The Scorebuddy story
Close to 5 years ago, Derek Corcoran was busy running a SaaS (Software as a Service) company, Sentient Solutions, when one of their call center clients came to them with a challenge:
The challenge was quality assessment. The client wanted to be able to:
Working closely with the client Derek and the development team set out to create a
user-friendly, cloud-based quality assessment solution specifically for contact centers.
The client loved it. Scorebuddy was born.
Scorebuddy is still a youngster yet we have customers all over the world in an array of industries including outsourcing, healthcare, insurance, finance, security, technology, housing, cosmetics, gaming, retail and energy. Our clients range in size from global corporations like AirBnB, DHL and Allianz to growing brands such as Nature Box. You could say Scorebuddy is a child prodigy, but a very cute one that everybody loves.
The Scorebuddy Team
Having worked with US multinationals AT&T, Lucent Technologies and former Irish state telco Eircom at Director level, Derek has built his career on bringing innovative services to enterprises. As CEO and Founder at Scorebuddy, he drives the broader business strategy and is the main product architect. He is also an unofficial organiser for the sports and social club.
Dick has worked at senior level with Lake Communications, International Aeradio, Nortel Networks and Clarify in business and market development. In his role as Business Development Director Dick focuses on netting great customers across the globe for Scorebuddy and leading the sales team. He can be found working the room at a networking event near you! Dick is big into civil rights and social action. He also keeps bees.
Brendan provides financial stewardship on a day-to day-basis as well as at board level. Despite being the Scorebuddy bean-counter, he assures us that he is not a party pooper, and is happy to let us try new things as long as there is a good return on investment.
Mark is Technical Lead for Scorebuddy. He keeps abreast of current best practices and is always willing to try a new or innovative approach. He wouldn’t tell us what his hobbies are, so we have put football down as his main interest.
Working with us for over 3 years, Paddy is one of the veterans of the account management team. He is known for his ability to make people feel at ease during tours/sales calls. Paddy has worked with all of the various iterations of Scorebuddy, and so he has a deep knowledge of the product. He likes to learn about your business so that he can recommend certain features/reports that will work best for you.
With years of direct customer service experience, you’ll be in good hands with Aaron as your Account Manager. With an attention to detail and a tailored approach to demonstrations, he’ll have you up to speed and set up in no time. A craft beer snob and fast-food enthusiast, Aaron is also the Founder and Chairman of Scorebuddy’s Fantasy Football League.
Being the latest and greatest addition to the Scorebuddy team.Rebecca joined us recently from Oracle, and so she has lots of experience working with enterprise software. She is sharing that knowledge with the Scorebuddy team and in turn she is getting to work with a more specialized product. Rebecca is known for her personal touch and ability to build strong, long lasting relationships with her clients.
Lore is part of our Customer Success team. She likes travelling and helping our scorebuddies achieve their desired outcomes and experience real business value. She’ll be your trusted advisor during your Scorebuddy journey.
A great scorecard is absolutely key to quality monitoring; she has many years of experience building scorecards for different companies and so she should be considered an expert at this. If you are lucky enough to have her as your customer success executive, she will make herself your first point of contact.
Dave likes making things. How it works and how it looks are of equal importance to him, which is a good thing because he is Lead Developer for Scorebuddy. He comes up with some of his best ideas when out cycling (he’s pretty slow, so he has lots of time).
Ferdia = Developer. Ferdia is responsible for application development for Scorebuddy as well as infrastructure maintenance. He is particularly talented at explaining technical issues to non-technical people. Ferdia has an impressive T-shirt collection.
Richie is our Lead PHP Developer. He developed the Analytics module for Scorebuddy and has made our presence on the Salesforce App Exchange possible. He was the first person in the office to get those virtual reality glasses. We make faces at him when he’s wearing them.
A bit about us...
We’re Customer Focused
and we‘re a bit of fun
We’re Customer Focused
We pride ourselves on our customer support and responsiveness and this is reflected in the NPS score and reviews we receive. We pay close attention to how Scorebuddy evolves and changes to meet the changing needs of our clients by incorporating customer requests in our development road map.
Our close knit team combine design flare and technical skills to constantly review, improve and evolve Scorebuddy, taking innovative concepts and joining them with client inspired feature requests to deliver enhanced functionality and value to all our clients.
and we‘re a bit of fun
We have a colourful cast of characters working together to deliver a product that we hope enhances the work lives of Scorebuddy users. We hope that ‘Bon Vivant’ is reflected in some small way in the user experience and interactions with our clients.
What Scorebuddy Customers are saying
Ryanair initially used Scorebuddy to measure 600 staff and 3 outsource partners throughout Europe. The value was seen immediately as our quality team saved hours every week by not having to struggle with the process via spreadsheets, and the team has found it easy to use. Now at Ryanair we’re hosting over 800 agents with 60+ supervisors across 8 separate locations and nationalities. This requires a lot of emphasis on creating unique scorecards to cater to those different cultures and languages. Furthermore, we are currently getting ready to go live with our Zendesk integration.
Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations. Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff. This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.
By using Agent Dashboards agents feel more involved and the team is more aligned on what quality level is expected, especially the self-scoring and the option to request a 1:1 are really paying off. Using the Analytics reports provide us with information where to focus on, the loop with training and coaching is easily made and we can improve our tools to support our agents in a better way. The Scorebuddy-Zendesk Integration saves us a lot of manual work and that definitely is a plus, which in turn makes the overall QA process more efficient.
Over 40 managers in Allianz use Scorebuddy for quality monitoring their teams, which consist of 300+ agents. Staff lists are up to date, unlike their previous system which was only updated annually. The managers have increased autonomy and ownership over their quality forms as they can instantly change their scorecards to what suits their needs. Some of our favourite features of the Scorebuddy enterprise package are Agent Insights and Analytics, which allow us to gain foresight into trends that impact our day to day business.