached PDF PowerPoint, titled "Agilence 2026 Stevie Awards Submission," we have included 6 customer use cases, highlighting customers (Abercrombie & Fitch, Atlantis Resorts, EG America, CVS Pharmacy, MOD Pizza, and Buffalo Wild Wings) where CS was instrumental in achieving success. Additionally, we have included some of our favorite quotes from our customers that have been collected since July 1st, 2023, since who else is better to speak on the work and success of the CS Team than the Agilence customer community? Lastly, our PowerPoint also breaks down the numbers behind the CS Team's successes over the last few years, including: a training satisfaction score of 100%, a logo retention rate of 96.3%, a 2.33x increase in customers supported, and more. Additionally, we have included...

• Customer testimonials from Lauren Jackson at Victoria's Secret, Travis Lee at Harps Food Stores, and Chad Knutson at Festival Foods.
• Timestamps about customer service and product praise: Victoria's Secret (0:06 - 0:28), Harps (1:03 - 1:35), and Festival Foods (1:01-1:35)
• Testimonials from Agilence Customer Success employees Lindsay Hamlette, Manager of Customer Success, and Ashley Bianchimano, Customer Success Engagement Coordinator