When it comes to customer satisfaction NOTHING is left to chance here at FBK, and for this purpose we always pay great attention to this crucial commitment within our internal maintenance system, even more when talking about the management of case reports.
Focusing on this we have selected a specific CRM Tool able to streamline and enhance all supporting activities, providing a complete tracking of the process along with a reporting set.
Our Customer Service Team is managing the database in order to collect and store the whole information about incidents, root cause analysis, resolutions and the entire communication exchanges with the customer.
FBK response process passes through this completeness of historical information and goes back to all customers with an additional value response, in terms of support efficacy in the appropriate reaction time.
A standard process is in place to assure that all the steps of the customer call management have been recorded and measurable. From the Taken-in Charge first notification to the resolution and, not less important, what happens in between: the customer service maintains a constant contact with the user providing regular updates.
As soon as the customer call is resolved and before the final closure notification is sent, a last check is being contemplated to monitor, at the end of the case, the level of customer satisfaction of the user, in order to meet his expectations as well as possible.
The Management of Case Reports is a permanent ground control system performed by FBK entire team, that allows us to improve continuously the quality of our offer.
Analysis of events recorded data is a driver which improves products, processes, knowledge and also provides new tools and suggestions for our customers.
For more information and details regarding FBK Customer Service please fill the contact form, we will reply in short term.