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 its challenges – third-party apps and updates, purposeful external harm, from potential cyber threats, and 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 sees 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.