One thing always leads to another. It started with Norana Johar, our FingerTec Senior Marketing Manager who wanted to conduct a simple Reseller Survey from what she had learned after attending a marketing seminar.
Anything good for FingerTec always gets a green light. Our findings were eventually published in our last month’s newsletter issue.
But the story did not end there.
There was one feedback from a reseller in Latin America that particularly bothered us. He said he was happy with our prompt reply within 24 hours, but sometimes realtime handholding supports through Skype or MSN is important to solve certain technical problems. With a different time zone of 11 hours, he has never had the chance to enjoy a virtual face-to-face support.
So, we retrieved all the necessary data from our CRM system, and analyzed the support pattern, and eventually found out that the inbound emails from 6pm-10pm are quite significant in quantity; and approximately 40% of inbound mails are received throughout the non-office hours and 17% throughout the entire day.
We concluded that by extending our support hours until 10 pm, we could provide longer and prompter support to customers in the Middle East and Europe during their office hours, and this could also cover at least a few valuable morning hours for North and South America customers after they step into their offices. With an increasing number of customers around the world, the decision is timely.
This is one of the good news’ published in our newsletter this month. And we have already put it into action since the 1st of September 2010.
One thing leads to another, this time, I am glad that we have again improved our support system to better serve a vast growing customer base.
by Teh Hon Seng, CEO, FingerTec HQ