Customer Portal Now Live!
For those of you who have been following us on Twitter (we Tweet under the name of The Outsourcer) it will be no surprise to learn that a whole range of
positive operational changes have been made to the way we run our business, alongside improvements to the way we service and communicate with customer.
A dedicated Qcom customer portal allows you to follow the progress on your repair whether it’s a workshop or field fix.
The portal can also be used to log calls and there are already plans afoot to offer additional services to include call
analysis and renewal reports as well as the online availability of a revamped partner support pack.
Qcom will also be offering a Strategic Partner Portal – please do get in touch with your usual Qcom contact
to see whether this might be applicable to your business.
All Qcom’s engineers are nowusing PDAs as a replacement for cumbersome job sheets that enable us to provide real
time updates and alerts on how any individual job is progressing via the portal. Customer feedback over the years
has always revealed that customers love knowing what’s going on and our new seven stage alert methodology is a major
step forward in terms of keeping you and your users in the picture. Click here to find out more about our new Call Lifecycle Alerts system.
Right First Time
By now many of you will have noticed some of the early fruits of the major investments we have made in customer services infrastructure
and processes (see above). Important as these are however, they are overshadowed by the fundamental shift we have engineered in our overall
attitude to customer service.
Qcom’s whole approach is now geared towards delivering a ‘first time fix’ rather than the ‘response based delivery’
mentality that is still prevalent in much of the industry. Consistently, this is what you have told us you want and
it has meant that we have reviewed and improved the spare parts inventory held centrally and carried by our field engineers.
In addition all service calls now go through a technical filter, overseen by Technical Team Leader Dean Spooner, before a response is even booked.
These two key measures, allied to ongoing investment in the technical training of Qcom’s 30 strong engineering team,
under Field Engineering Manager Dean Stafferton, means that problems are diagnosed earlier and more accurately, which in
turn means that the right engineer arrives in the right place with the right information and parts so that your equipment
has a much higher probability of being fixed ‘right first time’.
Your Views Please
It’s time for our annual Customer Satisfaction Survey shortly. Please be sure to participate in our online survey as
it really helps us to meet your needs as an Outsourced business partner. If for some reason you haven’t received an
invitation to take part within the next four weeks – please let Sales Manager Phil Meadows know. Alternatively, write
to me Neil Anderson letting me know your views directly.
Neil Anderson
Managing Director
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