Vertex Earns HDI Certification for Six Years Running, Leading in Tax Technology Customer Support

Rhea-AI Summary

Vertex Inc. (NASDAQ:VERX), a global tax technology solutions provider, has achieved HDI Support Center Certification for the sixth consecutive year. This certification, awarded by HDI, the premier global provider of support center certification and consulting services, underscores Vertex's commitment to excellence in customer support. Vertex is the only tax technology provider to receive this distinction.

The company scored high marks across core areas of the HDI Support Center Certification program, including customer satisfaction, leadership, strategy, and performance. Notably, Vertex received high scores for people satisfaction, management, and leadership, demonstrating success in supporting both customers and employees.

With over 4,000 customers globally, including more than half of Fortune 500 companies, Vertex remains dedicated to providing exceptional customer experiences and proactively addressing client needs.

Positive

• Achieved HDI Support Center Certification for six consecutive years
• Only tax technology provider to receive this distinction
• High scores in customer satisfaction, leadership, strategy, and performance
• Strong performance in supporting both customers and employees
• Over 4,000 customers globally, including more than half of Fortune 500 companies

Negative

• None.

Insights

Customer Support Analyst

Vertex's six-year streak of HDI Support Center Certification underscores their commitment to customer service excellence in the tax technology sector. This achievement is particularly noteworthy as Vertex is the only tax technology provider to earn this distinction. The certification process evaluates important areas like customer satisfaction, leadership, strategy and performance, with Vertex scoring exceptionally well in employee satisfaction and management.

High-quality customer support is increasingly critical in today's market, with 71% of customers expecting personalized interactions. Vertex's success in this area likely contributes to their impressive client base, which includes over 4,000 global customers and more than half of Fortune 500 companies. This level of support can be a significant differentiator in the competitive tax technology market, potentially leading to increased customer retention and word-of-mouth referrals.

While this certification doesn't directly impact financial performance, it could indirectly contribute to long-term growth by enhancing customer loyalty and attracting new clients. Investors should view this as a positive indicator of Vertex's operational quality and customer-centric approach.

Market Research Analyst

Vertex's consistent HDI Support Center Certification over six years demonstrates a sustained commitment to customer service excellence, which can be a key differentiator in the B2B software market. This certification, coupled with Vertex's significant market presence serving over half of Fortune 500 companies, suggests a strong competitive position in the tax technology sector.

The emphasis on both customer and employee satisfaction indicates a well-rounded approach to service delivery. High employee satisfaction often correlates with lower turnover rates and better service quality, which can lead to improved customer retention and potentially lower operational costs in the long run.

While the direct financial impact of this certification is not quantifiable, it likely contributes to Vertex's ability to maintain and potentially expand its market share. For investors, this consistent performance in customer support could be seen as a positive indicator of the company's operational stability and potential for sustainable growth in a specialized software niche.

HDI Support Center Certification is the only open industry standards program for the certification of support center quality

KING OF PRUSSIA, Pa., Oct. 01, 2024 (GLOBE NEWSWIRE) -- Vertex Inc. (NASDAQ:VERX) (“Vertex” or the “Company”), a global provider of tax technology solutions, has earned HDI Support Center Certification for six years running. This prestigious recognition, awarded by the HDI, the premier global provider of support center certification and consulting services, highlights Vertex’s continued ability to consistently provide excellence in customer support. As the only tax technology provider to achieve this distinction, Vertex reaffirms its ongoing commitment to maintaining a customer-focused approach as the pillar of its business success.

“I congratulate the entire Vertex team on achieving HDI Support Center Certification,” said Tara Gibb, Senior Director, HDI. “As an HDI-Certified Support Center, Vertex is part of an elite circle of organizations who are dedicated to innovation, quality operations, continuous improvement, strategic vision, a positive work environment and high levels of customer service.”

