The quest for ever-better customer experience continues at Endurance Doors, with the introduction of Amicus, a new, automated ticketing system, which aims to improve the flow of information to and from Installer Partners. Endurance’s investment in Amicus, which is part of a wider programme of new IT infrastructure, has been implemented to help streamline the customer query process. It is hoped that the ticketing system will ensure that all communications are fully traceable and trackable. The platform is similar to those used by some of the most trusted and respected consumer brands in the UK.
Any customer query raised online will be followed by the receipt of a formal acknowledgement within minutes. Subsequently, a member of the customer care team is appointed to that ticket within Amicus. Early beta testing of this software has shown that it speeds up communications between Endurance and its Installer Partners significantly, without the issues of staff absences and holidays which can hamper the traditional operations of a customer care team.
The move is part of Endurance Doors’ programme to build a world-class customer care programme, as Kayleigh Startup, the business’ customer relationships manager, explained: “The Amicus ticketing system is part of a wider investment programme that’s been partly driven by customer demand, through important feedback that we’ve taken on board. We’ve got a thirst to be the very best at what we do, not just in terms of producing an outstanding composite door, but in every other way that we engage with our Installer Partners.”
Stephen Nadin, managing director of Endurance Doors, added: “After much testing, I’m delighted to introduce our latest service initiative so that our Installer Partners can access the Amicus ticketing system 24 hours a day and seven days a week, whilst also helping us to improve in other ways across the business. Data is now very much part of the way in which this business will evolve, yet without ignoring the human touch which helps makes this business so special.”
For information about the Endurance Solid and Secure composite door range, including the latest colours and finishes, call the sales office on 01652 659 259, visit endurancedoors.co.uk or email marketing@endurancedoors.co.uk. Alternatively, follow @EnduranceDoors on Twitter.
