At the heart of any great customer service experience tends to be good old fashioned Personal Account Management.
Our Service Delivery
At Speedster IT our Account Managers focus on service delivery and are always striving to exceed customers expectations. All of our account managers are selected because they have displayed qualities that put the customer’s requirements 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 Account Manager
The role of the account manager begins as early as the enquiry stage, we believe they need to be involved in new projects with new customers from the very first meeting. Their job is then to secure resources and schedule meetings to ensure the project is implemented as expected and on time.
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. They will organise regular meetings and account reviews to provide not only an opportunity to assess customer satisfaction but to also understand any upcoming changes the business may be looking at. They will also look at where they can introduce new technologies that can enhance productivity and reduce business challenges.
Content and frequency of meetings
We allow our customers and account managers to agree to the content and frequency of meetings. However, to give you an indication of the key ingredients, we believe the account managers should be seeing clients at least once a quarter to discuss:
- Utilisation of the helpdesk
- Performance v SLA’s
- New employees – introduce the 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’s Account Management team or you would like to organise a meeting – simply email [email protected]
or call 020 3011 1234