We’re thrilled to announce that Conga’s Technical Support team has been recognized with not one, but two major industry awards for their outstanding service and innovation in 2025!
Gold Globee award for team continuous improvement and best practices
We’re celebrating the team’s achievement with the prestigious Gold Globee Award, recognizing their unwavering commitment to innovation and improvement. This honor highlights their ability to deliver world-class technical support while keeping customers at the forefront.
Bronze Stevie award for customer service department of the year
Our fantastic team also took home the Bronze Stevie Award for Customer Service Department of the Year (Computer Software – 100 or More Employees). This recognition reflects their dedication to supporting customers with speed, empathy, and excellence.
Paola DiPalma, VP, Technical Support, thanked Conga and her team, saying, “I want to thank my team for their grit, focus, and excellence.”
Our customers echo this sentiment, with many sharing their positive experiences:
- “I came to them with a complicated issue, expecting to be turned away. However, not only was I wrong, but my techs went above and beyond to make sure that I received the solution I needed. Truly exceptional!”
- “[They have] been exceptional throughout the entire process. [They] clearly explained each step, provided valuable advice, and went above and beyond by following up to ensure I had everything I needed.”
Over the past years, the Technical Support team has implemented several key initiatives, including:
- Rapid Response Team to handle premier customers’ critical cases 24/7, improving TTR of Severity 1 cases by 88%
- Lean process to remove case lifecycle waste, improving overall TTR by 40%
- Knowledge Centered Service Program to create a robust knowledge base, helping customers be more self-sufficient and leading to an increase in the case deflection rate from 2.8% to over 20% and counting
- Spearheaded AI initiatives at Conga to gain efficiencies
- Defined robust onboarding and ongoing enablement programs to help our engineers become experts in our products quickly
Please join us in congratulating Conga Technical Support on this well-earned recognition. These awards reflect Conga’s ongoing commitment to empowering our customers with outstanding service and continuous improvement.
