Project management and customer service outcomes are delivered with consistent quality.
To assure that you receive the highest level of customer service and timely responses to your inquiries or requests, we will assign a dedicated, high-level Account Manager, who will be your primary point of contact during the life of your project. This person will know your project inside and out and have authority to provide solutions and escalate issues when the need occurs.
Customer Service
Account Managers are assisted by Customer Services Representatives (CSR), who are well-versed in the details of your project and know how to get answers fast. In fact, everyone at Scan One receives training on how to respond to customer inquiries and escalate customer concerns when needed. Whether you are talking to our receptionist or our company president, you can trust that your needs will be addressed in a timely fashion.
Consistency
All issues are tracked, logged and reviewed regularly by your Account Manager to assure resolution and optimal customer service. In the past ten years, we have experienced no turnover of Account Managers. This provides our customers with a level of consistency and continuity that is rare in the marketplace.
Qualified Staff
Our staff is highly qualified and knowledgeable team players that are intimately involved in various aspects of Scan One’s operations and processes. They are not simply following a script and entering information. Most importantly, they will always do their best to understand the needs and urgencies of each unique situation and act accordingly.
Highlights
- 24/7 support available
- Detailed documented processes
- Rapid response times
- In-depth communications
- Formal escalation process
- Tracking and logging via multiple tools means easy research by team
- Online issue collaboration – for Scan One team and customer
- Main point of contact, multiple backup team members
- Prompt resolution turnaround time
- Immediate access to live staff
- Process efficiencies passed through to customer
- Greater depth of service to customers
- Prompt scheduling of meetings and tasks
- Specific document inquiries/requests
- Documented follow-through to resolution
