Service Choice’s partners with suppliers to ensure that their customers have the right level of service and are kept satisfied. In calling on the customers of its clients, Service Choice ensures that service coverage is maximised and extended if expirations are due. At the same time, Service Choice also uncovers any new hardware or software opportunities for the supplier, and identifies any customer satisfaction issues that may need to be addressed at the time. Since Service Choice does not sell hardware or software, and merely facilitates service sales, Service Choice acts as a complementary extension to its client’s organisation. By doing so, Service Choice allows the supplier to focus on its core business; selling solutions, whilst Service Choice focuses on its core; services business facilitation and renewal.
Critical Service Lifecycle Interaction Points
Working with its clients, Service Choice interacts with their customers at critical stages of the service lifecycle:
Should the customer have service requirements that require fulfillment, Service Choice will provide a client branded quotation to the customer with instructions to place their order with Service Choice's client.
Whether suppliers realise it or not, all of them carry out basic customer satisfaction surveys. It works like this: a purchase order means the customer likes you or hasn’t the time to go elsewhere, and a lost sale means that they don’t.
Planned and well executed customer satisfaction surveys are a more cost effective way of not just retaining customers, but identifying greater revenue opportunities.
Customer satisfaction surveys can be carried out at 2 levels:
In providing brokerage services for its clients, Service Choice establishes and dynamically maintains customer contact information. As an ‘independent’ surveyor, utilising this information for customer satisfaction surveys is a logical step in further enhancing the supplier’s relationship with its customers.
Service Choice’s vast experience in all facets of Service Business Management, from establishment to operational, contractual, commercial and change management aspects of service businesses, positions Service Choice as an obvious choice in driving improvements in any service organisation. Consulting offerings include: