Third Stevie Award for Customer Service

“Arelion’s entry is incredibly compelling and enlightening, ranking among the top ones I have encountered!”

Arelion has achieved another milestone by winning the Bronze Stevie® Award for Customer Service Department of the Year. This recognition underscores our unwavering dedication to delivering exceptional customer experiences.

As the world’s top athletes competed for Olympic glory in Paris earlier this month, we have been striving for excellence in customer service for our clients. We are extremely proud of receiving the bronze medal and are truly grateful for our team’s hard work and dedication. The International Business Awards, also known as the “Olympics for the workplace,” is among the top business awards programs in the world.

Our customer-centric approach

Arelion’s success is rooted in our relentless pursuit of customer satisfaction. We understand that delivering exceptional customer experiences sets us apart in today’s hyper-competitive telecommunications market. It’s more than just a tagline for us—it’s a core value that drives everything we do.

We’ve built a customer-centric culture that empowers our teams to go above and beyond. Our dedicated support experts, many with advanced computer science and engineering degrees, are committed to providing unparalleled service. We’ve invested heavily in upskilling our teams, centralizing our support operations, and leveraging cutting-edge technology to ensure our customers have the best possible experience. We actively implement customer feedback to enhance our customers’ digital experience, ensuring effortless interaction with our support engineers and fast remediation.

Our focus on building strong customer relationships is key to our success. We believe in transparency, open communication, and actively seeking customer feedback. This approach has significantly improved our Net Promoter Score (NPS), a metric measuring customer loyalty and satisfaction.

Our Conflict-Free Channel Program is another example of our commitment to our customers. By partnering closely with our channel partners, we’re able to deliver even greater value and support.

Key Achievements Driving Our Success

• NPS Score: Increased from 51 in 2022 to 72 in 2024, representing an 18% year-over-year improvement.
• First-Line Resolution Rate: Maintained at over 80% overall, with over 90% for IP services.
• ChannelVision Visionary Spotlight Awards: Recognized as ‘Most Responsive Channel Supplier Team’ in 2020, 2021, 2022, and 2023.
• Stevie Awards: Received Bronze recognition for the “Customer Team of the Year Award” in 2021, 2023, and most recently 2024.

We’re incredibly proud of our team and the work they do every day. This award reflects Arelion’s dedication and commitment to our customers.

What the Judges Said

• “Impressive indeed. Arelion’s submission demonstrates the ambition and relentless drive of the business to delight its customer base.”
• “Arelion’s entry is incredibly compelling and enlightening, ranking among the top ones I have encountered! The metrics you provided are truly impressive, and the imaginative strategies employed in the campaigns are delightful. Congratulations on your well-deserved success!”
• “Arelion’s customer service team has shown outstanding performance with a high NPS score, impressive first-line resolution rates, and multiple industry awards. Their focus on customer-centric culture, technical expertise, and continuous improvement through customer feedback and technological advancements is commendable.”
• “Arelion’s use of collaborative innovation and Conflict-Free Channel Program shows that they’re innovating within their industry.”

This Bronze Stevie Award is a significant recognition of our relentless ambition of setting new standards for customer service in the telecommunications industry.

Anna Demchenko, Head of Network Monitoring & Customer Support