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Building Relationships through Customer Service

Date:

July 20, 2022

Author:

Debbie Herbers, President/COO, Projetech

Customer experience has overtaken price and product as the key brand differentiator. More than ever, customers value personalization, prompt service, and quick issue resolution when they do business with companies.

According to Zendesk, 64% of business leaders say that customer service positively impacts their company’s growth. According to Qualtrics XM Institute, 94% of customers who give a company a “very good” customer experience rating are likely to recommend the company.

What matters most 

At Projetech, we believe that our support team should prioritize customer satisfaction over other typical call center KPIs. We don't track metrics like average call time because we think these will lead to a focus on numbers rather than the needs of our customers. Instead, we assess and monitor customer satisfaction ratings to ensure that our solutions provide the best customer experience possible. This also leads to lower repeat calls, and lower cost-to-serve.

Building relationships with our clients

When using new services, the most common issue that users experience is that they are hesitant to make inquiries. They don't want to ask the wrong questions or appear unfamiliar with the services.

At Projetech, we have personal connections with many of our customers. We know their hobbies and whether they have children and/or pets. Rather than the typical help desk-end user interaction, we view our relationships with customers as partnerships.

When possible, we organize in-person meetings with customers to make both parties feel more at ease. Each meeting is a positive experience that helps put names to faces and build lasting relationships with our clients. Overall, it enables us to engage with our customers more intimately than is possible over the phone or through email. Our customers know they can call us anytime to discuss an idea or receive advice on things such as new features. They view us as dependable and understand that they do not have to wait until something fails before contacting us for assistance and advice.

Our One Team Approach 

IBM Maximo is intelligent asset management, monitoring, predictive maintenance and reliability in a single platform.  It contains a wide variety of subsystems – each of which requires specialized knowledge. For this reason, Projetech has specialists in all areas, such as inventory and purchasing, license compliance, and more. The key advantage of having a team of specialists on board is that everyone knows who to reach out to when they need help. It's a more comprehensive, efficient, and streamlined way of helping customers.

By assigning each ticket to the appropriate individual, our clients will receive the assistance they require more quickly, as they are able to speak directly with an expert. It also helps in avoiding frustration. According to HubSpot Research, 33% of customers are most frustrated by having to wait on hold, and 33% are frustrated by having to repeat themselves to multiple support reps. Our One Team Approach enables us to direct tickets to the expert who understands the issues and can provide valuable assistance quickly and easily. Additionally, our customer support team holds meetings multiple times each week to review recent tickets & learn from each other. 

Because improving customer satisfaction is one of our quality objectives, we dedicate time and resources to ensure it is excellent, and it is monitored through annual ISO audits. Along with our investment in cutting-edge support technologies and analyst training, these measures enable us to back our customer promise with the service to match. On a technical level, our support team spends significant time collaborating with IBM's development team to address current problems and plan for future releases. The importance of this cannot be underestimated. It prevents rework and helps our customers leverage the most recent Maximo enhancements.

We know that there are many options when looking for a service provider, and customer service should be at the top of the list when comparing them.  It certainly is for us, thanks to our amazing support team.  

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