Customer Care Audit – Aiming For Top Marks From Customers

Customer Care Audit – Aiming For Top Marks From Customers

Office equipment specialists Sharples Group, based in Warrington, has set a target of making contact with all their existing customers.

Under a new style customer care audit process the sales team aim to make contact with each of their customers to find out what they think of them.

David Griffiths, Sharples Group, Sales Director, said; “We have a team of experienced sales people backed up with a highly skilled and knowledgeable team of engineers and we believe we have many satisfied customers, but we want to be sure. In these times when all businesses are more conscious of costs, they need to be sure that maintenance contracts offer them added value. We’re taking a pro-active approach with our customers to make sure we are helping them to save time and money by preventing downtime and the productivity problems caused by failure. We’re offering advice on advanced use of equipment that can speed up operator time, save on ink and paper, such as double-sided prints in draft mode, sending documents to print or faxes to send remotely so that less time is spent moving from ‘desk to machine’. By asking customers to rate us on a scale from 1 to 10, we aim to find out if there are any ‘niddles’ that can be fixed and where we can make improvements, we want to achieve 10 out of 10 from all our customers by the end of the year.”

For the survey Sharples Group is making use of a document management system, the latest paperless technology. Each of the survey forms has a bar code which enables the electronic filing, processing, retrieval and management of customer comments. The information will be used to track customer satisfaction, identify improvements, robustness of equipment and to monitor the suitability of equipment as businesses change and move forward.

Sharples Group is committed to providing preventative maintenance on every piece of equipment they supply. Through scheduled, pro-active service calls to clean, adjust and replace parts, they believe they are able to anticipate potential problems before they occur, thus reducing the number of service visits because of machine failures. They offer a large range of office equipment including scanners, printers, photocopiers, multifunctional devices from suppliers such as Kodak, Ricoh, Oki, Kyocera and Toshiba and want to ensure that customers get maximum utilisation from them.

They have more than 2,000 customers in the Cheshire, Lancashire, Manchester, Liverpool and Warrington area who will be contacted during 2009 and asked questions about the type of service they receive.

Sharples Group is ideally located in Warrington and is able to respond quickly and efficiently to customers throughout the North West to repair equipment should a failure occur. Their aim is to ensure that their customer’s equipment is operational for the optimum amount of time and causes minimum disruption to their business.