Quadrant Software Launches Customer Outreach Initiative
Ongoing Focus on Customers Fosters 100% Customer Satisfaction
MANSFIELD, MA (April 7, 2011) – Quadrant Software, the leader of Electronic Document Distribution (EDD) solutions for the IBM i enterprise, makes customer satisfaction a top priority with the launch of numerous customer outreach programs. Providing exceptional customer service has always been a high priority for the company, but Quadrant's new customer initiatives have taken customer satisfaction to the next level.
Quadrant Software keeps a pulse on customer experiences through a satisfaction survey sent to customers after every tech support call. The company always receives high scores, so 100% customer satisfaction in January 2011 and 99% in February 2011 is typical of past performances. All surveys that do not meet the company's high expectation get escalated to Steve Woodard, Quadrant Software CEO, who follows up personally to resolve the issue.
"With over 3500 customers, many of which are Fortune 1000 companies, we're proud of our customer base and the service that we provide to them," comments Steve Woodard, CEO, Quadrant Software. "The new customer outreach programs have been well received. Customers want to speak up about the company and products and we want to listen."
Quadrant Software held their first customer focus group on April 6th at their headquarters in Mansfield, MA. The goal of the focus group was to garner customer input and ideas with regards to product direction, service, support and overall experience with Quadrant. Customers were very enthusiastic to share their ideas and experiences.
"The focus group was outstanding! I not only learned more about Quadrant's direction and market understanding, but, I was able to speak with other customers which was most enlightening," comments Don Abramson, IT Director, Shemin Nurseries. "We have a great partnership with the company. Everyone from tech support to the developers have helped us complete many beneficial, successful projects."
In addition, the company launched a new initiative this year where every Quadrant Software employee reaches out to customers to make sure they are happy with the products and services provided to them. All employees are involved in this initiative whether it be shipping, administration, or the CEO.
"Our main focus has always been 100% customer satisfaction. To do this, we often go the extra mile. We offer 24×7 support. 98% of our calls are closed within two days of when the ticket was opened and it is our goal to provide customers a call back within one hour of calling into tech support," says Deb Walsh, Technical Support Manager, Quadrant Software. "Many employees on our team have been with the company for over 15 years which is why they are extremely knowledgeable and able to diagnose issues quickly and accurately."
About Quadrant Software:
Quadrant Software, an IBM Business Partner, is the leading supplier of Electronic Document Distribution (EDD) solutions for the iSeries enterprise. Through EDD, companies electronically create and manage mission critical documents that are delivered via print, fax or email to reduce expenses, increase productivity and improve communication. Quadrant Software's award-winning solutions are installed around the globe at some of the world's largest companies in numerous vertical markets. For more information on Quadrant Software and its EDD solutions visit us online, www.quadrantsoftware.com or call 800-258-3399/508-594-2700 or email firstname.lastname@example.org .