ABM Franchising Earns Customer Service Award
ABM Franchising Group, LLC, a subsidiary of ABM, was named a winner of a Bronze Stevie Award in the Customer Service Team of the Year category of the 18th Annual American Business Awards. This marks the fifth time in 10 years the company has been recognized by the American Business Awards.
The American Business Awards are the United States' premier business awards program. All organizations operating in the United States are eligible to submit nominations – public and private, for-profit and non-profit, large and small.
“I’m so proud of our support team for earning a 2020 Stevie Award,” says Bruce Phibbs, senior vice president of ABM Franchising Group, in a press release. “Our talented team of 14 support specialists excels at providing outstanding customer support to a vast community of approximately 3,000 franchise employees.”
ABM Franchising Group’s support team serves the diverse needs of two distinct franchise networks: Linc Service and TEGG. The franchise networks deliver mechanical and electrical service and preventive maintenance solutions to commercial and industrial buildings. The overall network has more than 230 franchises located throughout the United States, Canada, Latin America, Australia, and Europe.
The support team provides day-to-day operational support, while developing and implementing new software solutions and processes for sales, accounting, business management and operations. The department has maintained a 98 percent satisfied customer approval rating for the past 12 years, a two-hour response time and a weekly close rate of 94 percent for open support calls.
In 2019, the support team processed 12,268 calls from Linc Service and TEGG franchises. In addition to responding to support calls, the team implemented new accounting, mobile, pricing and proposal software.
ABM Franchising Group previously received Stevie Awards in the Support Department of the Year category in 2014 and in 2018, a Stevie Award in Customer Service Team of the Year category in 2016 and was a finalist for Support Department of the Year in 2010.
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