SAN MATEO, Calif., Nov. 4, 2014 /PRNewswire/ -- Marketo, the leading
provider of engagement marketing software and solutions, announced
today that it has achieved a "Rated Outstanding, Assisted &
Self-Service, San Mateo"
certification from the Technical Services Industry Association
(TSIA), the leading association for technology services. This
certification recognizes that Marketo's Support Organization meets
the highest industry standards for customer support operations.
To achieve this distinguished certification, Marketo
participated in a rigorous audit process that evaluated over 190
best-practices for delivering industry-leading technical support.
This comprehensive process was developed by over 50 leading
technology companies. Auditors conducted a thorough inspection of
Marketo's Support Organization at its headquarters in San Mateo, including listening to support
services calls, reviewing important procedures and inspecting
support outcomes. After the evaluation was complete, the TSIA
determined that Marketo's assisted and self-service technical
support processes exceeded industry benchmarks.
"Marketo's support organization demonstrates excellent
commitment to their customers through outstanding support
delivery," said Tom Pridham, senior
vice president and general manager of the TSIA Operational Best
Practices Program. "Marketo's high level of operational
effectiveness has resulted in a very healthy culture that blends
customer focus, continual improvement and employee development to
ensure service and support excellence is an 'every occurrence'
experience for their customers. The Marketo Support
organization can be very proud of their TSIA Rated Outstanding
Assisted and Self-Service Support, San
Mateo certification."
The adoption of SaaS continues to grow but many enterprises are
facing significant customer support challenges with their SaaS
vendors, leading to low customer satisfaction and poor retention
rates. In fact, in its surveys around marketing effectiveness and
buyer rationales for purchase, Gartner found that "Support and
Service" is consistently shown to be the most powerful and
compelling differentiator.(1) Marketo recognized the
need for better customer support and the investment is paying off –
Marketo's subscription dollar retention rate rose to an average of
108% last quarter.
"Success with marketing technology requires outstanding service
in addition to an innovative product and we are passionate about
our customers and the services required to ensure this success,"
said Jason Holmes, chief customer
officer. "We are thrilled to have achieved this designation. It is
a great external validation that Marketo helps our customers be
successful with our engagement marketing solution."
Marketo also achieved certification in the TSIA's Support Staff
Excellence (SSE) program. The Certified Support Staff Excellence
Center designation leverages performance metrics that ensure the
entire service organization's staff internalizes key elements of
the training program and can improve their interactions with
customers on a sustained level.
About Marketo
Marketo (NASDAQ: MKTO) provides the
leading marketing software and solutions designed to help marketers
master the art and science of digital marketing. Through a unique
combination of innovation and expertise, Marketo is focused solely
on helping marketers keep pace in an ever-changing digital world.
Spanning today's digital, social, mobile and offline channels,
Marketo's Engagement Marketing Platform powers a set of
breakthrough applications to help marketers tackle all aspects of
digital marketing from the planning and orchestration of marketing
activities to the delivery of personalized interactions that can be
optimized in real-time. Marketo's applications are known for their
ease-of-use, and are complemented by the Marketing Nation®, a
thriving network of more than 320 third-party solutions through our
LaunchPoint® ecosystem and over 50,000 marketers who share and
learn from each other to grow their collective marketing expertise.
The result for modern marketers is unprecedented agility and
superior results. Headquartered in San
Mateo, CA with offices in Europe, Australia and Japan, Marketo serves as a strategic marketing
partner to more than 3,400 large enterprises and fast-growing small
companies across a wide variety of industries. For more
information, visit www.marketo.com.
About TSIA
The Technology Services Industry
Association (TSIA) is the world's leading organization dedicated to
advancing the business of technology services. Technology services
organizations large and small look to TSIA for world-class business
frameworks, best practices based on real-world results, detailed
performance benchmarking, exceptional peer networking
opportunities, and high-profile certification and awards programs.
TSIA corporate members represent the world's top technology
companies as well as scores of innovative small and mid-size
businesses in four major markets: enterprise IT and telecom,
consumer technology, healthcare and healthcare IT, and industrial
equipment and technology. TSIA's editorial blog, Inside
Technology Services, is widely recognized by technology service
professionals for providing thought leadership and insights into
industry trends and best practices. Visit us at www.tsia.com,
follow us on Twitter @TSIACommunity, or connect with us on LinkedIn
and Google +.
(1) Where's the Service in today's "as-a-Service" offerings?,
Rob Addy, September 30, 2014
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SOURCE Marketo