Bottomline Receives Prestigious Customer Service Accreditation

Bottomline Receives Prestigious Customer Service Accreditation

Independent Assessment Rates Bottomline's Customer Care as 'World-Class'

PORTSMOUTH, N.H.--(BUSINESS WIRE)-- Bottomline Technologies (NAS: EPAY) , a leading provider of cloud-based payment, invoice and banking solutions, has been awarded the prestigious ServiceMark Accreditation from the Institute of Customer Service (ICS), the UK's leading independent, professional membership body for customer service. ServiceMark is a well-recognized organizational standard which commends excellence in customer service. The ServiceMark Accreditation is based upon the results of an independent survey of Bottomline's customers and an on-site assessment of the business' customer experience.

Achieving ServiceMark Accreditation, in addition to the Customer Excellence Standard, which Bottomline achieved in December 2012, makes Bottomline the only software provider to hold both awards concurrently. The combination of independently achieving these two highly regarded standards confirms Bottomline's position as a technology market leader in customer service and emphasizes its on-going commitment to outstanding customer care.

"Bottomline Technologies has experienced incredible success by providing our customers with the best experience possible. Customer delight is a fundamental part of our company culture," said Rob Eberle, President and Chief Executive of Bottomline Technologies. "Our C1 Customer Care program is a key part of our operations and pivotal to us achieving the ServiceMark Accreditation. The award is a fantastic testament to the commitment and dedication of all the Bottomline staff who strive to deliver outstanding customer service on a daily basis."

Over 100 of Bottomline's largest customers participated in the customer feedback survey. The survey was measured against nationally recognized benchmarks, including the UK Customer Satisfaction Index which rated Bottomline as 'World-Class' for its high quality of customer care.

"ServiceMark is increasingly recognized as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organizations to benchmark themselves against best practice, gain a better insight into their customers' needs and develop strategies to meet them," says, Jo Causon, Chief Executive, Institute of Customer Service.

About Bottomline Technologies

Bottomline Technologies (NAS: EPAY) provides cloud-based payment, invoice and banking solutions to corporations, financial institutions and banks around the world. The company's solutions are used to streamline, automate and manage processes involving payments, invoicing, global cash management, supply chain finance and transactional documents. Organizations trust Bottomline to meet their needs for cost reduction, competitive differentiation and optimization of working capital. Headquartered in the United States, Bottomline also maintains offices in Europe and Asia-Pacific. For more information, visit

About the Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers' experience and their own business performance.

The Institute is a membership body with a community of over 400 organisational members - from the private, public and third sectors - and over 3,000 individual memberships.

For more information about the Institute of Customer Service go

About ServiceMark

ServiceMark is the National Customer Standard from the Institute of Customer Service. It is an organisational accreditation achieved by reaching recognised standards of performance based on customer feedback, and an assessment of employee engagement with the organisation's customer service strategy. It helps organisations understand how effective their customer service strategy is, and identify areas for development.

There are 3 stages to ServiceMark:

  1. An assessment of customer service is made through the a customer satisfaction survey such as the Institute's UKCSI business benchmarking tool

  2. Internal assessment is carried out through ServCheck, an online tool developed by the Institute which asks employees to rate their company and how it delivers against the capabilities in the Institute's model of world class customer service.

  3. Independent evaluation by an Institute-approved assessor.

Over 100 companies have either completed or are undergoing ServiceMark.

Bottomline Technologies and the Bottomline Technologies logo are trademarks of Bottomline Technologies (de), Inc. which may be registered in certain jurisdictions. All other brand/product names may be trademarks of their respective owners.

Cautionary Language
This press release may contain "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995. Actual results may differ materially from our expectations as a result of various important factors, including but not limited to competition, market demand, technological change, strategic relationships, recent acquisitions, international operations and general economic conditions. For additional discussion of these and other factors that could impact our operational and financial results, refer to our filings with the Securities and Exchange Commission, including our Form 10-K for the fiscal year ended June 30, 2012 and subsequent filings. Any forward-looking statements represent our views only as of today and we do not assume any obligation to update such statements.

Bottomline Technologies
Heather Bridges, +1 603-501-5267

KEYWORDS: United Kingdom United States Europe North America New Hampshire


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