Continuing to Invest in Client Support Services with Fantastic Results
December 4, 2023
Over the last few years Reliance Protect have restructured our service delivery model and continue to invest in our systems and resources to better support our customers. Providing you with the assurance that the service we deliver is continuously monitored, measured and improved.
From a systems perspective we launched our new customer portal, Focus, early in 2019 and are rolling this out to all existing customers. Focus enables customers to have full administration control over the contract – from adding, moving, archiving users, redeploying devices, updating escalation contact details plus much more, with all changes updating effectively in real time. We are currently in the process of launching the next phase of Focus, a powerful management information tool that enables customers to view data in real time around device usage and alarms, in various charts, graphs and tables, with full exporting capabilities and report scheduler to generate any reports automatically. Stay tuned for more information here.
From a people perspective we created a new Key Account Manager (KAM) role back in late 2017 and since then we have expanded that team. Earlier this year we also made a change to the Account Development Manager (ADM) role, so this team is now solely focussed on existing customers. The ADMs work strategically with key customer contract management staff, and then the KAMs support this central work focussing on customer engagement at a regional and local team level. Many of our clients are large organisations and really value the support we provide at that this regional and local level. The aim of both roles is to take a proactive approach to ensure customers maximise their usage of our lone worker services through a range of strategies and initiatives continuously developed with our customers. This results in a strong overall team with extensive knowledge and experience of varied aspects of lone worker service provision.
We believe we have led the industry for several years now in the usage and adoption levels seen by our customers compared with others. This approach builds on this and is yielding great results when it comes to customer engagement and increases in usage of our devices and service. Over 12 months, our customers typically see device usage increase up to 50%, many starting from an already strong base usage level too.
All members of our team are dedicated and strive to provide the highest levels of customer service, support and customer satisfaction. So, for any organisation out there with alternative lone working solutions that have unsatisfactory adoption of devices and device usage rates, put us to the test and contact us for more information on how we can help you.