Tuesday, 24 January 2023 23:23

Fathom's 'customer service excellence' earns international recognition with award win

By Gordon Peters
Fathom co-founders David Watson, Daniel Walls, and Geoff Cook Fathom co-founders David Watson, Daniel Walls, and Geoff Cook

Australian financial management and reporting platform Fathom has received a 2022 International Service Excellence Award (Small Business) from the Customer Service Institute of America (CSIA).

The global award recognises Fathom as leading the way in tech customer service, which the Brisbane-founded, former bootstrapped SaaS company credits as the “recipe to its successful global expansion over the past decade”. 

Recently acquired by global software company The Access Group, Fathom’s visual insights and reports help show the story behind complex numbers, helping over 65,000 businesses worldwide make more informed decisions. Highly regarded for its product ingenuity and consultative customer care,

Fathom’s Brisbane co-founders - David Watson, Daniel Walls, and Geoff Cook - were also recognised by The Australian as one of Australia’s Top 100 innovators.

“Receiving this international award recognises the genuine way our global team helps over 65,000 businesses worldwide to understand their numbers. Across ten years, our recipe for success has been simple: solve customer problems and provide a rich customer experience and steady, sustainable growth will look after itself,” said David Watson. 

"We are taking a unique approach in the SaaS industry by prioritising consultative customer care rather than relying solely on self-serve options. Our global team is dedicated to providing proactive, friendly support for our cuottomers and combining that with great product design." 

Fathom notes that its inception was at the forefront of the cloud accounting movement in the development of an easy-to-use cloud-native software application to demystify complex financial and accounting information - and with a team of 80 people worldwide, “is highly regarded for its product ingenuity, global expansion, and award-winning customer care with the co-founders recognised by The Australian magazine as one of Australia’s Top 100 innovators.”

“We designed Fathom twelve years ago to help business managers understand, measure, and forecast the numbers that matter to their business. In the current environment, financial management and analysis is even more critical for businesses and advisors. Staying focused on being valuable to our customers is how we continue to grow globally as part of The Access Group.” 

The International Service Excellence Awards have been hosted by the Customer Service Institute of America on behalf of the International Council of Customer Service Organisations since 2008 and recognise global best practice and service delivery. 

The awards recognise organisations that exemplify an “unwavering commitment to service excellence” and.the judging criteria is aligned with the International Customer Service Standard (ICSS) and examines an organisation's culture, processes, procedures, training, hiring practices, and daily actions towards their customers. 

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