Customer Success and the Resolution Way
Guernsey Managing Director, Steve Brehaut, explores the pillars of customer success and the importance of going above and beyond for your clients.
The customer success model we foster at Resolution IT is nothing new, but there are certain distinctions within the way we work that set us apart. For us, customer success is the combination of certain values, shared throughout the business. In this article, I’ll describe each one and explain how it impacts our way of working.
Customer Service at the Heart of Our Business
From the very beginning of Resolution IT’s journey, we were determined to provide IT support that was accessible, consistent, and delivered with the customer in mind. The IT industry had a certain reputation and we were used to hearing grumblings of poor customer service, inconsistent service delivery, and a lack of innovation. These issues result in many organisations being hampered with legacy IT and outdated solutions that aren’t equipped to handle their growth, as well as frustrated and dissatisfied staff that are wasting time with inefficient and temperamental software.
From our perspective, consumers should be front of mind right from the development of your product or service, through to service delivery and ongoing support. And this is what we set out to do with Resolution IT.
There for You Through Thick and Thin
We consider ourselves an IT partner, rather than just a provider. We work closely with our clients to understand their businesses and propose solutions that are specific to their needs. We also develop custom account plans to help our clients achieve their future goals. This approach has given us a deep understanding of our clients’ industries, and in turn has enabled us to evolve our services to better suit our target audiences.
Open and Honest
Being open and honest with our clients is very important to us. We provide full transparency into our performance with live dashboards, regular reporting and visibility into client feedback.
Naturally, there will be times when things don’t go to plan, and as with any business, mistakes are inevitable. When this happens, it’s important to act with integrity, follow our values and focus on how we’re going to make things right. One of the biggest lessons we’ve learned throughout the 16 years of Resolution IT is that it’s not the mistakes that count, but how you deal with them afterwards. Our clients often commend our transparency in these situations, and it’s helped us remediate any issues swiftly and learn from our mistakes.
Continuous improvement is all about being the best we can be, learning from mistakes, and developing our services in line with our client’s requirements. From the customer’s perspective, we also strive to improve their own organisations with technology that increases their productivity, strengthens security, and helps move their business forward.
We regularly send out feedback requests to learn about our clients’ experiences with our team and products, at all levels of the business and throughout the relationship. This feedback is reviewed on a weekly basis to ensure we improve our services accordingly and plug any gaps. It’s important to us to understand the experience our clients are getting from our business as a whole, as well from individual projects. Another benefit to feedback is the recognition it gives outstanding members of our team, who are celebrated each week in the company meeting.
Above and Beyond
At Resolution IT, we foster a shared understanding that we’ll try our best in any situation and go the extra mile for our clients. Going above and beyond as standard practice, rather than in exceptional circumstances, is what sets us apart.
Whatever our clients need, we’ll do our utmost to get it over the line. Whether it’s working through the night to get a system back online, migrating entire systems over a weekend, being on call for critical issues in the middle of the night, reacting quickly to attempted cyber breaches or delivering projects on short notice, with minimal disruption to the business, we’ll do our best in every situation. Everyone takes pride in their role and works to support our clients to the best of their ability.