WebFilings Customers Show Their Appreciation During Filing Season

October 24, 2011

At WebFilings, we measure our success a number of ways. But one of the most telling signs we're on the right path is when our customers tell us...directly.

It's no secret that WebFilings is a customer-centric organization where our customers and their needs come first. Our success depends on our customers success so we're always striving to provide the best business reporting solutions and customer service in the market. Whether it's addressing our customers' product enhancement requests for our innovative SEC Reporting Solution or ensuring our customers file accurately and on time, those goals are always at the forefront of our minds.

At WebFilings, our customers have a dedicated Customer Success team who ensure they have a successful filing experience. Dedicated Customer Success Managers work directly with our customers preparing and reviewing financial documents and assisting with any questions that may arise during the process. Our Customer Success team simply walks with our customers through their financial reporting process every step of the way.

After wrapping up a successful filing season in which hundreds of Wdesk users filed their XBRL, we received a lot of great feedback from our customers. Then the cards and gifts started pouring in.

Who sends cards and gifts to a software provider? Our customers do. Here's why:

"The Wdesk platform is great, but the customer service has been outstanding as well," said Jeff Symes, VP and Controller at Felcor Lodging Trust Inc. "WebFilings has been there for us every step of the way. The availability and responsiveness of Customer Success have been among the best I have ever experienced. WebFilings has worked to make the whole process as seamless as possible."

"I think at the heart of it, our customers are blown away by all of the benefits our (business reporting) solution offers," explained Winston Chappell, Senior Customer Success Manager, "especially when they look back from where they came from. Combine that with our customers-come-first approach, and you have a winning combination."

When asked about his relationship with his customers, Chappell commented, "What's great about WebFilings is that we look at our customers as more than accounts. I often connect with a few of my customers outside of work, keeping up with each other's lives." So when Chappell and his wife welcomed their third child into the world during filing season, they were incredibly humbled by the flowers, balloons, and stuffed teddy bear one of his customers sent to the hospital.

"Last week, one of my real estate customers sent a gigantic box of Godiva chocolates with a note that said, 'Thanks so much for ensuring our success and everything you do!' But they aren't just a customer to me; we have a great relationship. You might even say friendship," said Broc Bebout, Senior Customer Success Manager. "I know what is going on with their lives outside of work and where they're going on vacation when they finally get a break after a filing."

"A retail customer of mine sends their friends and family discount cards regularly and has invited me out to their location to attend a college football game in their company suite with them," continued Bebout. "It's not uncommon to talk about how last weekend's hunting trip went—even though I don't get to hear from them as much anymore—because they have become very self-sufficient in the application. But I guess that's the whole goal when you implement a new solution."

So if you're looking to make the change to Wdesk, you can expect excellent customer service. As far as sending cards and gifts, that's completely up to you.

Want to hear more? Check out our customers page to watch testimonial videos, download customer case studies, and read customer quotes.

Mike Sellberg

About the author

Mike Sellberg is Executive Vice President and Chief Product Officer at Workiva. He is the former EVP and CTO at iMed Studios and the former Divisional General Manager at Engineering Animation, Inc.