SSON Impact Awards - Application Form - Customer Centricity Impact Award

Application Form - Customer Centricity Impact Award

As customer expectations and behaviors have caused seismic shifts across entire industries and business models, companies have enhanced their focus on customer experience through front, middle and back office processes. This category will focus on how business services utilising traditional Customer Experience (CX) tools – e.g. journey mapping, design thinking – to achieve a consistent and seamless experience across all of the touch points with both internal and external customers. This award category is focused on the strategy, methodology, benefits, and hard improvements a shared services organisation has made to improve the focus on the customer.
SSON's Shared Services & Outsourcing Impact Awards is a globally recognised, annual industry awards ceremony, which honors and celebrates SSOs and service delivery teams who have exceeded industry standards in their SS&O initiatives.

2024 SSON IMPACT AWARDS DEADLINES
- Applications Due: 3 May 2024
- Shortlist Announcement: End June 2024
- Winners Announcement: 16 October 2024 @ SSON Impact Awards Asia
How are they judged?
All applications are judged by leading practitioners who have been selected for their experience across multiple industries and are exemplary members of the services delivery community. Winners are selected through unanimous agreement between the judges – and since SSON and its vendor partners have no influence on decisions, winning an award is a genuine honour and nod to the team’s hard work.

Where will the award winners be announced?
Winners are announced at the SSON Impact Awards Asia 2024.

What happens if I win?

Aside from the honour (and bragging rights), all Awards Winners receive:
- Prestigious Crystal Award
- Published coverage on www.ssonetwork.com
- Social media coverage and inclusions through LinkedIn
Terms and Conditions
- In the event your organisation becomes a finalist or a winner of an Award, you consent to your company's name being used in promotion for the awards programme, either by IQPC directly, or by a third-party member of the media covering the awards program and/or awards ceremony.
- Only one entry per company per category will be accepted but you may enter all categories if you wish!
- By submitting your application, you hereby accept that you have reviewed the rules and regulations for entries and agree that all information contained within each entry is 100% accurate.
- You may submit additional documents for reviews in the form of word documents and/or PDF forms only. PowerPoint Presentations and Video Submissions will not be accepted.
- *NEW* Solution providers/technology/software vendors are not eligible to submit in their own capacity, but may do so if they submit alongside 01 customer/client for any category.
- *NEW* Solution providers/technology/software vendors with their own SSC may choose to enter their submission, but they must clearly indicate their SSC entity.
- *NEW* In line with our focus on networking and community building, we require a representative from your organisation to be physically present at the SSON Impact Awards Asia 2024 to be eligible to win and receive any awards. 
- *NEW* You are responsible for ensuring the details/information provided are accurate as the SSON team will use information provided in this application for relevant collaterals, including brochures, websites, social media posts, certificates and trophies (where relevant). SSON will not be responsible for any misinformation otherwise provided by the submitting organisation.
FULL COMPANY NAME (this will be used in all aspects of the awards, including trophy print) *
WHICH OFFICE YOU ARE REPRESENTING?*
SPECIFIC COUNTRY / COUNTRIES
*** Entries will be accepted for any regional award programme on the proviso that either your SSO and/or majority of recipients of your services are based in Asia ***
YOUR CONTACT DETAILS*

First NameLast Name
YOUR JOB TITLE*
YOUR BUSINESS EMAIL*
example@example.com
YOUR OFFICE NUMBER*

Country CodeArea CodePhone Number
YOUR MOBILE NUMBER

Country CodeArea CodePhone Number
*For Singapore phone number, please enter country code as (65) and area code as (00).
Do you grant IQPC the right to publish key metrics and promote Winners of Awards?*

Yes, we grant IQPC the right to publish key metrics if we become finalistsYes, should we win, we grant IQPC the right to promote us as award winnersNo, we do not grant IQPC permission to publish key metrics
Which best describes your organisation’s industry?

