Client Services: Standing by to deliver outstanding service whenever needed.
Our people are at the heart of our business. Don’t get us wrong, we’re very proud of our technological achievements and the innovative software and products we’ve created for the automotive industry. But that’s not who we are. We’re not just a collective of (impressive as they are) commodities. Quite simply, we’re problem solvers. Whether it’s reinventing how retailers sell vehicles online, developing brand new visualisation tools, or keeping our client websites up and running – we’re identifying a need and providing a solution. Even when things go wrong (as it does at some point for all involved in technology and web services), we’re there to help and put things right as soon as we can.
A few weeks ago, as the “beast from the east” and Storm Emma hit businesses across the UK, including ours, our Client Services team stepped up to the challenge of making sure we were still there when our clients needed us. And when NetDirector® experienced a difficult 24 hours last week as new services were integrated, our people were on the line, ready to help.
As promised, it’s now time to introduce you to the team and some of their work.
The Client Services team is headed up by Lauren Ambrose, our Client Services Director. The team has been built from the ground up, and it was always important to her that it was made up of experienced, passionate people. That’s why, as well as backgrounds in digital and account management, you’ll also find automotive marketing experience, including a team member who worked in sales for a large motorcycle dealer. As a result, we have a broad wealth of people and personalities making up the team. And over the next few weeks, we’ll be introducing you to several of those individuals, so watch this space.
And personality is important. We take great care in matching team members to our clients, making sure their experience and character are complimentary to the client’s needs. As we’ve already said, we know things go wrong sometimes. The important thing is how quickly we put things right, and how we safeguard against it happening again. Or, as perhaps the greatest Porsche advert ever once said…nobody’s perfect.
But that doesn’t stop us trying. Vince Lombardi, (considered by many to be the greatest coach in the history of American football) said: “Perfection is not attainable, but if we chase perfection, we can achieve excellence”.
And we do chase perfection. We feel this contributed significantly to Client Services reaching a milestone they had aimed for from the start in 2017. They achieved a 100% satisfaction rate in our monthly customer satisfaction surveys. Having made the grade in March, they went on to repeat it on May, July, and October. That means for a third of the year, we maintained a level of extraordinary excellence.
Split into first-line and second-line support, our Client Services team are committed to working around the usual hours of the automotive retail industry. That’s why we’re on hand from 7am – 7pm during the week, and from 7am – 3.30pm at the weekend. You can even get in touch 24/7 via the My NetDirector® app. We also offer direct Live Chat, giving you instant access to a dedicated team member.
Time really is money in the automotive industry, which is why we commit to a two-hour response when you first register a request with us. And there’s even an online help centre, allowing you to log into a real-time status report and monitor all your requests, whether they are pending, in progress, or resolved. And, as you might expect from digital specialists of award-winning media and technology, we also offer online video tutorials and training guides, which again can be found in the help centre.
Ultimately, we’ve developed and grown our Client Services team to make sure that wherever and whenever you need us, we’ll make the right person and the right resources available to you.