2. Account Management Methodology

In alignment with a client's customer care initiatives:

• Average response time and breakdown time standards are established.
• Business practices pertaining to installation, training and support are established.
• Various customer contact programs to initiate repeat orders will be taken-up.
• Activity and sales targets for each account are derived and documented.
• Technology and tools to activate the support process are discussed for continuous improvement.
• Customer satisfaction surveys are designed and implemented as per pre-defined time frames.
• Reports pertaining to customer satisfaction are automatically generated.
• Expiry of contracts are automatically tracked.

In the event of Support delays automated escalation mails and alarms will be generated.