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We’re changing the game: Fathom’s customer focus earns global recognition with international award

January 24, 2023

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Fathom has been honoured today with a 2022 International Service Excellence Award by the Customer Service Institute of America (CSIA).

The award — which includes a rigorous judging process reviewing organisational culture, processes, people, strategy, and innovation — recognises global leaders in service excellence and celebrates Fathom's distinctive company-wide approach to building genuine connections with customers at every level of the company.  

It is a prestigious accolade for the former bootstrapped Australian SaaS company started by Brisbane founders, David Watson, Daniel Walls, and Geoff Cook, and recently acquired by global software company, The Access Group.

“Receiving this international award recognises the genuine way our global team helps over 65,000 businesses worldwide to understand their numbers. Across ten years, our recipe for success has been simple: solve customer problems and provide a rich customer experience,” said Fathom Co-Founder, David Watson.  
“We are taking a unique approach in the SaaS industry by prioritising consultative customer care rather than relying solely on self-serve options. The commitment we make to our customers is that our incredible global team is dedicated to providing proactive, friendly support combined with great product design."
Fathom’s Global Head of Customer, Geoff Baker, said: “Team Fathom is a passionate group of eighty-plus people worldwide whose goal is to provide clarity and confidence to the courageous people behind every business. We’re proud to support the mission-critical advisors, business managers, and accountants helping businesses across the globe.”
David Watson said: “We designed Fathom twelve years ago to help businesses and their advisors understand and communicate the numbers. In the current environment, financial management and analysis is even more critical for businesses and advisors. Staying focused on being valuable to our customers is how we continue to keep growing as part of The Access Group.”

Fathom is highly regarded for its product ingenuity, global expansion, and award-winning customer care, with the co-founders recognised by The Australian magazine as one of Australia’s Top 100 innovators. Developed at the forefront of the cloud accounting movement, Fathom is an easy-to-use cloud-native software application to demystify complex financial and accounting concepts and information.  

Full list of 2022 winners here

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