Keeping Customers First with Client Services
How our Client Services department puts one of TEAM’s core values into action.
When we talk about our core values, keeping customers first is at the top of the list for a reason. We do business with a customer-first mentality because when our customers are successful, we are, too. It’s that mindset that drives all our departments at TEAM Software, including Client Services. The employee owners in Client Services are here to ensure customers have a great experience by listening, identifying issues and then pinpointing solutions.
We strive to have a near-flawless experience with our solutions. But, with an all-in-one software system that covers many key areas of your business, we know questions come up, and you need to talk to a helpful resource who can quickly solve your problem. Whether you call or email in, our Software Support Analysts take in all the necessary information and create what we call a “case” for your issue. This houses all the notes and any other documents or attachments needed for research. A support analyst also generates a status email when they open a case, so you can stay in the know about the progress of your case from the beginning. By using a combination of customer support best practices and a case system, the support team is able to reduce time to resolution and keep customers in the loop throughout the process.
“Our goal is always to answer your question on the initial phone call or email to get you back to your regular day to day work as quickly as possible,” noted Katie Truhlsen, Client Services Manager at TEAM. “If we are not able to solve your issue on the initial call, we work with any additional TEAM people needed to answer the question or correct the issue in a timely manner.”
When the team resolves an issue and closes your case, you receive an email with a link to a satisfaction survey. Even if it’s something small that can be resolved quickly, we still want to make sure we exceeded your expectations. In fact, so far in 2018, our support staff is averaging a 4.66 out of 5 satisfaction rating.
“We value the satisfaction survey results from our clients because it gives us an external perspective of what we’re doing well and what we can improve upon,” said Truhlsen. “We use the feedback we get to drive change in the department and as a way to recognize our employee owners when they exemplify our culture of keeping customers first.”
Individuals from Client Services are available via phone and email, but you will also find them working hands-on with clients at our annual customer event TEAM Client Conference, a favorite way for the support team to interact with clients face-to-face.
“Working with our clients to solve their issues is extremely important. But, one of my favorite parts of the job is when we get to build long-term relationships through events like TEAM Client Conference,” says Truhlsen.
We know that keeping your business running smoothly is a top priority. That’s why we offer on-call support if you have an emergency after 7 p.m. CT. You can reach emergency support via email for after-hours SaaS, Payroll, TeamTime or Personnel Scheduling issues. You can also access a wealth of help documentation and information by going to Solutions Online, TEAM’s 24/7 support site.
“Our goal is to deliver the best customer experience in the industry. Day, night, weekday or weekend, we want to help make your business successful any way we can,” says Truhlsen.