97% satisfaction ratings in Q3
The document management specialists, Lindenhouse Software, have improved customer satisfaction for their support response times by a full 7 percentage points with a 97% satisfaction rating in Q3 compared with 90% in Q2. In surveys conducted immediately after a customer service call, 97% of customers surveyed said they were “Satisfied” with response times, which have been halved in the last quarter, while 82% rated their customer experience as excellent.
The improvements are the result of a major initiative introduced in November 2013 to provide an unrivalled support experience for the 2500 plus sites where the electronic document management system, Virtual Cabinet, is installed.
The more streamlined approach to the support process gives customers the option of either logging a call on the Support Centre website, telephoning the manned support lines, contacting an account manager, emailing their query or consulting the comprehensive Knowledge Base, which includes tips and fixes for common issues.
Since its inception in 1998, the company has built a reputation for an unrivalled customer service and its support philosophy is aimed at setting Lindenhouse apart from others in the document management market.
The Lindenhouse ‘Continual Improvement Programme’ has a clear focus on driving satisfaction and ensuring that both customer service and the support infrastructure are robust and able to cope as the customer numbers grow. During the last twelve months, the company has significantly increased market penetration in the accountancy sector, consistently winning new business from Top 100 UK accounting firms, and Virtual Cabinet has been installed in 230 new sites with 4800 new users. This brings the total number of sites to more than 2500 in the UK, Australia and New Zealand.
Jason Ross, Head of Customer Support, Lindenhouse, said: “We have made several changes over the last 12 months, including a restructuring of the team with the recruitment of three new qualified staff and a realignment of processes to improve our response times. The feedback suggests that these have been successful but we know we can still improve. Our values are important to us and we believe these values are the key to our success in delivering the levels of support our customers expect and deserve.”
Recently announced as a finalist for the Practice Software Product of the Year in the British Accountancy Awards 2014, Virtual Cabinet is the preferred document management & portal solution for professional firms that can now process, store, retrieve, update, authorise, sign-off, audit, duplicate, distribute, confirm, and integrate documents, anywhere anytime – all while meeting compliance and governance regulations.