Affant Update

January 2007

New Ticket System

At Affant, our focus is our customers. We encourage all suggestions, compliments, and concerns. When a problem arises, we believe it is our responsibility to find a long term fix to ensure that that same problem does not occur again. Recently we acted on one of these customer suggestions. Brett Jones, of Ambassadors International approached us with the concern that his email requests to TicketManager were not responded to often enough. We realized this was our mistake and worked together to tackle this bump. Originally, 1-2 of our engineers were responsible for handling these emails. Instead of having those few individuals “watch harder, respond more”, we re-visited the way in which we handle TicketManager emails to establish an improved system. Our new email system is watched by every engineer in the customer support team to work together to meet our team goal of 0 “unresponded to” emails. Thanks to the suggestions of clients such as Brett Jones, we do not intend to have to address this problem again. This results in a higher and more consistent level of customer service for all of our clients.

Customer Portal

Here at Affant, we understand that our clients are looking for real-time information and updates concerning their business communication systems. In response to our clients’ needs, we are making our systems more customer-facing with the implementation of a new Customer Portal. We are in Phase 1 of this implementation, the first of a number of tools Affant will be implementing in 2007 to address customer requests. Through the Customer Portal we will be putting both our ticketing and project management systems online in order to give our clients access. Look for more updates soon as to the progress of this implementation.

 

 

In this Update:

Welcome, Diana

New Ticket System

New Customer Portal

Welcome, Diana

Join us in welcoming Diana Imber, our new Account Manager, to the Affant team. With over 15 years in customer service and hospitality technology, Diana brings a wealth of experience and insight to our Sales and Marketing Departments. As the first Account Manager at Affant, Diana has helped define this position. She states, “I plan on focusing on our existing clients by answering any questions, increasing customer touch, building stronger relationships, and going above and beyond their expectations”. We created the Account Manager position to ensure that our existing customers get the level of

service they deserve. These clients have needs- whether to obtain a quote, review a proposal, or ask a question. The Account Manager position gives these clients another internal resource available to contact every day. Diana has already begun reaching out to all of our clients. Expect to hear from her shortly.

When asked why she chose Affant, Diana responded, “I was looking to stay within the technology field, and when I read the job description it caught my attention. It focused on the right type of person and personality for the role. This made it clear to me that Affant was about its people and was truly driven by its customer relationships”.

Diana grew up in LA County and now lives with her husband, 14 year old son, and 10 year old daughter up the road in Anaheim Hills. She is a diehard sports fan, dedicated to the Dodgers, Colts, and Lakers. In addition to her strong appreciation for Payton Manning, Diana loves to travel, watch movies, and hang out with her family.