On Wed, May 20, 2009 at 8:12 PM, John H Mwangi <john.mwangi@kdn.co.ke>wrote:
Dear Wash,
I do believe KDN deserves a right of reply to the below. Contrary to popular believe, KDN values its all its clients equally and we have not segregated our clients into groupings of either big or small. All clients deserve and have a right to be attended to promptly and efficiently as the systems and services that they run are critical to their businesses. This is the target that we are continuously and tirelessly working towards and I will say that we are in line to achieving our targets.
To answer specifically the points that you raised, we are utilising an RT and CRM system to log, track, document and update our clients whenever an issue arises on the product or service that they are utilising from us. Though the causes of outages are many and varied, each ticket is assigned to an engineer who works on it and once resolved communicates back to the client for confirmation before ticket closure. Other issues that are specifically not service related are handled by account managers who are assigned dockets dealing with vertical markets. With the above processes in place which are reviewed often, we strive to offer quality service to all our clients 24 hours a day, 7 days a week, 365 days a year.
Hello John, Thank you for owning up. I don't know if you'd like me to make specific cases of why I had to bring up this issue with KDN, but I am going to steer clear of that, yet maintain that KDN has more trouble at hand. If the company expects to grown it's client base, then something must be done about those CSM and CRM systems you have in place. I am rather surprised that you mention you have deployed RT! Either you have som many systems in place that you don't know which one to rely on or the systems were not configured by people who understood the business model of KDN. Perhaps your Customer Support Systems are not integrated. If that is not the case, then I fail to understand why Customer Service is almost non-existent in KDN. I want to believe I am not the only one affected. For example today, I called KDN the whole day but could not get anyone to talk to. I called that new mobile number and listened to the history of KDN for 5 minutes, till the phone system itself gave up. When I suggested RT, I had thought out this aspect and having successfully used it at some places, I am a bit set back, because the type of e-mail communication with KDN does not seem to indicate it's presence anywhere. I must say it is decommissioned. RT can be used for Trouble Ticketing and Incidence Response, plus more. I want to believe KDN should be using RT for TT and IR, which will make followup and issue resolution quite a painless exercise. There are times when organizations fail to identify a system that can serve their requiremens properly, and end up installing every other application that they come across, and then end up becoming a victim of the confusion that those systems create! You may even end up having different departments using different systems - they end up reading from different scripts, and operating as sperate entities, yet the client is the same one. I must pray for you to get the systems to work towards the same goal. So far I just believe KDN has lost it. I am not criticising KDN. Please take this as a very serious critique of your support systems. These systems give some reflection on the personell using them, which might be incorrect. There must be some very good techies at KDN, but without properly structured support system, all that is naught. KDN seems to have the infrastructure to deliver service, but lacks support (customer facing) for the same. It's time to start evaluating what you (KDN) understand with the terms "Customer Service". -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "Clothes make the man. Naked people have little or no influence on society." -- Mark Twain