While ECI has always offered technologically advanced products and competitive prices, it has been our commitment to customer service and client retention that has allowed us to grow. This commitment to offer customers experiences that are not just good, but exceptional, is driven by an overall company philosophy that all requests made to ECI will be handled promptly, professionally and personally.
We refer to our customer service methodology as our "Customer for Life" program. This process, which combines a personal touch with advanced technology, has resulted in an overall client retention rate of 98 percent -- significantly higher than the industry average.
Some key components to ECI's Customer for Life Program include:
Personally Answered Phone Calls
We do not use impersonal phone banks or call routing systems. Instead, your call to ECI is answered within four rings by an employee of ECI who is ready to direct your call to the appropriate professional. You do not have to call different numbers for different services; just remember one and ECI will do the rest.
Transition from Implementation to Customer Support
Once your implementation to Empower is complete and we agree that it is now appropriate for the move to ongoing customer support, two things happen. First, you are reacquainted with the customer support personnel who were introduced during the project kickoff, and a dedicated representative is assigned to you. Second, ECI holds an internal meeting to transition all facets of your support, including a discussion of all processes, customizations, personnel and preferences. This process allows you a very stress-free transition and provides the comfort of knowing that if an issue arises, you know exactly whom to contact.
Named Support Representatives
ECI provides each customer with named support representatives and easy methods of contacting them. These representatives become familiar with their clients' accounts, preferences and goals. These representatives are well trained and experienced, offering valuable consultation to our Empower clients.
Experience
Empower support personnel come to ECI from diverse organizations and have years of payroll, benefit, and HR experience. This experience allows for "best practices" to be recommended to clients, and a level of trust that ECI understands our clients' issues, listens to their concerns, and reacts appropriately.
CRM Technology
ECI's Empower staff uses one of the most advanced Customer Relationship Management (CRM) software available, Microsoft CRM. This technology allows ECI to document issues, track resolution and results, recognize trends, and set performance standards. Using this software allows ECI to not just react to, but anticipate customer needs and prevent issues from repeating themselves. The technology is never meant to replace the personal touch that ECI promises. Instead, it only helps to enhance the experience of all customers.
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