Vivosys specializes in providing technical assistance services on behalf of software and hardware companies. For example, instead of a software company developing and maintaining its own “help desk” infrastructure for its products, it contracts with Vivosys to provide technical support for customers. Vivosys employs several hundred knowledgeable and well-trained technical assistance representatives. Staff work in a half-dozen different technical assistance centres distributed throughout North America. If any one centre experiences problems such as severe weather or power outages, the other centres can provide backup. Vivosys supports a number of communication options for customers seeking technical assistance: telephone, e-mail, Web forms, and instant messaging. Vivosys has grown steadily since its founding five years ago. It has increasingly won market share from its competitors because of its reputation for effective problem solving. One of Vivosys’s advantages is a comprehensive set of diagnostic protocols for each product. However, a few months ago, two large companies elected not to renew their contracts with Vivosys. The primary reason they cited was an increasing number of complaints from their customers about poor technical support. Alarmed at this, the president of Vivosys charted a quality improvement project called “VivosysQ.” Several outside quality experts were secured as consultants. A quality plan was created that included requirements, standards, and quality assurance activities. Gap analysis took place to ensure that the organization could support the quality assurance activities. The project is now in the monitoring and controlling phase. One of the new quality assurance activities in this: “Within 48 hours after each technical assistance request is initiated, a customer satisfaction survey will be conducted by telephone. The survey will simply ask if the customer was satisfied or dissatisfied with the technical assistance they received. If the customer is unsatisfied, the surveyor will ask the customer the reason for their dissatisfaction. Surveyors will use a check sheet to tally complaints. At the end of each day, the surveyors will turn their check sheets into the survey supervisor, who will compile a master list. The survey supervisor will prepare a tabular report each week and send it to the entire project team.”
Vivosys, a leading provider of technical assistance services for software and hardware companies, has established a reputation for its effective problem-solving capabilities. However, recent contract losses due to customer complaints about poor technical support have prompted Vivosys to launch a quality improvement project called “VivosysQ.” This essay explores the objectives, implementation, and benefits of the new quality assurance activities being undertaken by Vivosys to ensure customer satisfaction.
The primary goal of VivosysQ is to enhance the quality of technical support provided to customers. By addressing customer complaints and ensuring their satisfaction, Vivosys aims to regain its market position and reinforce its reputation for exceptional service. The project focuses on implementing rigorous quality assurance measures and monitoring customer satisfaction through surveys.
One notable quality assurance activity introduced in the VivosysQ project is the implementation of customer satisfaction surveys. Within 48 hours of initiating a technical assistance request, Vivosys conducts telephone surveys to gather feedback from customers. The survey is brief, consisting of a simple question regarding the customer’s satisfaction or dissatisfaction with the support received.
To record customer dissatisfaction, surveyors utilize a check sheet to tally complaints. If a customer expresses dissatisfaction, the surveyor probes further to identify the reasons behind their dissatisfaction. This step enables Vivosys to identify specific areas of improvement and address customer concerns promptly.
The survey supervisor plays a crucial role in the quality assurance activities. At the end of each day, surveyors submit their completed check sheets to the survey supervisor, who compiles a master list. This ensures accurate and centralized record-keeping of customer feedback.
On a weekly basis, the survey supervisor prepares a tabular report summarizing the survey results and shares it with the entire project team. This report serves as a valuable resource, providing insights into customer satisfaction levels, common complaints, and areas where improvements are needed.
The implementation of customer satisfaction surveys brings numerous benefits to Vivosys and its clients. Firstly, by promptly addressing customer dissatisfaction and identifying the underlying issues, Vivosys can take proactive steps to enhance its technical support services. This leads to improved customer retention rates and a positive impact on the company’s bottom line.
Additionally, the compilation and analysis of survey results enable Vivosys to identify trends and patterns in customer complaints. This data-driven approach helps the organization prioritize areas for improvement and allocate resources more effectively. By continuously monitoring customer satisfaction, Vivosys can quickly adapt and fine-tune its technical assistance processes to meet evolving customer expectations.
VivosysQ represents a proactive approach by Vivosys to address customer complaints and strengthen its position as a leading provider of technical support services. Through the implementation of customer satisfaction surveys and robust quality assurance activities, Vivosys aims to enhance its problem-solving capabilities and regain the trust of its clients. By continually monitoring and improving its technical assistance processes, Vivosys is committed to delivering exceptional support and maintaining its reputation as a reliable partner in the software and hardware industry.
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