Customer Service Initiative Launched by Quadrant
April 19, 2011 Alex Woodie
Quadrant Software last week announced the launch of a new customer outreach initiative that’s aimed at keeping customers happy and maintaining satisfaction ratings at the upper end of the spectrum.
Good customer service has traditionally been a major goal of IBM i software vendors (see “Customer Service is Serious Business for IBM i Software Vendors”). Whether it’s delivering a quick response to a product problem or answering a general question about IBM i, many of the independent software vendors (ISVs) in the IBM i arena can stand proud knowing they provide superior service.
You can count Quadrant Software among the ISVs that invest a considerable amount in the customer service and support department. The Mansfield, Massachusetts, software vendor says it scored a 100 percent customer satisfaction rating in January 2011 and followed that up with a 99 percent rating in February.
The company offers 24/7 support, and closes 98 percent of all calls within two days, says Deb Walsh, the technical support manager for Quadrant. “Many employees on our team have been with the company for over 15 years, which is why they are extremely knowledgeable and able to diagnose issues quickly and accurately,” she says.
Last week, the vendor announced it recently held its customer focus group, which is a component of its new customer outreach program. The focus group, held April 6, offered customers a chance to give Quadrant feedback on its support and service programs, as well as input into product direction.
The event was a hit, said Steve Woodard, CEO, Quadrant Software. “The new customer outreach programs have been well received,” he stated in a press release. “Customers want to speak up about the company and products and we want to listen.”
The company also launched a new program that requires every Quadrant employee to communicate with customers and see if they’re happy with the products and the level of support they’re getting from Quadrant. Everybody at the company participates in the program, from Woodard on down to administrators and shipping clerks.