The customer service at SageQuest LLC is so great it helped recover a stolen vehicle. Seriously — one of its customers, for which the company develops GPS fleet-tracking software, reported a stolen vehicle that evaded local police jurisdictions as it crossed counties. Even state police had trouble tracking it until a SageQuest rep changed the GPS plotting frequency on the vehicle, providing more updates on its location so police could find and recover it — from the fleet owner’s own employee.
Whether customer problems are big or small, President and CEO Dennis Abrahams makes sure his company is well-equipped to handle them.
In fact, the first guiding principle that employees practice is placing the interest of customers first. That’s evident simply in the setup of the call center, which is staffed by responsive subject matter experts who are monitored not just on the speed of answering calls but the quality of service they deliver.
That proactive support starts when new accounts are activated: Representatives set expectations before gathering information from the customer, and then they extend a welcome call to make sure that the initial experience was satisfactory before addressing any other open issues. From there, status reviews continue quarterly as SageQuest examines customers’ recent support, account usage and other issues that crop up.
But great support starts with a great staff. In between team-building activities that include playing foosball, pingpong and Nintendo Wii, employees are trained with refresher courses on core products and introductions to new ones. New employees become subject matter experts by shadowing reps from each department to learn various roles and responsibilities. After that, they receive phone coaching twice a month, where recorded calls are critiqued. Just as frequently, they’re audited by department leaders to ensure standards are being met — and whether improvements are necessary to enhance the customer experience.
How to reach: SageQuest LLC, www.sage-quest.com
or (216) 896-7243
