iCompass Announces Grand Slam Service
April 14, 2010
Today, iCompass officially launched the details of a bold and company-wide 2010 customer commitment, called Grand Slam Service.
"Our number one priority in 2010 is to take our customer service to a whole new level, and in doing so, WOW our customers in every way possible," said Todd Stone, iCompass President & CEO. "This delivery of unequalled customer service means first class acknowledgement and responsiveness. It means consistency of performance and meeting deadlines/expectations. It means constant communication and products tailored to your needs. It means being as easy to do business with as possible," added Stone.
Two important ingredients in delivering success on all of the above are clarity and being specific. Therefore, iCompass has delivered to each of its customers a document called "Grand Slam Service" which details 20 specific commitments that the company is making to all of its customers through 2010.
"Many of these specific commitments require significant investments, new behaviours, and new business best practices," said Stone. "I am pleased to report that through the first 90 days of 2010, we have delivered on 80% of these commitments. For example, we have increased our customer service staffing levels by over 40%; we are responding to incoming requests/inquiries within 10 minutes of our Customer Advocacy Team receiving them; customer calls are now answered by a person 24 hours a day, 7 days a week; we have extended our Customer Advocacy office hours to 5 AM to 6 PM (Pacific); and we have taken great strides at improving our implementation procedures, documentation and self-help tools," added Stone.
"While it has been a busy first quarter, we have many more exciting initiatives to come through 2010 so stay tuned for a continual stream of innovations and improvements in service," said Stone. "On behalf of the entire iCompass team, we thank our customers for all of their loyalty and support over the years," added Stone.
Todd Stone
President & CEO
