SOURCE: Do IT Smarter

September 13, 2007 09:21 ET

Do IT Smarter Achieves High Levels of Customer Satisfaction According to HDI Customer Satisfaction Index

SAN DIEGO, CA--(Marketwire - September 13, 2007) - Do IT Smarter, a provider of outsourced managed services to small VARs, today announced that according to data collected via its participation in the HDI Customer Satisfaction Index, (http://www.thinkhdi.com/resources/customersatisfaction/), Do IT Smarter has achieved impressively high levels of customer satisfaction. The HDI Customer Satisfaction Index Service is a user-friendly, secure, web based system that automatically sends survey questionnaires to customers who have recently contacted the subscribing company's technical support center. Do IT Smarter customers receive the survey whenever a support ticket is closed, with no one customer receiving the survey more than once in a 30-day period. Support centers are evaluated on:

--  Courtesy of the analyst
--  Technical skills/knowledge of the analyst
--  Timeliness of the service provided
--  Quality of the service provided
--  Overall service experience
    

A text box for customer comments is also available to provide instant feedback on customer issues. The service allows participating companies to compare their performance with other support centers based on:

--  Country
--  Industry vertical
--  Size of the participants' user community
--  Type of support delivered (internal, external, blended)
--  In-house support organizations and outsourcers
    

Do IT Smarter's use of the HDI Customer Satisfaction Index service demonstrates its on-going commitment to superior client support.

"Enterprise customers seeking help desk support view customer satisfaction reports as a standard benchmark for performance," said Don Begg, CEO of Do IT Smarter. "We know this will become even more critical as we continue to add employees to support our channel partner's customers."

"In comparison to others in our industry, we consistently scored 2-4 percentage points higher across the board," Begg said. "This is critical since customer satisfaction is an important metric to truly differentiate our help desk services. Comparing ourselves with those that have already sought best-practice service delivery through a recognized organization like the Help Desk Institute gives us an opportunity to demonstrate how well we compare with the best of the best."

"The HDI Customer Satisfaction Index Service provides companies like Do IT Smarter with a definitive answer to the question, How do customers and users of technical support really feel about the service being provided?" said Rich Hand, HDI executive director of membership. "Because HDI is a third party collecting the satisfaction data, customers are more comfortable to respond and respond honestly. This leads to reliable customer satisfaction data and reports that are useful to the company for benchmarking and strategic planning."

About HDI's Customer Satisfaction Index Service

HDI (http://www.thinkhdi.com), the world's largest membership association for IT service and support professionals and the certification body for the industry, launched the HDI Customer Satisfaction Index in 2005. The HDI Customer Satisfaction Index service is a user-friendly, secure, web based system that automatically sends survey questionnaires to customers who have recently contacted the subscribing company's support center. The service works seamlessly with most existing call tracking systems, does not require any HDI software, and runs on an SSL server. Subscribers can measure their support centers' performance against their established goals, others in the service and support field, as well as companies in a specific industry. More than forty global IT service and support experts consulted with HDI to build the Customer Satisfaction Index service and the associated standardized questions. For more information, visit http://www.thinkhdi.com/resources/customersatisfaction/

About Do IT Smarter

Based in San Diego, Calif., Do IT Smarter offers technical expertise and sales and marketing support to VARs across the country that are interested in switching their business from the reactive, break-fix mode of IT support to the lucrative and emerging managed service model. Shortly after Do IT Smarter's inception, the company began providing managed services to small and medium businesses throughout San Diego County. In 2005, with the managed service market booming, Do IT Smarter went national to extend their reach with VARs selling managed services. Visit www.doitsmarter.com.

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