GT Software Exceeds Industry Average in Key Customer Satisfaction Metrics
New Service Platform Helps Data Unification Software Leader Expand Service Value
ATLANTA--(BUSINESS WIRE)--GT Software, the leader in helping enterprise organizations unify business information across any platform, data format or programming language, today announced that it has elevated its world-class customer service to a new level. Quality assurance and dedicated product support are cornerstones of GT Software’s customer-centric services approach. To this end, GT Software implemented the industry’s leading support software system to broaden its services for its growing customer base.
“Superior customer support is important to GT Software, and adding this valuable service software solution allows us to be even more responsive to customer needs by providing an intuitive, easy-to-use interface where our specialists and customers can interact on a one-on-one basis without scripts or pre-determined screens”
The new system provides GT Software customers with:
- An integrated support systems for all GT Software products into one central interface
- Flexible interaction via their preferred method of contact – email, phone or Help Center
- Quicker response time to service requests and real time instant updates to accounts
- Contact specialist empowered with a holistic view of all previous service requests
“Superior customer support is important to GT Software, and adding this valuable service software solution allows us to be even more responsive to customer needs by providing an intuitive, easy-to-use interface where our specialists and customers can interact on a one-on-one basis without scripts or pre-determined screens,” said Pamela Bartz, vice president of marketing for GT Software. “Every customer is unique, and our ability to listen to, and address, each customer’s needs should be just as flexible.”
In addition to improving customer experience the new solution, which supports nearly 40,000 companies globally, also offers benchmark reporting where customers can see how they rank within their industry and with similar companies. Using the benchmark, GT Software has not only improved performance in several customer service areas, they have exceeded industry averages, with:
- A Satisfaction Rating of 97 Percent (industry average – 86 percent)
- First Reply Time – 6.10 Hours (industry average – 21 hours)
Brad Bower, director of quality assurance and support for GT Software, added: “While customers have always been highly satisfied with the service GT Software provides, we’ve taken it to a whole new level now. One financial services customer stated, ‘Thanks again for all of your help! I wish all IT support folks were as conscientious as you.’ Another customer in the life insurance sector commented, ‘The support staff is great! Always fast, always helpful!’ At the end of the day, meeting our customers’ needs and providing exceptional support drives what we do.”
For more information about GT Software, please visit http://www.gtsoftware.com.
About GT Software
For more than 30 years GT Software has helped enterprise organizations align their IT infrastructure with business strategy by unifying business information across mainframe and emerging server platforms, data formats or programming languages. More than 2,500 organizations across the globe trust GT Software solutions to empower improved customer experiences, operational efficiency and innovation.
For more information, visit www.gtsoftware.com.
GT Software and all other GT Software products and service names are registered trademarks or trademarks of GT Software. All other trademarks or registered trademarks belong to their respective companies. © 2014, GT Software. All rights reserved.