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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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