Investor in Customers award us top 3-star accreditation for ‘Exceptional’ customer service levels.
We are pleased to announce that here at RAM Tracking, we have been identified as the only GPS Tracking software provider to secure a three star ‘Exceptional’ rating in customer service from the UK’s leading independent accessor Investor In Customers (IIC).
Our customers and employees very much fuel our innovation; the survey gave us the transparency to not only meet, but delight our customers. In just 6 months, we have implemented various processes directly from the feedback we received from the IIC survey, some of these include:
- Improved customer adoption – at point of sale we actively identify the features of the system that will help our customers. Our dedicated after-sales team proactively call them to train them on the features they’re not using. Helping our customers to maximise their system.
- Customer health scores – Customers are given a ‘health score’ which is based on their satisfaction levels, customers with a below average score will be contacted by our dedicated after-sales team to ensure they are making the most out of all the benefits available to them.
- Investments into new technologies – new apps have been launched and free software enhancements to boost fleet productivity.
Danny Pickering, Director at Smile Customer Experience Ltd, who conducted the survey on behalf of IIC, said “RAM Tracking fully embraced the challenge to turn its two stars into three and its quick, six-month turnaround was an outstanding achievement. It was a real team effort – everyone from the sales and customer success teams to the software developers were on board – and their collaborative performance is what ensured they got the top result”.
Within months of the first survey we introduced a series of employee benefits directly from feedback we received, such as increased holiday allowance, loyalty plans and improved bonus and commission plans. We have also invested in an 18.5% increase in headcount to support our rapid growth plans and allow even more capacity to service and delight our customers.
Chris McClellan, CEO at RAM Tracking, said: “Whilst receiving a two-star rating earlier this year from IIC is a superb achievement, this year we wanted to secure the highest possible accreditation. Our employees and customers are at the heart of everything we do and by engaging with IIC, it allows them to have a direct voice within our business to help shape the future of our products and processes.
The introduction of customer forums is aiding the continual development of the RAM Tracking service, by ensuring that access to feedback remains at the core of the business.
See below some of the positive comments from our customers and staff on their overall satisfaction of their RAM Tracking experience...