Customer focus is a winning formula for accessplanit

Lancaster-based training management software house, accessplanit are delighted to announce that it has achieved the Customer Service Excellence (CSE) Award.

The award recognises organisations that provide first-rate customer service and provides a tool for driving customer-focused improvements.

The assessment report said: "Feedback to the assessor includes complimentary comments on levels of support and engagement. The helpdesk team provides a valued service for customers who report that staff are helpful, reliable, knowledgeable and polite.

"The organisation goes to extraordinary lengths to agree with customers what they can expect and they continue to adapt service delivery so that outcomes are positive for them, resulting in a Compliance Plus rating."

Dave Evans, managing director of accessplanit, said: "The assessor recognised the commitment and effort put in by every member of the team to continually improve customer service. It is a great result and driver for us moving forward to build upon our existing customer success strategy and driving success model.

"A tremendous amount of work commenced in 2014 to standardise processes, monitor results against targets and make continual changes to improve. Every member of the team is focused on service improvement, and we have proved this first with ISO 9001, and now with this fantastic result following CSE assessment."

The award is made up of 57 elements in five criterion: customer insight, the culture of the organisation, information and access, delivery and timeliness and quality of service. The Customer Service Excellence Award is presented to organisations that can demonstrate 80 per cent compliance to the elements and accessplanit were found to be compliant in 91 per cent of the elements and received Compliance Plus in three areas:

• Having an in-depth understanding of the characteristics of our current and potential customer groups. • Having insight about our customer groups to better understand their needs and preferences. • Delivering the service we promise to individual customers and ensuring the outcomes are positive for the majority of our customers. The Customer Service Excellence Award follows closely behind the company’s implementation of ISO 9001:2008 earlier this year.