Motive is honored to be listed as one of the winners in this year’s Business Intelligence Group’s Excellence in Customer Service Awards. Motive’s seasoned Director of Global Support, Danielle Fisher, was recognized for this year’s award, which includes 40 of the top-ranked organizations.

Fisher, who has 17 years of management experience in customer support, said the award is a testament to the team, saying, “Our support team is dedicated to delivering a great customer experience. The award is a validation of our leadership’s commitment to the success of our customers.”

Danielle has 17 years of management experience in customer support and has won several industry awards in her career. She leads a multicultural team comprised of support representatives, software engineers, support enablement, operations, and data analysts.

Under Danielle’s leadership, Motive’s Global Support Team has experienced a transformative shift to a world-class support organization. This is evident in a number of key metrics, such as:

  • A seven-point improvement in CSAT in one year
  • Increasing phone pickup rates to 97 percent
  • Responding to 92 percent of emails within 20 minutes

“Our goal is to deliver a world-class experience for our customers,” said Sam Lee, Motive’s head of customer success and support. “This starts from day one and includes everything from notifications, proactive outreach, continual evaluation and regularly reviewing customer feedback. We pride ourselves in choosing top talent to ensure we can execute on the vision.”

Motive’s customer dedication

This industry is literally moving non-stop. Motive understands the importance of safety and compliance that are critical to keeping our customers’ businesses running. This is why we’ve invested in a service team that provides 24/7 support, 365 days of the year. It ensures our customers and free app users can reach us via phone, chat, email.

As Business Intelligence Group points out, “Companies that deploy a well-crafted customer service program enjoy a 92 percent customer retention rate. It costs 600-700 percent more to acquire a new customer, versus retaining an existing one.”

We’re always on the hunt for new talent to join our team. To learn about open roles, visit

The winners

The Business Intelligence Group’s Excellence in Customer Service Awards highlight people and technologies that support their customers and help them to succeed. The winners include a mix of fast-growing cloud companies and publicly traded companies, across the globe.

The 2019 Excellence in Customer Service Awards winners are listed below:

Consultant of the Year

  • Alorica

Executives of the Year

  • Jennifer Dearman, Vice President of Global Customer Success, Kronos Incorporated – Internet and Technology
  • Kevin Ortner, President and CEO, Renters Warehouse – Real Estate
  • Stu Sjouwerman, CEO and Founder, KnowBe4 – Software
  • Danielle Fisher, Director of Global Support, Motive – Transportation

Front-Line Pro of the Year

  • Provident Financial Romania – Financial Services

Organization of the Year


  • AdCellerant – Business Services
  • Agiloft – Internet and Technology
  • FastSpring – Software
  • OnSIP – Telecommunications
  • Realeflow – Real Estate
  • RoamRight, an Arch Insurance Company brand – Insurance
  • TradePMR – Financial Services


  • AireSpring – Telecommunications
  • Copyright Clearance Center – Non-profit
  • Diligent – Other
  • Spireon, Inc. – Transportation
  • SquareTrade, an Allstate company – Internet and Technology
  • V Digital Services – Business Services
  • Yext – Software


  • Provident Financial Romania – Financial Services
  • Vivial – Business Services
  • Vivint Smart Home – Internet and Technology
  • International Cruise & Excursions (ICE) – Travel and Leisure

Outsource Partner of the Year


  • Ansafone Contact Centers


  • Alorica

Technology of the Year


  • – Software
  • Passage AI – Other
  • Valimail – Internet and Technology
  • Voicesense – Voice-based Predictive Analytics Technology – Other


  • Astute Bot: Digital Customer Self-Service – Software
  • Star2Star Full Spectrum Communications Solution – Telecommunications
  • SmartDrive Systems, Inc. – Transportation
  • Toast Inc. – Internet and Technology


  • Citi Retail Services – Financial Services
  • Verint – Business Services

Transformation of the Year

  • Agero, Inc. – Internet and Technology
  • Citi Retail Services – Financial Services
  • Klook – Travel and Leisure
  • ServiceNow – Software