Ongoing focus on customers fosters 100 percent customer satisfaction.
Quadrant Software, a provider of electronic document distribution (EDD) solutions for the IBM i enterprise, makes customer satisfaction a top priority with the launch of numerous customer outreach programs. Providing exceptional customer service has always been a high priority for the company, but Quadrant Software’s new customer initiatives have taken customer satisfaction to the next level.
Quadrant Software keeps a pulse on customer experiences through a satisfaction survey sent to customers after every tech support call. The company always receives high scores, so 100 percent customer satisfaction in January 2011 and 99 percent in February 2011 is typical of past performances. All surveys that do not meet the company’s high expectation get escalated to Steve Woodard, Quadrant Software CEO, who follows up personally to resolve the issue.
“With over 3,500 customers, many of which are Fortune 1,000 companies, we’re proud of our customer base and the service that we provide to them,” says CEO Woodard. “The new customer outreach programs have been well received. Customers want to speak up about the company and products and we want to listen.”
Quadrant Software held their first customer focus group on April 6 at its headquarters in Mansfield, Massachusetts. The goal of the focus group was to garner customer input and ideas with regards to product direction, service, support and overall experience with Quadrant Software. Customers were very enthusiastic to share their ideas and experiences, the company reports.
“The focus group was outstanding! I not only learned more about Quadrant’s direction and market understanding, but, I was able to speak with other customers which was most enlightening,” says Don Abramson, IT director, Shemin Nurseries. “We have a great partnership with the company. Everyone from tech support to the developers have helped us complete many beneficial, successful projects.”
In addition, Quadrant launched a new initiative this year where every Quadrant Software employee reaches out to customers to make sure they are happy with the products and services provided to them. All employees are involved in this initiative whether it be shipping, administration, or the CEO.
“Our main focus has always been 100 percent customer satisfaction. To do this, we often go the extra mile. We offer 24x7 support. 98 percent of our calls are closed within two days of when the ticket was opened and it is our goal to provide customers a call back within one hour of calling into tech support," says Deb Walsh, Quadrant's Technical Support manager. “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.”
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