Does your support team respond in "your" time?
“Business survival and prosperity in this economy rests on how well we take care of our clients,” Withem believes. “From the top down, we at Sundance strive to meet and exceed all of our customers’ expectations in safety service software and support.”
Customer service, as in “truly serving” customers, is a key ingredient to business survival in the coming decade, according to “The 10 Customer Service Trends for 2010” as published on the Small Business Trends website, “more and more American companies who outsourced their customer service will bring that function back home either by hiring a domestic company or bringing it in house. The ‘we can outsource this customer service thing’ has hurt companies like Dell and Capital One.”
Fortunately for Safety Services in Northeast Ohio, Sundance Systems Inc. has always maintained that customer satisfaction in product and support is their company’s number one goal, according to Dennis Withem, president. “Building long term relationships is fundamental to our mission statement at Sundance. Law enforcement personnel need fast and efficient service when issues arise. Policemen, firemen and dispatchers have to be able to rely on their software support team. That is why Sundance promises a 4 hour window of response time after being alerted to a problem via phone or the web,” Withem states.
The 12 year old software company provides a “live person” response over the phone 24/7 for support customers, according to Withem. Customers will be automatically directed to a customer contact person after regular business hours that will relay messages to ‘on call’ engineers for prompt response.
“Other vendors may need a day or two to respond to client issues, but we find that unacceptable,” Withem said. “All of our employees realize the importance of maintaining the vital service we provide to safety departments and are authorized to act accordingly.”
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