In the highly competitive ICT industry, differentiators such as superior products and world-class service set a company apart from its competitors. Unison Communications recognises this and has put a variety of measures in place to ensure that client and potential customer receives the highest quality of service possible.
Unison has in the past received criticism about its service levels but rather than simply ignore the feedback, it proactively chose to remedy the situation. "When a customer survey confirmed that perceived service levels had indeed dropped, we set out to rectify the matter and decided to use technology to set ourselves apart from other companies operating in a similar environment," says Dietmar Frey, Unison`s Chairman and Founder.
This technology has become known as Superior Service Initiative and in essence is a special service-tracking software application that is entirely Web-based. Alongside the development of the technology came extensive staff training and Unison`s highly qualified technical staff are well equipped to deal with each and every query they receive. A critical component of any service delivery programme is to ensure that every means possible is made available to a client to register their query, fault or concern. Unison has a dedicated customer care line, fax number and e-mail address for this very purpose, as well as the Superior Service Initiative link on its public Web site. Whether a query is logged telephonically or via the "Client Services" link on the Web, it is immediately recorded and a service report is instantaneously sent to the client along with a service report reference number.
Unison believes in keeping its clients informed throughout the fault/query logging process. At any stage, a client can access the Web link and track the progress of their fault or query. They are also notified via e-mail when their fault/query is first logged, whenever it is updated and naturally when the fault/query is closed. Unison`s service technicians will attempt to solve all reported faults telephonically. Should, however, a site visit be required, a technician will be dispatched in accordance with the agreement held.
Even with such foolproof methodologies in place, Unison knows not to become complacent and has ensured its CRM policies are sound. All clients are contacted after installation to ascertain how the products are running and as to whether further training or support is required. Unison`s National Customer Services Coordinator also ensures that questionnaires and follow up phone calls are conducted after faults are closed. This feedback is then given to the Managing Body of Unison where, if necessary, new procedures are developed. As can clearly be seen, every employee at Unison is committed to this service initiative and will endeavour to ensure that every client`s needs and requirements are met.
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Unison Communications (Pty) Ltd is the South African industry-leader in telephone management, billing, voice mail and fax server applications. The Company develops, sells, installs and maintains world-class systems.
Unison`s customer database includes most corporate and government organisations in SA. Unison is a Proudly South African Company and all products are locally developed, making customer support and assistance an easy task.
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