Resolving Customer Issues
ASG’s Customer Care Center located within its Maryland headquarters is the nerve center of the operation. The facility is staffed with highly trained customer service agents who specialize in scheduling and tracking service calls, answering security-related inquiries, and resolving account issues around the clock.
“We run disciplined business systems and processes based on best practices to ensure we can meet the needs of our customers in real-time,” says Rose. “Our model is to provide service where a customer can make one call and resolve all issues. From the branch perspective, our goal is to free them from repetitive tasks that can be efficiently centralized, allowing a level of customer service not commonly offered in this industry.”
ASG solicits and depends on customer and branch feedback to continually adjust its delivery so as to improve the customer experience on a continuous basis. To that end, the firm staffs its Outbound Marketing Center in McAllen with a team of specialists who communicate with customers in a number of different areas.
“We make frequent, proactive contact with our client base to ensure we are meeting their expectations and operational requirements,” continues Rose. “For instance, after each completed installation an agent contacts our customer to grade their satisfaction level with our sales representative, technician and the overall installation.”
Those grades are quantified and reported by the branch office. If a branch falls below ASG’s current benchmark or if a significant issue is identified with a particular account, senior management gets involved to ensure long-term corrective measures are put in place. Branches scoring above the targeted level are rewarded and recognized. This process is also used to grade samplings of the company’s regular service calls.
Eye on Balanced Growth
In addition to strong management and first-rate customer service, there are four other key areas ASG has strategically focused on to forge the foundation of its success.
The first is regional density, with more than 90 percent of RMR being within 60 miles of any branch. This concentration provides greater operational leverage and robust internal sales. Next is a sales engine that includes more than 200 associates and helps spur organic growth to complement its acquisition capability. Third is a diverse mix of commercial and residential accounts. Finally, ASG applies a meticulous approach to its acquisitions.
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