Emily,
I’m sure by now, you have spoken to Karen Kuzanek, VinCare Manager to better understand the learning opportunities you have identified in you post. I just wanted to let you know that Customer Care is of great importance to us. Over the last year, our VinCare staff has grown at a faster rate than any other department. We understand that our success is directly related to the satisfaction of dealers with the assistance and service that they receive. To address the level of service, we have several initiatives that are designed to improve our clients support experience. Among those are:
· Testing and certifications to help ensure the support staff is knowledgeable and up to date on system functionality.
· 2 person integrity on confirmation of case resolution.
· Weekly formal training sessions.
· Monitored phone communications.
Additionally, we continue to enhance the software tools that the support department uses to diagnose and troubleshoot issues.
· Diagnostics pages for the application that identifies settings that are missing or in conflict.
· Customer facing visibility of the ticketing system. (Note: With the release of portal access, we no longer support chat communications.)
I know that there have been anomalies that have adversely affected our level of service, especially related to the phone system. Those have to be eliminated, and will be. But it is notable to mention that VinCare does successfully handle approximately 300 calls per day with an average queue hold time just over 1 minute.
Ensuring that dealers receive quality service is the highest priority that we have. We continue to work on our processes and personnel in our efforts to carry our this mission. Thank you for taking the time to give us this feedback, and I look forward to hearing from you as your service experience improves.
Respectfully,
Jim Nelson
VP of Implementation and Support
VinSolutions.com
