Arkom Limited have continued their successful year by winning the accolade of 'Best Customer Care Online', in the Yorkshire and Humberside Business Link E-Commerce Awards, 2005.
Announced on 9th September at the KC stadium in Hull, Arkom Limited picked up the award for their online 'Supportal' a unique system which allows their clients to notify the internet specialist about problems or amends to their site.
The 'Supportal' formalises the booking-in of jobs, removing the propensity for human error and giving clients confidence that their requests will be fulfilled within the agreed timeframe.
The 'Supportal' system was developed as part of Arkom Limited´s routine scrutiny into customer excellence and improving levels of service, they felt it was time to take a fresh look at their operating procedures and see if there was room for improvement. Although Arkom Limited had a number of customer focused initiatives in place when building new websites and systems, similar procedures had not yet been applied to after sales or ongoing support. Once they started to look at the best solution to this problem they realised they had an opportunity to develop a system which improved the efficiency of all at Arkom Limited and offered extra benefits to both technical staff and clients.
Operations Director, Craig Dall explains: - “In the 'Supportal' we are giving clients an assurance that each time they log a small job online it will be actioned within the agreed time frame. It gives them an accountable record of when the issue was raised and, within that, a promise of when it will be resolved. This is another demonstration of our commitment to customer care, ensuring our after sales and ongoing care is of an equal standard to our high quality project builds. 2005 has been an exceptional year for us so far. We are currently going through an unprecedented growth period and are developing an exciting new identity to take us into the future. We work with an array of small, medium and large company´s, and this award is just the icing on the cake that tells us we are doing things right.”
In addition to formalising the amendment and aftercare procedures, the 'Supportal' has also enabled Arkom Limited to pass on considerable savings to the client. Each job booked through the supportal results in a significant 25% reduction in the cost of the work. In addition, management time is reduced channelling the job, as this is now automatically routed to a member of the technical team who will resolve it.
Craig sums up their achievement:- “All too often creative agencies are focussed on fulfilling their clients´ briefs. We believe this award demonstrates what can be achieved if you stand back and take a good look at yourself, all we have done is applied our considerable technical skills to our own business and just look at the results.”