HDI awards season is officially here! We're accepting entries for the HDI Global Service and Support Awards until November 1.
In the spirit of the season, we sat down with Gina Montague from Infinite Campus, who won the coveted Best Service & Support Culture award in 2024. Learn about their strategies for building a high-performance team and delivering exceptional customer service.
Spoiler alert: their team has achieved an impressive 98% customer satisfaction rate. Keep reading to learn their secrets to success.
Meet the Award-Winning Infinite Campus Team: A Q&A with Gina Montague
Winning the Best Service & Support Culture award is a big achievement! What does this recognition mean to your team, and how has it impacted morale?
Gina: Winning the Best Service & Support Culture award serves as a validation of the hard work, dedication and collaborative efforts we've put into creating an exceptional service culture. For the team, it's more than just an award; it's a reflection of our commitment to doing the right thing for our customers and continuously improving our support processes.
The recognition has had a positive impact on morale. It has fostered a sense of pride and reaffirmed the value of the work we do every day. It’s also strengthened team cohesion, as everyone contributed to this success. Moving forward, this achievement has inspired us to aim even higher and continue delivering outstanding service.
Infinite Campus has built an impressive support structure. What role does your team’s culture play in delivering such high levels of service, and how do you maintain that culture as you continue to grow?
Gina: Our team’s culture plays a pivotal role in delivering the high levels of service that Infinite Company is known for. At the core of our culture is a shared commitment to empathy, collaboration, continuous improvement and doing the right thing. We believe that when team members feel supported, valued and empowered, they can, in turn, provide exceptional support to our customers and each other.
To maintain this culture as we grow, we prioritize open communication, regular training and team-building activities that strengthen relationships and reinforce our values. We also ensure that new hires align with our culture by looking for individuals who not only have the skills but also embody the mindset of service and teamwork. As we scale, we remain focused on keeping our culture alive by celebrating wins, learning from challenges and staying connected to our mission of doing the right thing.
You’ve managed to keep a 98% customer satisfaction rate and low employee turnover. Can you share some strategies you use to keep both your customers and team members happy?
Gina: For our customers, we focus on effective communication, fast response times, and personalized support. We make sure that every interaction is centered on solving the customer’s needs efficiently and with empathy. Regularly gathering and acting on customer feedback also helps us continuously improve our service.
On the team side, creating a supportive and empowering work environment is essential. We prioritize professional growth by offering ongoing learning, mentorship and opportunities for autonomy. Recognizing and rewarding team members for their contributions plays a big role in keeping morale high. We also encourage open communication.
By investing equally in our customers and our people, we’re able to maintain a high standard of service and a positive work culture.
Your organization emphasizes learning and leadership in its core values. How do you encourage team members to embrace those values in their day-to-day work?
Gina: We emphasize learning and leadership as core values because we believe they are key to personal and organizational growth. To encourage team members to embrace these values, we focus on creating a culture of continuous development and empowerment.
For learning, we offer a variety of opportunities and access to resources that allow team members to expand their skills. We encourage a growth mindset, where mistakes are seen as opportunities to learn, and we provide time for self-directed learning and encourage knowledge sharing.
On the leadership front, we promote ownership and accountability at every level. Team members are given autonomy to make decisions in their roles and are encouraged to take initiative, whether leading a project or mentoring a colleague. We also celebrate leadership in all forms, recognizing not just formal leaders but anyone who steps up to solve problems or support others.
By fostering an environment where learning is ongoing and leadership is not a title, we help our team live out these values in their day-to-day work.
For those looking to apply for the HDI awards next year, what advice would you give them?
Gina: I highly recommend nominating your team – it’s a great way to show your team how awesome you think they are! When you nominate your team, my advice is to focus on authenticity and alignment with your core values. It’s important to showcase not just your results, but how your team’s culture and processes contribute to those outcomes. Ultimately, be genuine and specific in sharing your journey. Every team has unique strengths, and it’s about showing how those strengths contribute to a truly outstanding service and support culture.
Is it Your Team’s Time to Shine?
Inspired by Gina's insights? We encourage you to nominate your team for an award. Remember, it's not just about the recognition; it's about celebrating the hard work, dedication, and innovation of your team members.
This year, we've made it easier than ever to submit your nomination with shorter word counts. Best of all, it's completely free to enter!
So, what are you waiting for? Submit your nomination today and let the world know about your incredible team!