Sportradar AG today announced that its global customer care unit has received certification for the International Organisation for Standardisation (ISO) norm 9001:2015 from TÜV Thüringen.
Sportradar AG’s customer care unit, which won the award for ‘Best Customer Service’ at last year’s EGR B2B Awards, has been ISO-certified since 2014. The latest audit affirms that the Quality Management System (QMS) of Sportradar AG’s global customer care unit that delivers Customer Support, Certification Services and Technical Integration Support to Customers of Sportradar AG matches the ISO norm 9001:2015.
“Embarking in this direction and successfully passing the certification demonstrate our continued commitment to the highest global standards in customer service, operational excellence and quality management across all Sportradar entities,” said Daniel Rossmann, director of customer care at Sportradar AG. “To be recognised with this internationally respected certification and have it renewed multiple times already demonstrates a great team effort which I am truly proud of.”
The company feels the certification highlights Sportradar AG’s serious commitment to customer satisfaction. As a global tech-driven company, it is on call 24-7 to provide customers with information, communication channels and best practice procedures on a day-to-day basis. This means placing a higher priority on live chats, on-site visits, email communication and the more technical details that aim to deliver a best-in-class customer experience.
They say these procedures are in line with Sportradar AG’s larger global strategy to constantly improve communication across the business, improve proximity to customers and ensure unified operational and strategic excellence following global quality guidelines.
“Our customers are our most valuable asset; hence it is of utmost importance to us that our clients are and stay happy,” added Rossmann.
In 2018, Sportradar AG carried out multiple customer service excellence and quality assurance initiatives to drive its overall strategy of creating a unique customer experience and journey across all parts of the client-go-live and client-life-cycle process.
Through the process it offered its new Active Integration Program, which allows customers to meet or even undercut tight deadlines while staying within their budget. It also led to unbeaten response times (24/7/365), the highest possible level of transparency as well as an outstanding Customer Effort Score and Satisfaction Rating.