ITAMG’s approach to IT asset management and customer service excellence is revolutionizing the industry. In this video, COO Frank Milia reveals how ITAMG leverages both positive and negative feedback to continuously improve their services. Learn how focusing on customer pain points has led to significant enhancements in service delivery, particularly in areas like report turnaround times and response rates.
Frank discusses the importance of being hyper-focused on negative feedback as a catalyst for growth and improvement. He shares insights into how ITAMG has successfully addressed challenges, such as meeting SLAs and delivering timely reports, by strategically scaling up operations and improving efficiency.
Discover the strategies ITAMG employs to transform customer criticism into opportunities for enhancement. From the initial customer inquiry to the final project report, learn how ITAMG has optimized its processes to ensure swift, accurate, and valuable service at every touchpoint.
This video offers valuable lessons for IT asset management professionals, business leaders, and anyone interested in leveraging customer feedback for organizational improvement. Frank’s candid discussion provides a behind-the-scenes look at how a leading IT asset management company turns challenges into strengths.
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Transcript:
Frank Milia
Yeah, we get an exorbitant amount of positive reviews, Google reviews, Gartner reviews, MPS surveys, on-site crew surveys that we send out. And that’s great. Seeing positive feedback is amazing. But one of the things a business can benefit from is being hyper-focused on negative feedback that you get because those are the opportunities to improve. And if a customer is going to come and say, Hey, we’ve had this issue. Certainly in our past, we’ve struggled with getting SLAs, getting reports back to customers in a timely manner. It can be It’s difficult to do. You get an influx of material coming in and you need to scale up. It could be difficult to get back to customers in time. So we saw one of the only complaints that was consistent was we’d like to see our reports faster. So we put a lot of effort into making sure that we were staffed up correctly, that we were running as efficiently as possible, and that we could alleviate any of those negative pain points that customers were experiencing with us. I believe we’ve done an excellent job in improving our response rate to our customers across the board, whether that’s that first touch of, Hey, we’re interested in hearing more about your service, or if it’s that last touch in the project standpoint of, Here’s your reports and here is the financial results of the project that you did with us.