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CompuCom Systems,
Inc. Utilizes the ServiceMetric Program to the Fullest
In today’s fast-paced technology
industry, understanding your clients can mean the difference between
success and failure. Measuring customer satisfaction has been
a critical component for resellers and service providers ever
since the reseller population explosion of the late ‘80s. Customer-savvy
solution providers recognize the importance of ongoing customer
satisfaction measurement and the need to constantly enhance service
and support delivery as customer requirements change.
CompuCom Systems, Inc.,
headquartered in Dallas is no exception. For the past ten years,
CompuCom has been an active participant in ServiceMetric, the
service benchmark program developed by CompTIA’s Services Section
and administered by SERVICE 800 of Minneapolis .
Based on feedback obtained
from telephone interviews with clients who have just experienced
a service event, the ServiceMetric program gathers, compiles and
reports customer satisfaction data privately to each participant.
Each month, the data is consolidated into service benchmarks that
represent industry performance by type of service, type of product,
type of customer, and customer loyalty. These benchmarks give
CompuCom an advantage. They better understand their service strengths
and weaknesses; have the ability to determine general health;
and can allocate resources to where they make the biggest impact.
“Feedback from the ServiceMetric
Benchmark program has been invaluable to CompuCom in maximizing
our service delivery potential. Information from this customer
follow-up process has helped us provide more consistent telephone
and on-site service to our customers, increase service revenue,
enhance employee morale, and improve vendor relations,” said Dave
Smith, Vice President of Technical Services at CompuCom.
With more than 100 locations
throughout the United States and Canada, CompuCom is one of the
most well-known total solutions providers in North America. The
company uses the survey feedback to its full advantage by analyzing
data across the broad spectrum, as well as at a
granular level. Regional Managers spend approximately one
to two hours a week studying the survey data.
“Because we can analyze
information down to the engineer level, we have been able to quickly
identify issues and find solutions, which allows us to provide
more consistent service delivery,” said Smith.
CompuCom has been able
to motivate employees by using weekly data to instantly identify
problem areas and provide the necessary training and resources
to correct these situations quickly. Not only do employees get
the support they need to provide best-in-class service and support,
they have an additional incentive in that bonuses can be achieved
as a direct result of customer satisfaction scores. Participation
in the ServiceMetric Benchmark program has helped CompuCom achieve
industry recognition for their service performance.
“This constant feedback
has contributed to CompuCom becoming a seven-time Help Desk Award
winner,” emphasized Smith. “The program can be credited with helping
us increase customer satisfaction by raising the level of our
service performance. What is more, it has led to greater customer
retention and more customer referrals, which translates into bigger
profits for CompuCom.”
Smith went on to say, “We
have also been able to use the ServiceMetric Benchmark data to
identify new revenue generating opportunities. For example, customer
comments on the surveys revealed that most of our mobile customers
want their units restored to the original state after repair.
Since CompuCom originally configured the units for the customer,
we are able to store those images from the start and restore user
configurations as needed. Whether the individual is a VP or a
field sales representative, we can restore the user’s image based
on the original configuration. Between 70 and 80 percent of our
mobile customers purchase the ‘Image Restoration’ service offering
with their units.”
Another significant impact
felt by participation in the program has been CompuCom’s ability
to provide accounts with access to satisfaction data about on-site
customer support teams. In instances where CompuCom provides a
customer support team on the client site, CompuCom is able to
customize a survey to meet the customer satisfaction goals of
that account. CompuCom works directly with the client’s IT director
to set internal goals and design a customized survey. They then
compare the weekly customer satisfaction results to the goals
to ensure CompuCom personnel are meeting the customer’s service
and support needs.
CompuCom does believe this
service gives them an advantage. “Being able to offer a ‘checks
and balance system’ to our larger customers gives us a distinct
competitive advantage and instills a greater sense of confidence
in our clients,” remarked Smith. “Clients can clearly set the
standards and CompuCom can strive to achieve and hopefully exceed
customer expectations.”
Finally, CompuCom has strengthened
vendor relations by participating in the ServiceMetric Benchmark
program. Many vendors must survey a minimum percentage of calls
to receive a service bonus. As a participating ServiceMetric benchmark
service provider, CompuCom is able to share vendor specific information
with the respective vendors to reap the maximum benefits for service
performed. Vendors also have a greater sense of security knowing
that CompuCom is monitoring its own performance in an effort to
keep clients satisfied.
“Some of our relationships
with our vendors have improved because we are working with them
to provide the best service possible to our joint clients,” commented
Smith.
“All in all, it is hard
to imagine running a service and support organization without
the ongoing customer satisfaction information we get from the
ServiceMetric Benchmark program,” summarized Smith.
Next Issue
— May 2007
To Contact
Us — To discuss this topic, any other Customer
Satisfaction Corner article, or to provide topic suggestions,
please contact Jan DeMatteo at jan@service800.com.
For More Information
— For additional information about any of the CompTIA
Service Performance Benchmarks, please contact Rich Rysiewicz
at rrysiewicz@comptia.org,
or visit CompTIA’s Web site at www.comptia.org.
About SERVICE
800 — Founded in 1989, SERVICE 800 designs and administers
real-time customer satisfaction measurement programs, helping
service organizations of all sizes follow up with their customers
within hours or days of service events. The company utilizes a
distinctive follow-up telephone interview process along with e-mail,
Web, and other follow-up techniques to measure customer satisfaction.
With offices in Minneapolis and London, SERVICE 800 has been measuring
customer satisfaction for corporations throughout the world for
more than 17 years. For more information about SERVICE 800, customer
satisfaction measurement, and performance benchmarking programs,
visit www.service800.com.
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