It goes beyond just a gift card. People feel seen, they feel appreciated, and that has a massive impact, especially when it comes from every level of leadership.
Recognition that reaches every corner of the organization
CoServ is an Electric Cooperative and Gas Distribution company serving eight counties in North Texas with over 500,000 combined electric and gas meters. They have a diverse workforce spanning call center agents, linemen, gas techs, and corporate staff. Before Guusto, their recognition efforts were heartfelt but manual—limited to physical cards and PTO hours via a program called “CoServ to the Core.”
But as the workplace evolved CoServ needed something more adaptable. Culture Specialist Shanna McClung explained:
We were looking for something more personal, more digital, and with more variety. PTO is great, but we wanted something that really reflected the individual.
They needed a platform that could engage every employee, no matter where or how they worked.
.svg)
A flexible platform that meets every employee where they are
With Guusto, CoServ rolled out a recognition program that met their people where they were: on the phones, out in the field, or behind a desk.
Here’s how CoServ uses Guusto across departments:
After adopting Guusto, Shanna and her team were able to bring these ACE principles to life in ways that resonated across every corner of the company, from gas techs and linemen to call center agents and corporate teams.
It’s easy, it’s personal, and people really feel seen. When someone takes the time to recognize you, and you get to pick something that fits you, it sticks.
The variety of rewards, combined with the platform’s simplicity, has made the experience seamless and enjoyable for both employees and admins. Stephen Meers, Director of Customer Care, manages the STARS program and sees that enthusiasm firsthand in the contact center.
If I’m even a little late sending rewards, my team’s already asking about it. They’re excited. They know what they’ve earned and can’t wait to choose something for themselves.
Guusto has become a key tool for fostering engagement, boosting morale, and making recognition a shared part of CoServ’s culture.
Stronger performance, more excitement, and easier administration
CoServ’s Customer Care team saw a 10% increase in quality assurance scores, rising from 85% to 95% after incorporating Guusto into their STARS rewards program.
That’s a 10% improvement in how our team interacts with customers. We’ve also seen big improvements in attendance and schedule adherence.
But the impact wasn’t just operational. On a human level, Guusto helped CoServ foster more appreciation and connection. From an admin perspective, Shanna McClung gets a real-time pulse on employee excitement across every CoServ team.
When someone takes the time to recognize you in the moment, and then you get to go pick something that’s just for you, it really hits home. It goes beyond the gift card. People feel seen, and they feel valued.
The simplicity of the platform played a big part in its success.
It’s just easy. And that matters when you’ve got folks out in trucks, in the field, on the phones. You want a platform that doesn’t get in the way, it just works.
%25201.png)
Recognition that sticks because it’s supported
CoServ credits the success of their program to leadership buy-in and ongoing communication.
Our leaders embraced it. That made the difference. When leaders use it, others follow.
Shanna also emphasized how instrumental Guusto’s team has been behind the scenes—from implementation to day-to-day support.
Support and service has been excellent. I could reach out to them anytime. They’re responsive, they’re clear, and they jump in to help however they can. Every problem I’ve brought to them, they’ve come back with a resolution and they’re fun to work with too.
From product improvements to customer support, she’s felt the commitment on every level.
From your IT team to your development team, I’ve brought up questions or ideas and they’re always listening. Everyone I’ve worked with is positive, helpful, and seems to really enjoy what they do. From a program admin perspective, I can’t say enough about how easy they’ve made this.
Recognition at CoServ is no longer a one-size-fits-all card or a one-time PTO award. It’s become a living part of company culture, something employees see, feel, and appreciate across every department.
It’s just a great way to boost engagement. People are getting recognized, having fun, and choosing rewards that matter to them. I’d absolutely recommend it.
Interviewed by Joe Facciolo, Co-Founder of Guusto
.png){kind=spacer}
.png)
.jpg)
