Service contract sales & renewal.

Keeping customers current on support/maintenance agreements is a critical aspect of customer retention for our technology customers. Likewise, finding strategies to reactivate support agreements with dormant customers is a central first step in re-engaging the account. Both topics require diligence and focused communication. Frantz Group helps our customers plan and execute effective marketing and sales programs to promote, qualify, and sell service contract agreements and renewals.

Help desk.

Customer service begins with a call for help. Technology companies must have an effective front-end process for fielding customer inquiries/issues that makes the best use of critical resources and ensures all calls are immediately answered, appropriately routed, and then resolved or escalated appropriately. For the customer, problem resolution must occur quickly and efficiently – with minimal inconvenience or disruption to their environment. Calls results should be tracked in a consistent manner to enable sufficiently detailed reporting. Frantz Group is practiced at managing help desk processes for our technology customers.

Training sales & execution.

Customers will not get the full value and return from their technology investments if they are not properly trained on the solutions. Training is often an area where customers choose to cut corners in order to reduce the overall investment cost. Frantz Group provides marketing and sales support to help our customers promote their training offerings to their customer base. In certain circumstances, Frantz Group has actually been contracted by our customers to deliver their training to their customers – both remotely and on-site.

Customer satisfaction surveying.

Many companies view customer satisfaction as an annual activity. Through a combination of phone, print, and web interactions, Frantz Group makes customer satisfaction polling a regular process that feeds executives with meaningful knowledge, not just statistics. Because we measure customer satisfaction at the appropriate time, our customers get meaningful and accurate insights into customer experiences.