At the heart of any great customer service experience tends to be good old fashioned Personal Account Management.
Our Service DeliveryAt Speedster IT our Account Managers focus on service delivery and client expectation being at least met and where possible surpassed. All of our account managers are selected because they have displayed qualities that put the customer requirement first and an iron will to get things done.
What people say
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell, President, Harley Davidson
Role of the IT Support Account Management
The role of the account manager begins as early as the enquiry stage, they need to be involved in new projects and customers from the very first meeting. Their job is then to conduct resources and schedule meetings to ensure the project is implemented as expected.
Beyond the initial project that begins a customers journey with Speedster our dedicated account managers are expected to build a strong business relationship at all levels of an organisation. Organise regular meetings and account reviews to provide not only an opportunity to assess customer satisfaction but also understand any upcoming changes the business maybe looking at and also to introduce new technologies that can enhance productivity and reduce business challenges.
Content and frequency of meetingsWe allow our account managers and customers to agree the content and frequency of meetings. However, to give you an indication of the key ingredients the account managers should be seeing clients at least once a quarter and discuss:
- Utilisation of the helpdesk
- Performance v SLA’s
- New employees – introduce best ways to raise tickets for support
- Future plans – next 3-6 month requirements of hardware and software and identify any knowledge gaps
If you would like to know more about Speedster Account Management indeed would like to organise a meeting – simply email [email protected] or call 020 3011 1234