ANC Sports Introduces Real-Time Service Updates
View Commercial Integrator's Story on ANC's Real-Time Customer Service
ANC Sports Enterprises has partnered with Zendesk to expand its customer service capabilities to include real-time client updates of each of the company's signage installations.
"ANC has always been committed to customer service," Mark Stross, ANC Sports Chief Technology Officer said in an interview with Commercial Integrator. "Since technology is constantly evolving, technical issues are inevitable. We believe its best to solve the problem with our partners in the most efficient manner, which helps prevent future issues, rather than hide from it."
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| Integrating ANC's technology department and client services, Jen Lopez, Director of Client Services discusses a client's needs with Chief Technology Officer Mark Stross. |
The new web based ANC Help Desk will work in tandem with the company's 24-Hour Toll-Free Hotline which features a combined 50 years of troubleshooting experience, creating an integrated communication system that provides the company's partners with real-time information. This new system ensures ANC's clients are immediately aware of every issue as it occurs, as well as the steps being taken to resolve the problem.
Should hardware or software malfunction, digital signage operators call ANC's Hotline to speak live with a senior technician that specializes in troubleshooting. This dialogue will either immediately resolve the issue, or at the minimum, create a stop gap solution which will ensure the event continues without further interruption.
This communication is immediately documented and distributed to dedicated client contacts in an email ticket through the Zendesk platform. Since some issues cannot be fully resolved without further examination or parts, the ticket is updated with each step of the process until the all parties are satisfied and the signage system is operating at its fullest potential.
"If you're going to charge for a service, you'd better be accountable and be able to demonstrate what you're doing," said Stross. "The only way to be truly accountable is to be transparent through constant open communication, which we believe is the only way to provide the best customer service."
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| Help Desk will work in tandem with ANC's patent-pending VisionSOFT. |
The transparency that the ANC Help Desk creates does not only provide documentation to clients regarding how a complex technical issue is being resolved. ANC also uses the system to log all technical issues, creating a searchable library which can be easily accessed to quickly determine reasons for future failures and how to prevent similar malfunctions.
"In order to continue improving our own internal processes, we need to keep data," explained Stross. "This data creates a more efficient operating procedure which will benefit our clients, creating even quicker resolutions to potential issues."