HCSS: Contact Center

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 team: history and past performance (up to 1,250 characters):

HCSS Support serves as the customer service heartbeat of one of the most respected names in construction software. From its beginnings in a spare bedroom in 1986, the department has evolved into a fully integrated contact center of eighty-five professionals supporting over fifteen products used by hundreds of thousands of users across North America.

In an age when many technology providers rely on automated menus or chatbots, HCSS has upheld a decades-long promise that defines its identity-every caller reaches a real human, within three rings, never a phone tree. That live connection embodies the company's core belief that great software should always come with personal, expert support.

Operating from a 12-acre campus in Sugar Land, Texas, the team combines deep product knowledge with genuine empathy. Their performance consistently leads the industry: 9.8/10 customer satisfaction, 98.8% first contact resolution, and an average time-to-resolution under a single day. Customers describe the experience simply-"like calling a trusted business partner."

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

Since July 2023, HCSS Support has transformed its contact center through initiatives that deliver measurable impact for customers while enhancing employee wellbeing. A structural shift from a single support team to three product verticals increased specialization, and improved both speed and quality of service. Within months, Energage workplace satisfaction scores rose by four points, CSAT held at 9.8, and time-to-resolution fell by half.

In 2025, a new utilization-based staffing model replaced instinctive scheduling with balanced, data-driven targets. Productivity rose from 4.8 to 7.4 cases per tech per day while maintaining quality and empathy in every interaction. The team also expanded its reach beyond reactive support-launching proactive outreach that has engaged over 400 customers (and will have completed contact to almost 4,000 customers by end of year) and redesigning its inbound-lead process to generate 234 qualified leads worth $217K in recurring revenue.

Culture advanced alongside performance. A peer-led Support Culture Team created inclusive events and appreciation programs, while a recently-hired hybrid Weekend Team was established to help strengthen work-life balance by diminishing after hour work requirements for the team.

Across 201,000 cases since July 2023, the contact center has upheld a 9.8 CSAT, 98.8% FCR, and the same simple, human promise-real people, real help, real fast.

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):

HCSS Support's contact center stands apart in an era defined by automation and cost reduction. Where most organizations have traded human connection for efficiency, HCSS has proven that compassion and performance can coexist-and even amplify each other. Every call still reaches a live, product-trained expert within three rings, reflecting a philosophy that real human interaction builds trust faster than any technology.

What makes these results exceptional is the dual transformation achieved: unprecedented operational gains coupled with the highest employee engagement scores in department history. By investing in structure, culture, and proactive service the team reinvisioned what a call center technician is, while also improving nearly every measurable metric-faster resolutions, higher satisfaction, fewer missed calls- reducing burnout and increasing internal mobility.

The contact center has become both the voice and the conscience of HCSS. It models how a modern support organization can deliver enterprise-level efficiency while preserving a distinctly human experience. In an industry increasingly defined by automation, HCSS Support continues to prove that the future of great service still sounds like a real person answering in three rings or less.

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.