Today’s customers have high expectations for support. According to McKinsey, 71% of customers expect personalized interactions, and 76% of those customers express frustration when they don’t receive them. Vertex scored high marks across the core areas of the HDI Support Center Certification program – including customer satisfaction, leadership, strategy and performance – with notably high scores for people satisfaction, management and leadership, revealing success in supporting both the customer and employee side of the organization. “We firmly believe that fostering collaboration and innovation within the organization empowers Vertex to pass that benefit to our customer base. We see HDI’s certification as direct proof of that effort – one we strive to maintain and evolve,” said Tanya Craig, VP, Global Support, Vertex.

“At Vertex, we take pride in providing an exceptional customer experience by meeting clients where they are in their journey and proactively anticipating and addressing their needs,” said Craig. “With over 4,000 customers globally and a longstanding trust from more than half of Fortune 500 companies, we are proud to hold this HDI certification and remain committed to the user experience as part of our value system. We know this starts with unmatched customer support and acting as an extension of the customer’s own team.”

Introduced in 2000, the HDI Support Center Certification program is the only open industry standards program for the certification of support center quality. HDI Support Center Certification is designed to improve the effectiveness of the support services industry and support organizations by providing an industry standard that is recognized worldwide, and an accompanying certification program. Evaluation is based on a set of activities, each with four levels of maturity used to evaluate the support center, which Vertex successfully achieved to secure its certification.

To learn more about Vertex, and its indirect tax and compliance solutions, visit www.vertexinc.com.

About Vertex
Vertex, Inc. is a leading global provider of indirect tax solutions. The Company’s mission is to deliver the most trusted tax technology enabling global businesses to transact, comply and grow with confidence. Vertex provides solutions that can be tailored to specific industries for major lines of indirect tax, including sales and consumer use, value added and payroll. Headquartered in North America, and with offices in South America and Europe, Vertex employs over 1,500 professionals and serves companies across the globe. 

For more information, visit www.vertexinc.com or follow us on Twitter and LinkedIn.  

Copyright © 2024 Vertex, Inc. All rights reserved. The information contained herein is intended for information purposes only, may change at any time in the future, and is not legal or tax advice. The product direction and potential roadmap information is not a guarantee, may not be incorporated into any contract, and is not a commitment to deliver any material, code, or functionality. This information should not be relied upon in making purchasing, legal, or tax decisions. The development, release, and timing of any features or functionality described for Vertex's products remains at the sole discretion of Vertex, Inc. Any statements in this release that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. All forward-looking statements are subject to various risks and uncertainties described in Vertex's filings with the U.S. Securities and Exchange Commission (“SEC”) that could cause actual results to differ materially from expectations. Vertex cautions readers not to place undue reliance on these forward-looking statements which Vertex has no obligation to update.  

ABOUT HDI

For more than 35 years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting and site certification services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com. HDI is brought to you by Informa Tech. 

Vertex Company Contact:
Rachel Litcofsky 
Manager, Public Relations 
mediainquiries@vertexinc.com  

Investor Relations Contact:
Joe Crivelli
Vertex, Inc.
ir@vertexinc.com

FAQ

What certification has Vertex Inc. (VERX) received for the sixth consecutive year?

Vertex Inc. (VERX) has received the HDI Support Center Certification for the sixth consecutive year, demonstrating excellence in customer support.

How many customers does Vertex Inc. (VERX) have globally?

Vertex Inc. (VERX) has over 4,000 customers globally, including more than half of Fortune 500 companies.

What areas did Vertex Inc. (VERX) score highly in for the HDI Support Center Certification?

Vertex Inc. (VERX) scored highly in customer satisfaction, leadership, strategy, performance, people satisfaction, management, and leadership for the HDI Support Center Certification.

Is Vertex Inc. (VERX) the only tax technology provider to receive the HDI Support Center Certification?

Yes, Vertex Inc. (VERX) is the only tax technology provider to receive the HDI Support Center Certification.