Salt actively pursues Customer Success Management, which is indeed an essential part of our Service Level Agreements. This function is dedicated to monitoring quality of service and customer experience! Responses and actions to requests from customers are recorded by Salt’s support staff and inspected for quality daily by personnel dedicated to quality assurance. In addition, regular meetings are held with each client who has entered into a Service Level Agreement with us. At these meetings, progress and issues which may be hampering the delivery of service are discussed. The objective is that Salt distances ‘itself from itself’, to have a view and be able to evaluate things from the client’s perspective.
Existing customers have expressed nothing but appreciation for this service. It contributes to the pro-active solution of pending problems, enables a partnership for solving problems and enhances communication between the customer and ourselves.