Local converged network provider KSS Technologies has received Cisco Channel Customer Satisfaction Excellence, the highest distinction a partner can achieve within the Cisco Channel Partner Programme, and the only partner in South Africa to achieve this level of rating in the 08/09 financial year.
Customer satisfaction continues to be among the highest priorities of KSS Technologies and a cornerstone of the Cisco Channel Partner Programme. Since customer satisfaction is one of the strategic components of the Cisco Channel Partner Programme, access to and management of customer satisfaction data is critical to achieving and maintaining partner certifications.
According to KSS Technologies managing director, Andr'e Maree, this certification is a result of our passionate approach to customer satisfaction. “Customer Satisfaction Excellence is a core value we both share and a key driver of our current and future success. Channel Customer Satisfaction Excellence assessment is a brilliant reference tool, it is based upon the customer satisfaction results captured in the Cisco Partner Access online (PAL) tool.”
Cisco uses the same enhanced survey tools that it uses to measure its own customer satisfaction, to measure the customer satisfaction levels achieved by its certified partners. Partners that achieve outstanding customer satisfaction are awarded the Customer Satisfaction Excellence gold star.
“Each quarter, Cisco acknowledges Certified Partners that have the highest customer satisfaction distinction within each geographic region. It enables potential customers, Cisco personnel and partners to identify partners as having achieved outstanding customer satisfaction as part of Cisco's worldwide assessment process,” he explains.
Key features, benefits
* Provides partners with data collection system at no cost
* Creates ability to track trends and data
* Identifies key areas for improvement for both Cisco and partners
* Strengthens relationship between partners, customers and Cisco
* Builds long-term customer and partner loyalty and retention
* Enables partners and Cisco to make informed business decisions
The programme allows Cisco Channel Partners to provide feedback about their relationships with Cisco through the Partner Relationship module. Partners can review issues and determine when they have been closed to their satisfaction. More importantly, sharing information about business issues enables partners to spend more time addressing end-customer satisfaction.
“Furthermore, it helps channel partners obtain information derived from the Cisco Customer Satisfaction surveys and ensures that Cisco is surveying a broad enough scope of end-customers to be meaningful. This tool allows partners the ability to send customer satisfaction surveys to their end-customers and view their end-customer satisfaction results. All Customer Satisfaction surveys are focused on obtaining information to provide breakthrough customer value and gain long-term customer and partner loyalty,” concludes Maree.
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KSS Technologies
KSS Technologies specialises in the design, implementation and support of converged networking solutions. The company's head office is situated in Midrand with support centres countrywide, providing a national support infrastructure. With a proven track record in the enterprise, mid-market and upper-end small medium enterprise (SME) market segments, KSS provides ICT solutions that integrate with legacy systems or builds solutions from the ground up through “greenfields” installations. Its approach, methodologies and solutions add unique business value by streamlining processes and eliminating redundant steps for clients within the public and private sectors.
KSS is committed to sustainable human resources and skills development through its continuous investment in highly skilled sales and technical resources, thus creating confidence in our business partners, customers and employees alike. KSS has been committed to true black economic empowerment (BEE) since its inception in 2000 and has increased its BEE shareholding to 41% in 2006. BEE executive management represents 67% of the board.
Certification and alignment with strategic vendor solutions empowers KSS to deliver business value to customers. Certification programmes assist to achieve consistently high levels of service and expertise. This commitment to empowering the organisation is reflected in its quest for certification. KSS received Cisco Silver Partner status in March 2000, highlighting an early dedication to delivering converged network solutions - now a key consideration for businesses eager to leverage the considerable efficiencies and returns that this platform delivers. More recently, KSS was awarded Cisco Customer Satisfaction Excellence, the highest distinction a partner can achieve within the Cisco Channel Partner Programme.
In addition, KSS has developed its technical strengths by aligning and complying with standards from world-class vendor programmes, including: Expand Value Added Reseller & National Support partner; Citrix Silver Partner; Microsoft Certified Partner; IBM Business Partner; HP Preferred Partner (Storage & Networking); AXIS Certified partner; CommVault Gold partner and SLi (representing Lenel).
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