In order to provide good customer service in terms of technical support and maintenance Elinar monitors customer satisfaction annually.
The last survey was done at the end of the last year. During 2017 support and maintenance services have improved a lot according to majority of customers.
At the beginning of the last year the new Services unit was established. This way Elinar could ensure sufficient resources for the support and maintenance. This again in turn improved the customer service.
– Our aim is to open a support or maintenance ticket in our system within 30 minutes from the customer message, explains customer service officer Miia Sysilahti.
Company experts have also better understanding on that regular reporting is important for the customers. Thus reporting is made along the way of dealing with the service ticket.
The survey showed that all the nine categories monitored were improved: For example personnel’s attitude, reporting, response time and system reliability.
– The improved customer satisfaction is the sum of improvement in all these categories. This would not have been possible without the consistent work we’ve been doing to improve our service, tells Miia.