By Joanne Vinton-Bullwinkel
Head Of Customer Experience
Over the last 4 months we have made many changes to the way our support teams work to ensure we are offering the best possible service to our customers.
While some of the changes we are making remain a work in progress, the introduction of a technical support team – to work in conjunction with our dedicated helpdesk – has already shown to be of huge benefit to our customers when they are out in the field and need immediate assistance.
The team – from left to right; Martyn (‘The Chief’), Lewis (the actual chief) and Tom (the protégé) – are currently working on new and improved installation and ‘how to’ guides that will further help to ensure our devices are in place and making a difference as soon as possible.
The introduction of contactless card readers alone has shown an average increase in sales for our customers of 32%, add to that the invaluable insight our telemetry devices can make to the operational running of your businesses and… well, the opportunities to improve efficiency and reduce running costs here are endless!
While the Tech Team work hard to ensure our customers start to see the benefits of these changes, the wider team are also working to improve resolution times of the non-hardware related requests we receive. The first stage of which is the introduction of a new and improved Service Charter; the Service Charter was born from a team building day in April, during which the entire Smart Machines Support team committed to improving the services we provide our customers… watch this space!