Valicom Reports a Continued Increase in Customer Satisfaction Scores

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With the close of the first quarter of 2010, Valicom’s telecom audit teams are consistently delivering rewarding client experiences, earning them a record 3.79 client satisfaction score. The score is based on a four-point scale, with 4.0 being the best. The company has been measuring client feedback in eight areas since 1999, including professionalism, overall expectation, communication, quality and accuracy, understanding client needs, responsiveness, meeting deadlines, and overall value.

The recent rough economic climate has made the task of telecom management all the more critical. For Valicom to support their offerings with excellence in client service only increases the impact they have for their clients.

With the close of the first quarter of 2010, Valicom’s telecom audit teams are consistently delivering rewarding client experiences, earning them a record 3.79 client satisfaction score. The score is based on a four-point scale, with 4.0 being the best. The company has been measuring client feedback in eight areas since 1999, including professionalism, overall expectation, communication, quality and accuracy, understanding client needs, responsiveness, meeting deadlines, and overall value.

This uptick in client satisfaction illustrates the increased value Valicom’s clients place on the cost-savings offered through telecom expense management. The recent rough economic climate has made the task of reducing waste, finding and correcting invoice errors or over-expenditures, and managing everything from usage reporting to vendor relationships all the more critical. For Valicom to support these offerings with excellence in client service only increases the impact they have for their clients. When stress in the office can be at its peak, having that helping hand there can make all the difference. Sandy Thompson, a Project Manager at Valicom, relates a recent experience that illustrates the level of commitment she has for her clients.

“Sitting at a stop sign on my way to work the other morning, I received an email on my Blackberry from a client at a large Broadcasting company. She simply asked for a copy of an invoice. Most recipients of the email might simply honor the request and send the invoice back to her. Not me. The request nagged at me the rest of the way to work. WHY did she want a copy of the invoice? I felt like I was missing something; a larger opportunity to help. So I called my client when I arrived at work and sure enough - there was a great deal more to the story. What she really needed was some reporting for a project she had been given only a week to finish. I could tell she dreaded the data compilation that would take her and her co-worker hours to do. So after I hung up, I logged in to our Clearview Telecom auditing software, and within minutes, pulled the data she needed to finish her project. I'm always thrilled when I am giving the opportunity to really get to the heart of a client's issue and provide a same-day solution, but the best part was her response when she received the reporting from me - "Oh my gosh, you just saved us at least five hours of work!"

Stories like this, repeated every day with little fanfare, are what continue to raise Valicom’s client service scores, quarter after quarter. And as Valicom offers guaranteed telecom expense reduction to clients, it makes their telecom expense management service a no-risk opportunity to find savings. With bottom lines still being impacted by the instabilities in today’s business world, finding cost-effective ways to reduce spending on telecom is a fast-growing need, even for small to mid-sized businesses. Valicom offers validation of and control over telecom costs including voice, data, and wireless communications, with services including telecom audit, call accounting, RFP, invoice process, invoice payment, test calls and contract negotiations. They also recently launched their successful telecom expense management software Clearview as a service (SaaS), offering a new lower-cost tool in the arsenal of telecom expense management.

For more information on client satisfaction, please contact Jeff Poirior, Chief Operating Officer / Chief Technology Officer, at (800) 467-7226. If you are interested in exploring telecom expense management options for your organization, please contact Scott Matchette, business development executive, at (800) 467-7226. We also invite you to visit Valicom online at http://www.valicomcorp.com or learn more about telecom expense management at blog.valicomcorp.com. Request a demo of Clearview today!

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