Our customers had told us they’d like to have someone who is familiar with all aspects of their account. That would speed the process of getting answers and follow-up because that person would already know them and their history. We liked the idea too, so we put it in place.
What excites me about this is that our customers say they love this! Once they come on board through one of our sales people, they’re connected with a CEM who can help them whenever needed. That person will follow the question or issue all the way through to resolution. There is no running around to find an answer. We do all the running around for you.
Every one of our team members delights in hearing customers say we made their life easier—we clarified, for example, an invoice or expedited the arrival of a service team. We’re really happy when you’re happy!
This dedication to problem-solving is why we empower our people to make decisions on their own. Our team members—both on the phone and in the field—are given the freedom to act as if they were the president of Zedi when it comes to taking care of our customers. They don’t have to wait for a meeting in Houston (where we do have a regional office) or anywhere else.
They see the issue, they see how to fix it, they’re able to get you what you need.
Now if you want to revisit something with one of our field service people, that’s great, too. Sometimes it’s faster to talk directly to the person who did the repair or installation. We’re cool with that.
We may be in 19 different cities throughout the United States but we really want you to feel like you’re calling a neighbor or a friend—or a business partner. Let us be part of your success story.
When you sign up with Zedi, we’ll give you a welcome packet with the name and direct phone number of your CEM person, your sales person, a product manager, the General Manager for your region—and me. You’ll know you’re surrounded by people who care about you and give you top priority. There is a whole team ready to provide the service you need.
I’ve been in the service business for many years, and I am so excited to be moving into 2018 with this CEM team. They are ready and can’t wait to hear from you!