How we work to help you.
“Exceeding your expectations”; its an easy thing to say, but how do we achieve it? The answer lies in focusing on what is important to you the customer, and empowering our staff to achieve it.
EvEnt entrusts the responsibility for customer-care to our engineers, as they are best placed to assess and provide support to our customers at the point of need.
The Engineers have a very clear remit, which is to meet or exceed the service level for the customer.
In addition to in-house training and their considerable experience, our engineers have a number of tools to draw upon, including remote access support, pre-emptive loan equipment, on-site parts provision or the dispatch of Field Service Engineers.
The Technical Support engineers are tasked with finding the best "Service Solution" for the customer, in other words, what is in the best interests of the customer.
The "Service Solution" is defined as being
“The most expedient way of getting the end-user, or their workgroup, productive again.”
Once the best “Service Solution” has been determined, the engineer has the authority to arrange and manage the solution, usually from start to finish.
This delegation of responsibility means that the person with the most accurate information is the same one authorised to manage the most appropriate solution in the most expedient way.
Unique amongst our competitors, our engineers are also given managerial training that enables them to make decisions without having to resort to the management for a decision.
In addition, every engineer is given a certain spending authority to enable them to purchase additional resources should they deem it necessary to ensure that our contractual obligations to you are met.
This is available to them irrespective of managerial input and is based upon customer need.
More succinctly, if a customer has not bought the level of cover necessary to provide us with the tools for the most expedient Service Solution, the engineers themselves have the authority and discretion to temporarily uplift that customers’ package to enable a swift resolution to their problems.
The company management encourages the engineers by allowing them to operate within a no-blame culture. By empowering our support staff, the company can effectively delegate responsibility for customer care to these engineers.
This way EvEnt can guarantee their focus on exceeding your expectations.
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