Company: ATech, Brisbane, QLD, Australia
Company Description: ATech keeps Australia's biggest businesses online. ATech and its management team have won numerous awards for business development and product excellence. ATech's clients include airlines, banks, and organizations across the ICT, manufacturing, construction and mining industries.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services

Nomination Title: ATech

Tell the story about what this nominated department achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

ATech's core customer service moto is "Exceed the Expectation". We are committed to giving better service than our customers expect every single time they interact with us.

Our company culture focuses on the importance of excellent customer experience. This is ingrained in each employee starting from the first job interview, and reinforced during weekly training sessions.

When we ask our clients what they love about ATech, the word used most is 'responsive'. Many people expect waiting days to hear from IT providers. When clients first join ATech, they can't believe how rapidly their problems are successfully resolved. Its a delightful surprise!

Here's why customers are so happy with our extraordinary customer service:

> 80% of support tickets are responded to within 15 minutes.
> 80% of support tickets are resolved within 1 business day.
> 50% of support tickets are handled over 10x faster than our guaranteed response times.

Our support performance has resulted in unrivaled customer satisfaction levels as shown by our customer feedback ratings:

Average ticket rating since July 2013: 5 / 5
Worst ticket rating received: 4 / 5

We regularly ask customers what they do and don't like about our service. We listen closely to their feedback and develop our service policies accordingly so ATech operates the way our customers would want to experience it.

Our global support desk operates 24/7, 365 days each year. We never place calls in a queue to be answered, and phone calls are answered by a senior engineer every time. Flexible client support options allow our clients to choose how they communicate with us: phone, email, online chat, web portal, or in person.


The mission of the entire team at ATech is to ensure our service and systems are fast, reliable and secure.

FAST

Our clients' systems are mission critical, so fast customer response and expert knowledge within the support team is essential. All company directors are notified of each support ticket that is not responded to within 15 minutes. So, customers always receive fast response.

RELIABLE

One person takes complete ownership of quality of support response during each weekly rotation period. This ensures every customer consistently receives exceptional service increasing their satisfaction.

SECURE

Looking after mission critical systems and big businesses means security and confidentiality is of utmost importance. We support many different contacts from one organization. Our systems and policies ensure appropriate action is taken every time based on the individual contact's permission levels.

ATech has experienced phenomenal growth recently due to customer referrals. Our team has nearly tripled since July 2013, so the focus was maintaining our exceptional standards of customer experience during this rapid growth. To accomplish this, our customer service policies and procedures took great focus. Our staff enthusiastically collaborates to improve our ambitious service standards through our online wiki.

100% of ATech's support staff work remotely from home which has its own difficult challenges. To overcome this, sophisticated online tools and detailed policies ensure we provide consistently excellent customer service. Regular team meetings are conducted via webcam including weekly policy training and improvement. ATech has an online chat environment where we work together to rapidly resolve complex issues for our clients.

When our clients need support, they get connected with a friendly team of industry experts committed to providing a solution as quickly as possible. The support team includes some of Australia's best technicians. So our clients are connected with someone who understands the unique needs of their business.

Every time our customers contact us, we ask "How can we exceed their expectations?"

Sample Feedback:

"Atech is extremely professional, and are very quick to respond. This is refreshing... ATech is very good with their communication”

"ATech’s staff is great to deal with – they are efficient and they keep their word"

"They know what they are doing and that has saved us a lot of time and money."

"...customer service skills are second to none..."

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