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Customer Support Doesn’t Have To Be So Hard

December 1, 2010

A recent Harvard Business Review article advises, “Stop trying to delight your customers.” The piece goes on to state, “what customers want (but rarely get) is just a satisfactory solution to their service issue.” I highly recommend the article for its insight on the “loyalty eroding problems” customers suffer and for the introduction of a new metric: the Customer Effort Score (CES).

A guiding principal for what we do at Kronos is, “Workforce Management Doesn’t Have To Be So Hard,” and it applies to both our products and services. One of the fundamental drivers of our customer loyalty is our customer support. This year Kronos won the Omega NorthFace Award for excellence in customer satisfaction for the 10th consecutive year! How’d we do it? Our team simply does the hard work day in and day out to provide satisfactory solutions to our customer’s services issues.

A good example is Wexford Health Sources. They manage their workforce using our scheduling, timekeeping, HR and payroll solutions. Wexford uses our hosted solution and Kronos Managed Services to save $275,000 annually, but they also cite our basic support as a key to their success. Again, our Kronos Global Support provides Wexford Health fast answers to questions and helps them resolve situations more easily.

Tina McGahey, Wexford’s director of HRIS Payroll and Compensation describes the support experience:

“The technical staff that Kronos has is one of the best that I’ve ever dealt with in solving issues, both technically and functionally. That’s something that we couldn’t put a price tag on, that we couldn’t get in house. Things that take Kronos 5 to 10 minutes or even a day to turn around I suspect would take a single person weeks to turn around here, which is a luxury we can’t afford.”

Like the HBR article suggests, simply being responsive to customers and making it easy for them to solve their problems delivers the continuous value that strengthens relationship and drives customer loyalty.

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