AgricultureBanking and Financial ServicesDefense & AerospaceEnergy & UtilitiesInfrastructure & ConstructionInsuranceLife Sciences & HealthcareManufacturingMedia & EntertainmentMetal & MiningRetailTechnology & TelecomsTransport & LogisticsTravel & HospitalityPublic SectorProfessional ServicesReligious, charity and social organisationsOther
Part 1: General Questions
Head of SSO - Name/City/Country*
Date Shared Service Operations Started (MM/DD/YY)*
Awards Previously Received for Shared Services*
What is the total FTE (Full Time Equivalent) headcount in your SSO(s) considering captive and retained team members?*

1 – 100500 – 1,000100 – 500> 1,000
What is the total FTE (Full Time Equivalent) headcount in your SSO(s) considering only outsourced members?*

1 – 100500 – 1,000100 – 500> 1,000NA
Region of your CURRENT Area of Responsibility (select all that apply):*

GlobalMiddle EastNorth AmericaAfricaCaribbean, Central & South AmericaAsiaWestern EuropeAustralasiaEastern Europe
What function(s) is your SSO responsible for:*

ProcurementHRITReal Estate/FacilitiesFinance & Accounting: Please specify your process if applicable (ie P2P, AP, O2C, R2R, etc.)Other
List of Your Technology Vendors: *
List of Your Non-Technology Vendors (i.e. consultants):*
Customer Information – Scope of SSO / BPO

For all the business units served by the SSO applying for this award:
Number of business units served:
Number of Employees:
Number of Countries you are Servicing:
Your Story

Please note: The key "showcase" for the award must be for something you've achieved in the past year.
Provide a brief synopsis of your organisation and SSO: (200 Word Limit)*

0/200
Strategy

Customer Centricity in Shared Services can take many forms: understanding and meeting customers’ expectations, effective management of customer needs, designing the experience, complaints resolutions, developing the metrics that matter and encouraging feedback that drives continuous improvement.
- What were the business objectives of the customer centricity strategy? E.g. increased service levels, buy in for new services, improve efficiency etc.?
- How was this project related to a strategic business priority?
- What customer challenges you were trying to reduce or customer interactions were you trying to improve on?
- Which process or processes were subject to this improvement?
- What value was created as a result of the customer centricity strategy?
Maximum 400 words*

0/400
Tell us about your strategy
- What were the specific steps which led to customer centricity improvement?
- Was there any innovation or tailoring of the customer centricity framework that were employed by the team?
- How long did it take? What was the timeframe and stages?
- Who worked on the improvement? Were consultants or specialists used?
- Technology used – What packages or technology did you purchase or use?
- Did you use an improvement methodology? E.g. Kaizen, Six Sigma, Lean? What part did this play?
- Did you encounter any resistance internally for this change – and how did you overcome it?
Please provide supporting metrics and data. (Maximum 1000 words) *

0/1000
Benefits Achieved/Hard Improvements

Describe the impact of your customer centricity initiative:
- What has been the hard improvement vs. the original objective or aim? Please quantify with clear metrics.
- Has there been any company-level strategic benefit (e.g. competitive advantage) already accruing from this effort?
- What has been the response internally and externally to the improvement? Please detail any changes in customer or employee satisfaction.
- Has the change had unexpected benefits on other areas, employees, processes?
Please provide supporting metrics and data. (Maximum 400 words)*

0/400
Closing
Describe any challenges during the implementation you had to overcome:*
What are three lessons you have learned from this experience / achievement?*
Finally, what is the one key reason you believe differentiates you, your team and the initiative from others in the industry?*
TO SUBMIT YOUR SSON IMPACT AWARDS APPLICATION:

Please submit your application by 3 May 2024. Your application will be reviewed by our 2024 SSON Impact Awards Committee.

NEXT STEPS TO 2024 SSON IMPACT AWARDS:

The shortlist for the 2024 SSON Impact Awards will be notified end June 2024 via email.

Winners will be announced at the SSON Impact Awards Asia 2024. Stay tuned for more details.
Please confirm the e-mail address to receive the results:*
example@example.com
You may submit up to one file for Images and supporting documents (Format: pdf, doc, docx). *NOTE - each file can be no larger than 2MB. The system will reject the entire application if the file is too large.* Please submit file here:

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Please upload your Company logo here (this logo may be used for digital certificates and may be projected during the awards presentation ceremony, in the event your entry was shortlisted or wins an award) *NOTE - Only accept format (jpg, jpeg, png) Max file size: 500 KB.

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