COVID-19 Response: It’s All About Our Customers and Employees

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Customer care was in our DNA well prior to COVID-19, and is an aspect of our organization that we strive for excellence in. Once the pandemic hit though, Sage quickly realized that the needs of our customers were rapidly shifting. They needed guidance on everything from future recovery, financial forecasting, to general support from their account managers in a more hands on way.

With thousands of customers ranging from startups to public companies, Sage Intacct has long established its market leadership as the best cloud financial management software. More importantly though, Sage Intacct was built with a customer-centric mission since day one. Time and time again, our customers have publicly shared their positive experiences – giving us high marks for ease of use, innovative functionality that streamlines processes and improves business insights, and a high return for their investment.

TrustRadius recently recognized Sage Intacct with a 2020 Tech Cares Award. This award celebrates organizations that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 crisis. To be accepted for the Tech Cares Award, each nominated organization had to be a B2B technology company that demonstrated above-and-beyond caring during the COVID-19 pandemic.

When COVID-19 hit, we reacted quickly by creating a dedicated Coronavirus InfoHub on our website containing information and resources to help customers during the current situation. We included details on this webpage – and via emails sent to our customers and partners by Sage executives – on how we are supporting our customers and partners, as well as providing business advice to help them navigate the rapidly-changing market environment. 

Additionally, Sage Intacct’s cloud-based platform and 24/7 customer support teams help ensure our customer’s business continuity so that they can access their data and keep working from any location without interruption. Our organization experienced this firsthand: by mid-March, the entire Sage Intacct workforce transitioned to a 100% remote working environment. Because of our cloud-based systems and highly distributed workforce around the world, we have had no disruption to our operations or ability to continue to deliver the highest levels of performance, availability, security, and support our customers expect.

We also realized that each industry is being affected differently by COVID-19. For example, nonprofit organizations were particularly hard-hit during this time. To motivate finance teams at these organizations, we launched a nine-part “Inspiring Leaders in Nonprofit Finance” video series over the summer. We met with some of our nonprofit customers to check in, see how their individual organizations were handling COVID-19, and how Sage Intacct was enabling them to continue pushing forward.

Business continuity is top of mind for most companies right now, and that is no different with our customers. We’re taking a truly collaborative approach, by reaching out to customers and discussing their cash flow, expenses, understanding what capital expenditures can be postponed, ensuring they have access to the resources they need, and providing some flexibility with billing if the need arises. As an organization that’s built on a true customer-focused model, we’ll be there, side by side, and Sage Intacct is doing everything we can to help them. 

Sage CEO Recognized

In regard to caring for our employees, that remains top of mind as well. In fact, Sage CEO Steve Hare’s leadership has stood out, according to employees on Glassdoor, particularly due to the level of communication and employee engagement he and the upper management team have maintained during the crisis. 

Glassdoor conducted a survey and considered recently submitted reviews about working for large companies that also included assessments of executive leadership. Only reviews left between March 1 and July 31 were considered, with particular attention paid to high-quality reviews that focused on leadership’s actions during the pandemic. Using these reviews, a scoring system was created to rank the companies and order them.

For the UK list, Steve Hare took the top spot with a Leadership Score of 95% during COVID-19. Sage employees shared feedback on the excellent communication and engagement from upper management. Steve tied with Marc Aslett of Mercury Systems in U.S. for the highest leadership score across both the U.S. and UK.

This review summed up Steve’s leadership particularly well: “I joined Sage about 6 months ago, and have been blown away by the focus on being setup to do the right thing whilst delivering world class leading products, the drive for colleagues to succeed and develop, and the feeling of community through the Sage Foundation. Sage has been nothing short of top class during the COVID-19 crisis, and provided employees with regular, clear and consistent messages, the tools and technologies to perform duties from home and the space & support for people to manage home and work commitments. I genuinely believe that I have joined one of the best businesses in the UK, if not the world!”

As we all work through the COVID-19 pandemic, know that we are committed to not just helping our customer and employees come out the other side of this, but being present every step of the way and reaching that success together.

Brittany Benson

Brittany Benson

Brittany Benson is the Senior Corporate Communications Manager at Sage Intacct.