HCSS: Customer Service Training Team of the Year - Internal

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):

Since its inception in October 2022, the HCSS Services Enablement team has established a foundation of role-specific training tailored to the needs of the employee. The team's first major initiative was to refine the onboarding experience for the Stevie-Award-winning HCSS Support team. Dedicating educators to this shifted responsibility away from department leaders, allowing a greater focus on day-to-day employee and customer needs. The curriculum transformed from an eight-week program of lectures into four focused weeks that emphasized hands-on training inside the products. This was possible through data-driven decision-making, drawing from customer call drivers and pain points to guide the curriculum. The customer-first approach led new employees to achieve productivity faster and more confidently, helping HCSS deliver on its industry-leading promise: speaking to a representative in three rings or less without a phone tree. The team has since doubled in size and expanded its responsibilities to include continued education beyond onboarding and knowledge distribution tailored around business and product changes. The team's continued growth and success culminated in a Gold Stevie Award win in this category last year.

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

The HCSS Services Enablement team continued to push the envelope in spite of the challenges presented during this period. The largest hurdle was the reorganization of the HCSS Support department, grouping team members and products into 3 distinct product verticals. This required rebuilding content to meet a new demand: engaging courses that made team members experts in their vertical. Using this opportunity, the team streamlined each onboarding placing greater emphasis on product demonstration and hands-on practice. This has resulted in Time to Productivity for new employees dropping from eight weeks to four, helping HCSS Support maintain an industry-leading 98.8% First Contact Resolution. With 77 employees onboarded since July 2023, the team has delivered over 1400 hours of instructor-led training. As the team grew, their audience expanded. Notably, the Customer Success and Development teams began to receive tailored training, helping them achieve productivity faster. Equipping these teams with a better understanding of customer use cases resulted in higher quality Business Reviews and coding decisions. This work has ultimately led to the continued success of HCSS teams in supporting customers and maintaining a Gross Renewal Rate of 89.1%.

Metrics from July 1, 2023 to November 2025

1. Time to Productivity: 4 weeks (50% decrease)
2. Hours of Training Delivered: 1400+
3. Support Employees Onboarded: 77
4. Support Promotions: 50
5. First Contact Resolution: 98.78%

Gross Renewal Rate: 89.1%

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 HCSS Services Enablement team faced significant changes this period, requiring it to expand and adapt. A core challenge involved the reorganization of the Stevie-Award-winning HCSS Support department. The team rebuilt the onboarding experience to focus on the employee's product vertical, shifting from lectures to hands-on courses, and reducing Time to Productivity by 50%.

Beyond onboarding, they enhanced the learner experience through continued education, deploying new on-demand and instructor-led content targeting advanced skills, emerging call drivers, and career training. The growth of AI in the industry during this period was rapid, and the team learned to leverage it, eliminating several time-consuming tasks. This bolstered the team's delivery of consistent, high-quality content even as demand for training increased throughout the organization. The team brought tailored training to multiple departments, improving their ability to positively impact the HCSS customer experience. Despite their success, the team looked to improve by introducing business value assessments. These evaluations highlighted proficiency with the HCSS software suite and the customer's use case. By assessing employees across the organization, the team identified knowledge gaps and began addressing them with curriculum updates and new courses. The results of these assessments continue to pay dividends, expanding the team's impact throughout HCSS.

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.