Diversified’s Two-Tiered Customer Care System Covers All Aspects of Account Management
With its new Field Management Structure and 24/7 Field Help Desk, the
Company is able to focus on all areas of service delivery
TAMPA, Fla.–(BUSINESS WIRE)–In order to provide customers exceptional service and meet customer
needs quickly, Diversified Maintenance employs a two-tiered approach
within its Customer Care framework. This involves giving customers
on-ground support through a consistent field structure and 24/7 access
to trained representatives at Diversified’s Field Help Desk.
The Field Teams and the 24/7 Field Help Desk allows for increased
effectiveness and focused service delivery through a streamlined process.
The first tier encompasses of the Field Management Team who work
directly with customers to identify brand standards and expectations,
provide quality assurance audits, resolve service issues, and provide
customized training to the cleaning crew. The Field Managers also
address any gaps in service through real-time KPI checks that are
geo-stamped and communicated to multiple stakeholders immediately. The
second tier forms the Field Help Desk where trained professionals are
available around the clock to attend to customer needs. Their focus is
to provide assistance to Field Managers present on-site so that they may
take care of issues related to either attendance, scheduling or other
aspects of service delivery. Both tiers work hand in hand to resolve
service issues as well as ensure service quality.
All customers also have a dedicated Corporate Account Manager who is
responsible for all service management accountability; from overseeing
Key Performance Indicators to ensuring service level agreements are met.
The Corporate Account Manager also directs process enhancements such as
cost-saving measures and the implementation of new ideas and methods.
“As true partners, we ensure our customer’s satisfaction on all levels.
Our Customer Care and Account Management teams forms a clear line of
communication while building relationships with customers on corporate
and site levels based upon trust and reliability.” said Bob Duncan,
Chief Operations Office at Diversified Maintenance.
About Diversified Maintenance
Diversified Maintenance has been providing client-focused, quality
maintenance solutions to facilities across the United States for over 40
years. For more information, visit www.diversifiedm.com
Contacts
Maheen Zaidi—VP, Marketing at mzaidi@diversifiedM.com