SOURCE: ACOM Solutions

ACOM Solutions

January 04, 2011 11:17 ET

Pursuit of Perfection Pays Off in 100 Percent Satisfaction With ACOM IBM iTechnical Support Team Performance

DULUTH, GA--(Marketwire - January 4, 2011) - The ACOM Solutions, Inc. iSeries/System iTechnical support team consistently scores in the high 90th percentile in its customer satisfaction surveys, but when it hit 100 percent in fielding 396 support queries in November 2010, the team felt an exceptional and justified sense of pride, according to Director of Operations Brenda Bush.

Led by Technical Support Supervisor Artie Blackburn, the team never scored lower than 96 percent during calendar year 2010, Bush said, handling as few as 344 calls in September to as many as 465 in October. Totals for those two months' results yielded a 99 percent satisfaction level.

"Our surveys grade the technical support representatives; we all have high expectations," Blackburn said. "When we experience just 97 percent, we try to figure out what went wrong. The surveys deal with four key areas: professional knowledge, promptness of response, suitability of answers and overall satisfaction. Our team is very professional, but when dealing with expectations, things can become very subjective. Sometimes, it's about the hardware, or there is no clear direct fix. Even if it is not our area, we provide as much expertise as we can. Regardless of the source of the problem, we give it 100 percent of our attention."

Product knowledge is fundamental to doing the job well, Blackburn noted, given that the team can be challenged with situations involving as many as 18 different products on a given day. These can include the EZeDocs System idocument/forms processing and EZPayManager payment solutions, an extensive suite of add-on modules, and the companion EZContentManager document management solution, a web-based system that runs in the Microsoft Windows environment.

Blackburn said that prior to making a technical support call users should determine the version of the software, whether anything has changed, and whether they previously experienced any functionality issues. He also noted that the ACOM website features an extensive list of frequently asked questions as an excellent first resource in many situations.

About ACOM Solutions, Inc.
For over 27 years, ACOM has been automating document and payment processes for more than 4,000 organizations, across all industries. ACOM's solutions integrate with any financial/ERP system to extend their capabilities to decrease an organization's costs and dramatically improve efficiency by automating their paper-based processes. For more information, call 800-699-5758, email sales@acom.com, or visit http://www.acom.com.