|
|
|
 |
Clients & Profits News Releases |
|
|
SURVEYS GIVE CLIENTS & PROFITS HELPDESK A EXCEPTIONAL APPROVAL RATING Analysis of year 2000 surveys show 90% of calls to the C&P Helpdesk handled "very well" March 30, 2001 -- OCEANSIDE, CA -- A recent analysis of user satisfaction surveys gave Clients & Profits a 90% approval rating for its customer support. The survey postcards, which are sent every Monday to every 10th caller to the Clients & Profits Helpdesk, asks users to rate how well their recent call was handled. Of the 278 responses in 2000, 90% said their call was handled “very well.” The response rate to the survey postcard was nearly 50%, which represented about 15% of Clients & Profits’ installed base of ad agencies, design firms, and marcom organizations. “Users most often call when they’re under deadline pressure or in other stressful situations,” says Ruth Theodore-Schreiner, Clients & Profits Support Coordinator. “We know they depend on Clients & Profits. We really try to get them the right answer, the right information, or the right solution to their problem so they can get back to work quickly.” With a staff of 16, the Clients & Profits Helpdesk handles over 200 calls, e-mails, and faxes a day, supporting every version of Clients & Profits ever made. The Helpdesk staff, who have varied backgrounds in advertising, accounting, finance, and systems, answers all kinds of questions from users who have different levels of knowledge and experience, from novices to power users. “What the survey results prove to us,” says Mark Robillard, founder of Clients & Profits and the program’s designer,” is that our method of troubleshooting problems that we’ve refined over the last 15 years really works.” The survey postcard asks users to rate how well the Clients & Profits Helpdesk handled their request. The answers include “very well”, “could be better” or “not very helpful.” Only 5% of the surveys indicated that the response could have been better, and less than 2% thought the answer was not very helpful -- well above software industry benchmarks. “I always get wonderful service,” says Scott Potter of Communique Marketing, Richmond, Virginia. Kristi Cooper, office manager for Dallas-based Peterson & Co., agrees. “Every time I call,” she says, “they are ready to help.” Clients & Profits, Inc., founded in 1986, is the leading developer of job tracking and business accounting software for advertising agencies, design firms, and corporate marcom/graphics departments that use Macintosh and Windows. Clients & Profits is the agency management system of choice for thousands of shops worldwide. ### FOR MORE INFORMATION: Contact Judy Hector, Clients & Profits Marketing Manager, at (760) 945-4334 x247 |