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Customer Support & Post Sales
Retention is administered, rather than left to goodwill.
Post-sale service, complaints, renewals and referrals represent the least expensive revenue available to an organisation, and the most easily lost. Administered informally, the commitments given at the point of sale are frequently not visible to the people expected to honour them.
“Which customers are currently dissatisfied?”
ONESUITE
Six accounts. Three relate to the same issue: water pressure on the ninth floor. One has escalated twice and is due for renewal in November. That account warrants contact today; the correspondence history is available.
Investigated, reasoned and prepared. Nothing is sent, paid or amended without your authorisation.
The working surface
Case queue
Customer history
Commitments
Renewals
Resolution
What it covers
- Every request, complaint and resolution on the customer's own timeline
- Warranties, service schedules and renewal dates
- Commitments given at the point of sale, available to the service function
- Accounts showing dissatisfaction before it is formally expressed
- Complaints that constitute a pattern, as distinct from isolated incidents
- Accounts due for renewal, upgrade or acknowledgement
- Answers routine enquiries immediately, in the customer's language, at any hour
- Refers substantive issues to a representative with the full history attached
- Conducts renewal and referral correspondence for approval
Matters reserved for you
What is remedied, and the extent of the commitment made to retain an account.
The same engine, configured to your industry — one of 446 verticals — and provided without licence fee for the first year.
Request a configuration for your industry