Customer Services
Acquiring a new customer
is costly and, for most businesses, it’s a well known fact that
building a relationship and brand loyalty with that customer is
fundamental to the success of their enterprise. Message Pad can
provide customer service solutions designed to support every
stage of the customer lifecycle.
Our solutions are built on
the fundamental principles we have learned in over a decade of
providing customer support. Each solution can be
customised to fit with your unique business goals and can
include any or all of the following:
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Prompt support is an important element of after-sale care
and can make or break your relationship with your customer.
This is especially true if a product malfunctions and an
on-site visit from a technician or engineer is needed. Our
call-out application incorporates a complex knowledge
management module and an advanced
communications workflow solution. This is to ensure that
tasks are scheduled and performed exactly in accordance with
your defined business process, and that all the communications
relating to the job are tracked and reported on. As well
as the high degree of flexibility and resilience engineered
into this module, the absolute reliance on system automation
for all aspects of the workflow control ensures that the
potential for human error in any transaction is hugely
minimised. We provide solutions for:
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Engineer call-outs and tracking
to issue resolution;
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Lone worker tracking;
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Customer satisfaction call backs;
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Job follow ups & status checks.
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Message Pad specialises in complex
appointment bookings for individual diaries, rental systems
and duty rotas. If your customer service needs time specific
bookings of any type then Message Pad can develop a solution
that meets your business rules. Our applications can
incorporate a range of integrated search and query mechanisms
and can manage contention of bookings across all users of the
system whatever their location.
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Effective technical support is an important aspect of
customer care and a well run helpdesk can bring a decisive
competitive advantage. Message Pad can provide level 1 & 2
tele-fixing services through the codification of knowledge and
processes. This ensures an intelligent, reactive
response from diagnosis through to problem resolution.
Automated transfer to level 3 expertise at the client’s
premises is accomplished seamlessly.
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In a crisis you need to react quickly to put contingency
plans into action, ensure continuation of service and return
to normal working mode as quickly as possible. Many existing
clients use Message Pad as the supplier of choice because of
our robust business process modelling and systems, coupled with the automatic replication of
all data at two separate data centres.
CONTACT US
For more information about all our outsourced
and hosted services please
contact us.
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