Wolters Kluwer's Front-Line Customer Service Team

Wolters Kluwer (EURONEXT: WKL) is a global leader in information, software solutions and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology and services.

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

In APAC, the 17-person Customer Support team is the first line of connection for more than 7,500 client companies-delivering not only answers but long-term trust. The story is one of consistency and innovation. With an average tenure of 10 years, its specialists bring deep knowledge and a human touch to every interaction. Leaders recognised that customer care for high-value clients facing global and local change needed to transform into a high-touch model. The old way-waiting for agents to answer inbound queries-wasted customer time, while ecommerce relied on multiple hand-offs and long onboarding that slowed performance. By addressing these challenges, the team reimagined service: Hypercare for priority clients, GenAI AVA to halve turnaround times, and backend provisioning that cut onboarding from two days to two hours. The results: measurable impact. In 2025, customer satisfaction reached 98.8%, NPS climbed to 58, and renewal rates exceeded 91%. Our retention rate, combining both renewal and upsell, surpassed 100%, reflecting unwavering customer loyalty and growing trust in our solutions.

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

The Wolters Kluwer APAC Customer Support team replaced outdated processes with bold initiatives that save time, enhance productivity, and build trust. The Hypercare Program redefined support for high-value clients with complex software environments. The team guaranteed a 24-hour response to every query and created proactive, high-touch service. The result was 100% retention and stronger trust with the most demanding clients. Embedding AI into workflows is another global priority-and APAC led the way by launching GenAI AVA, an AI-enabled chatbot, halving turnaround times and empowering customers to self-serve while freeing agents to deliver more personalised care. Customers now experience faster answers and the reassurance of expert human support when needed. To accelerate growth, backend provisioning was overhauled, cutting onboarding from 48 hours to just two-a 96% improvement. New customers now gain access almost instantly, supported by personalised welcome emails that set the tone for success. One client shared: "Support has been very prompt in responding to our queries whether by call or email. We really appreciate CCH support" (Aznam & Co). The team also demonstrated resilience in crisis response.

When CCH iFirm experienced a disruption, support staff acted within minutes, restored service in just over an hour, and kept customers informed throughout-preserving trust when it mattered most.

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):

While competitors only announced a single AI solution in June 2025, Wolters Kluwer APAC is already delivering multiple AI-enabled products, proving leadership in innovation and execution. These achievements stand out because they link global strategy to regional delivery in ways that are already producing results. Globally, Wolters Kluwer prioritises evolving go-to-market solutions, embedding AI, and accelerating customer productivity. Locally, the APAC team brought this vision to life, reimagining customer support and delivering measurable change. GenAI AVA is the clearest example. While global strategy set the target for generative AI integration, the APAC front-line team became the first to roll it out across tax and accounting platforms. AVA halved turnaround times, enabled instant self-service, and freed specialists to deliver higher-value care. Building on this, a three-year plan is already in motion to embed AI directly into CRM-equipping agents to instantly search and formulate solutions. With APAC years ahead of competitors, the Hypercare Program directly evolved go-to-market models for high-value clients, backend provisioning accelerated onboarding by 96%, and crisis response reinforced reliability. This is best expressed by customers. "Their ability to stick to the plan, adjust when needed, and deliver CCH Integrator on time was critical - and they absolutely did that" (Intrepid Travel).

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):

This submission highlight how Wolters Kluwer's Customer Service Team delivers measurable results through expertise, empathy, and continuous innovation. "Meet Our People" profiles Senior Technical Support Specialist Hong Zhen, whose dedication to resolving complex compliance issues-often outside standard hours-reflects the team's commitment to customer success. Her story demonstrates responsiveness (urgent tickets within 3 hours) and a personal approach that builds trust. Customer testimonials from firms including AMP, Acnode, BGC (Australia), and Findex reinforce this, praising team members such as Hong Zhen, Raymond Ventura, Fadi Beydoun, and Keang Taing for their professionalism, patience, and deep product knowledge. Clients describe Wolters Kluwer's support as "second to none," noting efficient resolutions and proactive communication that enable critical lodgement deadlines to be met with confidence. Service enhancement data shows significant time improvements following the launch of the AVA Chatbot, enabling faster triage and freeing agents to focus on complex, high-value interactions. Together, these materials demonstrate a culture that embodies Wolters Kluwer's values-"Make it better" and "Focus on customer success every day." The result is a proven, customer-driven service model that combines human expertise with intelligent automation to deliver consistent, high-impact outcomes across the region.