November 12, 2018
STRONGSVILLE, Ohio — This fall, construction software developer Foundation Software earned its spot among Smart Business’ 20 Northeast companies leading in “world-class” customer service, after 34 years with customer service at the center. According to CEO/chairman Fred Ode, the reason is surprising: “We’re really not a software company,” Ode said. “We see ourselves as a service company — we just happen to develop our own product.”
Foundation’s team demonstrates that philosophy wholeheartedly. “Our employees have consistently gone above and beyond helping our clients,” Ode added, “everything from helping correct weeks’ worth of data to manually entering bookkeeping for clients who lost power in natural disasters. We have employees coming in early and staying late to help clients resolve issues in time to run payroll — just as a few examples.”
That’s why Ode attributes the recent honor to the exceptional employees Foundation prioritizes hiring in client support and training. “These are difficult positions,” Ode said, “filled by special people. It takes a special person to provide our standard of customer service.”
Nearly one-third of Foundation’s employees work in customer service. Each team member is vital in handling the almost 600-per-day call volume. According to client services director Janice Yetmar, “A lot of collaboration goes into efficiently resolving our clients’ issues. Everyone in our department takes pride in helping our clients.”
However, Ode argues that pride belongs to everyone at Foundation. “From sales to marketing, development to reception, everyone has a hand in outstanding customer service,” Ode concluded. “Without great employees, we wouldn’t have great service. And without great service, it doesn’t matter how great our product is — we would be nowhere.”
Customer Service Awards were distributed at an awards luncheon at the Ritz-Carlton in Cleveland on November 8.
About Foundation Software
Foundation Software delivers job cost accounting, project management and mobile applications, along with payroll services, to help contractors run the business side of construction. For more information, call (800) 246-0800 or email email@example.com.