Mark Sachse | Operations Manager at claireLOGIC
Last month claireLOGIC received a perfect feedback score – yes, 100%. We are elated to have reached – and to share – this incredible milestone.
However, we can’t afford to be complacent.
We constantly monitor how well we are performing using our ISO 9001 Quality Management System. So, to receive 100%, is no mean feat!
When we talk about customer success internally and with our clients, we talk about successful outcomes – a smooth transition from hardware or software issue through to a genuinely happy resolution. As you can imagine, this can throw-up it’s challenges – third-party apps and updates, purposeful external harm, from potential cyber threats, the list goes on. However, instead of spinning-plates, we adopt a highly proactive approach, with a heavy regime of monitoring, scheduling and minute-by-minute hands-on activity, so that all the customer sees is a well-oiled platform of system architecture, which just works.
To keep our clients apprised, we are due to launch periodic ‘Iceberg’ reports – which will highlight what’s been done (under the surface) in order to keep their organisation and end-users happy with their technology interactions.
Our operations team have also recently introduced a ‘queue manager’ process, which see’s individuals (at all levels of the business) managing inbound enquiries as well as overseeing proactive ticket management – meaning every level of our business is given the opportunity to work hands-on, managing the helicopter view of customer success.
We triage tickets to ensure that the most important business critical tickets are focussed upon, but with capacity along our technical hierarchy pathway to fix the small problems effectively too, ensuring nothing falls through the gaps.
Managing Director Andre Vaux said” it was a wonderful experience [as a business owner] to be able to let the team know this fantastic news, it’s their success, they own it – they work incredibly hard to ensure our clients are happy It’s a great feeling and we’re really proud of our team’s achievement – and are working hard to maintain this.”
claireLOGIC are also swimming in the success of being shortlisting in the ‘Customer Commitment Award’ category award at the 2019 Thames Valley Chamber of Commerce Business Awards.
Winners will be announced at the 2019 Thames Valley Chamber of Commerce ceremony on Thursday 27th June at the Reading Hilton Hotel.
As well as striving to be the best – we are looking to work with the best clients too – for strategic technology engagement, get in touch today.