We’re thrilled that Accela has been honored with the Silver Award at the 2025 Globee® Awards for Excellence! This prestigious recognition, which falls under the category of Best Use of Technology for Customer Experience Enhancement, celebrates our team’s collaborative efforts with SearchUnify to revolutionize the customer support experience.
A Journey of Transformation
As a leader in cloud-based solutions for government, empowering over 600 jurisdictions worldwide, we’ve always placed customer experience at the heart of our mission. That’s why we partnered with SearchUnify to implement a robust, AI-powered support ecosystem. Together, we integrated Cognitive Search, the SearchUnify Virtual Assistant (SUVA), and Agent Helper to unify our knowledge landscape and enhance every step of the customer journey.
The Results Speak Volumes
The impact of this transformation has been notable:
- Generative response is under 4 seconds
- First time prompt return accuracy over 70%
- An impressive 89% user satisfaction rate with AI generative responses
These numbers tell a powerful story of how strategic investments in AI and customer-centric innovation can fundamentally transform the support experience.
A Team Effort
This award belongs to our entire Accela team, but we want to spotlight our Support Team, whose dedication is unmatched! Their commitment to excellence and willingness to embrace new technologies have been instrumental in making this achievement possible.
As our Director of Global Technical Education and Community, Garrick Greenhalgh, put it:”At Accela, customer experience has always been a strategic priority—not just a support function. As we looked to raise the bar, partnering with SearchUnify allowed us to accelerate our vision with cutting-edge AI and intelligent automation. This recognition from the Globee Awards reinforces our belief in the power of purposeful collaboration, and it energizes us to keep pushing boundaries in the pursuit of smarter, more seamless experiences for our customers.”
Looking Ahead
Accela provides a unified suite of cloud solutions trusted by governments across the globe to accelerate their digital transformation, deliver vital services, and build stronger communities. More than 275 million citizens worldwide benefit from our government software solutions.
This award is a reminder of why we do what we do. Every day, we’re working to build safer, smarter communities through technology that makes a real difference.
As we continue our journey of innovation, we remain committed to pushing the boundaries of what’s possible in customer experience. The recognition from the Globee Awards energizes us to keep raising the bar and finding new ways to deliver exceptional value to our customers.
Thank you to everyone who has been part of this journey, and here’s to many more milestones ahead!
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