CCare Customer Support

In an effort to maintain, and even improve upon, the outstanding customer satisfaction scores the Customer Care team has received, Datalliance has undertaken a major project to handle customer support requests with a completely new set of tools. Most of you will recognize our new email address, support@datalliance.com, which is the preferred method of support request initiation.

Salesforce.com is the platform we are now using for categorizing and tracking each request, with the following benefits:

• Better tracking of issues - As Datalliance has grown, the ability to track open issues and customer requests has grown exponentially. Our former system made it somewhat difficult to track requests and easily determine whether or not the request was resolved.
• Performance measurement - Our new system will allow us to monitor our responsiveness and enhance our processes to gain every bit of efficiency possible and hopefully maintain the high customer service scores that we have received.
• Less manual intervention - Lastly, our previous system required a lot of manual work to track issues through our process to resolution. Our new system has been configured to automate as much of that work, so the customer care team can focus on the real issues.

We continue to work on our internal processes to streamline our workflow in an effort to resolve customer issues and continue to provide outstanding support. If you have any feedback or comments on our support methods, please contact me directly at khahn@datalliance.com or via the toll free Customer Care Line (888-364-3361).