Decade-old Brisbane outfit collects US International Service Excellence Award.
Queensland fintech Fathom wins global service gong
Cloud-based financial management and reporting platform Fathom has received global recognition by winning the 2022 International Service Excellence Award (Small Business) from the Customer Service Institute of America.
Recently acquired by the global software company the Access Group, the Brisbane-based software-as-a-service (SaaS) company was founded by David Watson, Daniel Walls, and Geoff Cook.
Mr Watson said the award was a sign their cloud-based business was making a positive difference for its customers.
“Receiving this international award recognises the genuine way our global team helps over 65,000 businesses worldwide to understand their numbers,” he said.
“Across 10 years, our recipe for success has been simple: solve customer problems and provide a rich customer experience and steady, sustainable growth will look after itself.”
“We are taking a unique approach in the SaaS industry by prioritising consultative customer care rather than relying solely on self-serve options. Our global team is dedicated to providing proactive, friendly support for our customers and combining that with great product design.”
Fathom has expanded from its beginnings in Brisbane to a team of 80 people worldwide and its co-founders were previously recognised as among Australia’s top 100 innovators.
“We designed Fathom 12 years ago to help business managers understand, measure, and forecast the numbers that matter to their business,” said Mr Watson.
“In the current environment, financial management and analysis is even more critical for businesses and advisers.”
“Staying focused on being valuable to our customers is how we continue to grow globally as part of The Access Group.”
The International Service Excellence Awards recognise organisations that exemplify a commitment to service excellence, with the judging criteria aligned to the International Customer Service Standard.
The awards also examine an organisation’s culture, processes, procedures, training, hiring practises, and daily actions toward its customers.
Fathom was founded in 2010 and since then has helped accountants and businesses in over 80 countries to manage and track financial performance through its app.
The firm services over 65,000 companies globally using its visual insights and reports to help businesses make informed decisions.
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