Our Service Delivery and Client Services organization works hand-in-hand with our clients from order entry to service implementation through on-going 24x7x365 client support.
We conduct a Warm Hand Off with each new client that lets us:
- Demonstrate our products and services
- Show we are courteous and respectful
- Ensure issues raised aren't in limbo
- Demonstrate that we provided what we promised
- Ensure there is a smooth transition between all departments during the move-in process
- Alleviate customer confusion
- Make sure the move-in process is as smooth as possible
We conduct a survey after each customer move in to:
- Follow up – and create a forum for clients to report back on how things are going
- Confirm client satisfaction with our process
- Show we care and value them as clients
- Implement changes based on client feedback
We compile and report based on Key Performance Indicators (KPIs) that we use to:
- Measure our service level – incident Time To Resolution (TTR)
- Focus on our service levels
- Develop continual service improvements
- Define what we can and should measure
- Gather, process, analyze and report the data
- Implement corrective action
- Quantify our processes and analyze our service levels