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How Do You Measure Support?   Hard Data and Performance Benchmarks   Support Case Histories

How Do You Measure Support?

If you've purchased a software-based POS product before, you probably know all about the value of support. For experienced customers the ability and willingness of a computer company to stand behind its product is just about as important as the product itself. But how do you measure a company's commitment to support? Here are some things to consider:

  • The size of its support department -- DRB Systems has over 40 support team members ready to help customers 24 hours a day, 365 days a year.

  • The experience of its staff -- The average tenure of our non-management support staff is two years, with the longest being eight years. Our turnover rate is three times lower than the support call center industry average.

  • The scope and depth of its training -- New support team members must complete over 192 hours of training before they can handle customers on their own. Support team members continue to receive training throughout their careers at our on-site training center and on "field trips" to real carwashes.

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  • The consistency of its process -- Our support team draws on an extensive library of over 4,600 detailed Help Documents when responding to calls. This document-based approach results in a consistently excellent level of support.

  • The focus of its managers -- Support team managers regularly monitor calls to evaluate service.

  • The kind of the standards it sets for itself -- We set the support bar high for ourselves. Our team members treat every call with an intense sense of urgency. This attitude is encouraged with financial incentives that reward team managers and members for resolving calls in a timely fashion.

  • DRB Systems measures its commitment to support using all of these factors. But we don't stop there -- We actively evaluate the performance of our support team by examining hard data in key areas. Benchmarking our service not only helps us do a better job for you, it also encourages a feeling of pride and professionalism in our support team. Click here to learn more about our support measurements.

 
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