HCSS: Best Customer Engagement Initiative

For 35 years, HCSS has been developing software to help construction companies streamline their operations. Today, we are recognized as a pioneer and leader in our market. Our mission at HCSS is to help customers dramatically improve their business through our innovative, high-quality construction management software and exceptionally helpful service while providing a great life for our employees.

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

HCSS Support's Proactive Outreach Initiative reimagines how a customer support call center team can build relationships that last. Rather than waiting for customers to contact Support with problems, the team reaches out first-initiating meaningful, consultative conversations designed to strengthen product adoption, uncover opportunities, and reinforce HCSS's legendary "real person, three rings or less" promise.

The program operates in two coordinated branches: Post-Implementation Outreach, which helps new customers transition smoothly after setup, and Pulse Checks, shorter check-ins that maintain engagement with long-term users. Together, they create a continuous cycle of connection across every stage of the customer journey - alongside the standard inbound award-winning case work that HCSS customers have come to know and love.

The initiative's objectives are simple but ambitious: ensure customers feel supported beyond implementation, detect and assist at-risk accounts early, identify training or new-product opportunities, and build lasting trust through authentic, human interaction. Each conversation is guided by curiosity, empathy, and expertise-turning a routine technical support touchpoint into a moment of partnership and value.

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

The Proactive Outreach Initiative launched in late 2024 as a cross-functional program built on consistency, accountability, and measurable impact. Support leaders identify outreach customers weekly, creating proactive cases assigned to outreach specialists. Each case follows a standardized workflow that ensures ownership, follow-ups, and detailed tracking. Analysts use Google Gemini AI to capture meeting notes, tag outcomes using Salesforce articles ("At-Risk," "Feature Training," "IQL," or "Win"), and share insights across Customer Success, Sales, and Product teams.

Post-Implementation Outreach meetings last 30-45 minutes and focus on early success. Analysts guide customers through feature adoption, business alignment, and technical coaching-identifying training needs and opportunities for deeper product use.

Pulse Checks are lighter, 10-15-minute conversations that keep relationships warm and gather quick feedback from long-term users on product satisfaction and business success. These sessions reinforce that HCSS Support remains personally available through phone, email, or chat, maintaining the company's no-automation, no-phone-tree promise.

Since launch, the team has reached out to 413 customers, achieved a 43% engagement rate, stabilized dozens of at-risk accounts, and sustained a 9.8/10 CSAT-all while deepening collaboration and maintaining customer trust. Engagement results include 23 "customer wins," 16 "feature trainings," 16 "at-risk" identifications, and 5 new IQLs.

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):

The Proactive Outreach Initiative transformed HCSS Support from a reactive help desk into a proactive partnership engine. It shifted the team's purpose from resolving problems to creating long-term success stories-and in doing so, built an entirely new standard for customer engagement in construction technology during what was a record setting 24 months for an inbound technical support workload.

Customers who participated reported greater confidence, faster issue resolution, and higher satisfaction with their software investment. Internally, analysts evolved into advisors, building stronger relationships and a more consultative mindset that now shapes the entire customer experience. Each interaction feeds a "voice of the customer" pipeline, giving Sales, Customer Success, and Product teams direct visibility into customer goals, challenges, and wins.

What makes this initiative remarkable is its human authenticity. Every outreach begins with curiosity-"How's your business doing?"-and ends with action. In an era dominated by automated engagement, HCSS chose connection over convenience, building a scalable system that proves empathy and precision can coexist.

By bridging the gap between implementation and long-term success, HCSS Support has shown that proactive, human-driven engagement doesn't just retain customers-it turns them into champions. It's a model of service that reflects the very best of HCSS: real people, real partnership, and relationships built to last.

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):

Please continue to the Google document linked here, which contains supporting materials, testimonials, and visuals that demonstrate the team's achievements, impact, and culture of excellence in serving HCSS customers.