TikitTFB’s Support Team Achieve Outstanding Call Response Results in 2011
Thu, 22 Dec 2011
To help clients get the most from their legal IT systems, TikitTFB’s team of trained specialists are on hand to offer their expertise in relation to Partner for Windows technical and applications support queries.
As part of the team’s commitment to further enhance the support and maintenance service and to continually provide outstanding customer care, surveys are conducted on a monthly basis. Measuring overall customer satisfaction, this research focuses on response and fix times which helps us to determine ways to improve the service further.
Miles Osborne, Support Manager, TikitTFB commented “2011 has been a busy year for us as we push to maintain the high levels of support our clients have come to expect from TikitTFB. I’m pleased to say all our key performance targets have been met in 2011 and we’re already looking at how we can further enhance the support we provide clients in 2012.”
The surveys throughout the year demonstrate over 90%*of clients felt the support service was either excellent or good. Recent examples from surveys submitted in October and November include, Louise Holmes from Bates & Mountain who said “I would like to say how impressed I am with the response I have received to the e-mail I sent to the helpdesk yesterday. The customer service I have experienced since has been second to none and I really appreciate it. Thank you very much to the team at TikitTFB for all your help”. Chris Boundy from Hibberts also commented “I think it is fair to say I have always received excellent support from all staff I have dealt with recently. Please keep up the good work!”
In the New Year we will be publishing some of the comments we receive on our website as well as highlighting which member of the support team customers have identified as requiring special mention.
For more information about TikitTFB, please call us on 01489 609 010 or email tfb@tikit.com
* based on 1,699 surveys sent out, 547 returned at a 32% response rate.
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