National legal powerhouse, Sonnenberg Hoffmann Galombik (SHG), uses FrontRange Solution`s HEAT service and support application to manage its growing help-desk and deliver on the organisation`s `problem solved` corporate motto.
The long-established firm has grown to the point where it now requires suitable help-desk software and, having worked previously with FrontRange, SHG chose HEAT as the service solution of choice for this implementation.
States Rob Jones, one of SHG`s IT business engineers: "The firm and its IT requirements have grown in the past few years and now our business services department needs to provide assistance to clients in both Johannesburg and Cape Town. As such, we realised we needed an improved multi-user help-desk solution with extensive call manageability built in to track service requests and to report on how we were doing in terms of our service delivery."
HEAT version 7 is currently powering the SHG help-desk, which is manned by four people who in turn are in contact with a number of service areas in the firm that handle any calls not dealt with `on the fly` when the client is on the phone and/or calls which need further intervention and project work before they can be closed. The solution was implemented by FrontRange implementation partner, RevelationData, in Cape Town and is now set to deliver the significant benefits SHG is after.
Boosting efficiencies and striving to meet customer demands are not mutually exclusive tasks. The right service and support solution can address both issues, improving customer satisfaction at the same time as meeting a company`s broader strategic objectives.
"The issues that make or break customer service are not technical," says Tracey Newman, MD of FrontRange Solutions SA. "In this information-driven economy, there is no shortage of marketing messages, services and tools centred on ways to improve customer service and performance in the service centre arena. The key to filtering through all of the information and building an effective customer-focused organisation is first to define your customer service strategy. To do that, you must first look at your customer`s expectations, then at where you are today and where you want to be in the future. Ultimately, it will be your customers who decide whether you are successful at serving them."
Effective customer service does not simply happen when a group of support personnel are put in front of a bank of telephones. World-class support centres deliver fast, proactive and measurable services that have a definite impact on the bottom line of the company.
"There are generally three evolutionary stages to effective customer service centres," says Newman. "What separates long-term success from almost certain failure is management`s ability proactively to manage and drive change through each phase of this evolution."
Says Jones: "We are pleased that we implemented the HEAT system from FrontRange and believe this will drive our client service to new levels in line with our value of excellence."
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