The quest for an ‘ever-better customer experience’ continues at Endurance Doors with the introduction of Amicus, a new automated ticketing system designed to improve the flow of information to and from Endurance’s Installer Partners.
The investment in Amicus is part of a wider programme of new IT infrastructure, implemented by Endurance to help streamline the whole customer query process. The ticketing system will also ensure that all communications are fully traceable and trackable.
Any customer query that’s raised online will be followed by the receipt of a formal acknowledgement within minutes and subsequently a member of the customer care team appointed to that ticket within Amicus. Early beta testing of this software has shown that it speeds up communications between Endurance and its Installer Partners significantly, allowing for staff absences and holidays which, Endurance says, can hamper the traditional operations of a customer care team.
The new software also forms part of Endurance’s efforts to build a ‘world-class customer care programme’, as Kayleigh Startup, customer relationships manager at Endurance Doors, explained: “The Amicus ticketing system is part of a wider investment programme that’s been partly driven by customer demand, through important feedback that we’ve taken on board. We’ve got a thirst to be the very best at what we do, not just in terms of producing an outstanding composite door, but in every other way that we engage with our Installer Partners.”
Stephen Nadin, managing director of Endurance Doors added: “After much testing, I’m delighted to introduce our latest service initiative so that our Installer Partners can access the Amicus ticketing system 24-hours-a-day and seven-days-a-week, whilst also helping us to improve in other ways across the business. Data is now very much part of the way in which this business will evolve, yet without ignoring the human touch which helps makes this business so special.”