Smart Service™ Guarantee
Our Quality of Service Guarantee
Ever wonder what it would be like to get software with a guarantee? With Smart Service™, you receive a quality of service guarantee, in writing, and our quality of service pledge:
- You'll have the best software experience that you've ever had.
We guarantee you will be treated with professionalism and we have systems in place to ensure your every transaction with us is satisfactory. We also strive to increase customer loyalty through continued education and on-the-job training. And we poll our clients to determine how we can further improve satisfaction and loyalty.
- We don't outsource our help desk.
Our help desk, located in our corporate offices and not some remote part of the world, is available to assist you during normal working hours. Our staffers are professionally trained and able to help you with any problem that develops. And we pledge that our help desk will always be firmly grounded in the United States.
- We're here when you need us.
Our corporate staff is available to assist you with any questions you may have regarding our services and organization. We guarantee that we'll be here when you need us. Our offices are open Monday through Friday from 8:30 a.m. to 5:30 p.m. EST, excluding weekends and holidays. You can reach us toll free at 1-888-518-0818 or via e-mail at support@myservicedepot.com.
- If it's broken, we'll fix it at no cost to you.
We guarantee that if a part of Smart Service™ is not functioning correctly, we'll fix it and we'll fix it at no charge to you. It's just that simple.
- We will continue to improve our systems year over year.
We guarantee we will continue to add features and benefits to Smart Service™ and strive to improve and streamline our internal processes to create even more meaningful and satisfying experiences for our clients.
For instance, we grade our help desk on a daily basis as a way of improving our service to clients. Here are just a few of the key metrics we have discovered:
2008 YTD Performance Metrics Report Card (as of June 30th)
KEY MEASUREMENT |
BENCHMARK |
YTD AVG. |
ACHIEVED |
|
| 1. | Percent of clients satisfied with our performance | 95% | 97.65% | Yes |
| 2. | Number of complaints reported to management per 1000 clients | < 0.5 | .28 | Yes |
| 3. | Average help desk call length | 10 mins | 8.3 mins | Yes |
| 4. | Percent of help desk calls answered within 3 rings | 90% | 94% | Yes |
| 5. | Time for help desk to return a call | 15 mins | 12 mins | Yes |
| 6. | Clients that continued annual support | 90% | 98% | Yes |
"I just want to say thank you for all of your help. Your training and customer service should be considered the benchmark for all others providing customer service world wide."
Valorie Fischer
Casper Fire Extinguisher
