Ramesys Reinvents its Approach and
Measures Dramatic Results
|April 20, 2005 - Ramesys (South Plainfield, NJ), a leading provider
of enterprise IT solutions to the hospitality and lodging industry for
over 25 years, announces the fruits of investing in the people and infrastructure
of their Customer Care Center. Ramesys commenced its Project CARE
(Courteous, Accurate, Responsive, Efficient) to refocus the whole organization
on the success of its customers in June 2004. Today, CEO Rick Kennedy
talks about the culture changes needed to compete in the current market
place and the new approach and measures his company has implemented.
The Customer Care Center is (and always was) available 24/7 to handle customer support issues. The successful reinvention of the Customer Care Center has had a significant impact on the relationships between Ramesys’ customers and staff alike.
Rick Kennedy, CEO of Ramesys, states, “As a team we have worked tirelessly over the past ten months to make significant changes in our company to enhance both our software and customer care provided to the customer. As a result, we have reinvented our support department, now called Customer Care, empowered our technical consultants with more tools, and placed far greater emphasis on the results that our customers demand.”
In June of 2004, Ramesys hired an outside consultant whose specialty is customer care and customer care call centers. The consultant and Ramesys conducted various internal workshops including communication skills and business process improvement that EVERY employee participated. This emphasis on sales, marketing, quality assurance, programming, accounting, and customer care was to reinforce the idea that every single employee is responsible for Customer Care. Everyone in the company has a significant impact on the customer in some manner in the normal course of their daily job performance.
A part of Project CARE was the launch of “Customer Care Team Mates.” Everyone in the company (including Directors and CEO) was assigned a partner within the Customer Care Center. The program was designed so that every one that worked outside of the Customer Care Center had to sit with their partner and listen in on support calls. Many of the non-Customer Care workers had no idea what the daily life of a Customer Care technician is like. The program was a success and everyone learned more about how everyone’s actions have an impact on customer care.
“We not only made changes on how the staff operates – but also made enhancements to our technology to better serve our customers. We purchased and implemented a new IP-compatible Mitel PBX and state of the art ACD (automatic call distribution) that enables us to better track and analyze customer calls. Several improvements were made to the website (www.us.ramesys.com) providing new documentation. Current customers have the ability to log a new call with the Ramesys Customer Care Center and view the status of any existing calls via our website,” Kennedy continued.
“I am very proud of the reinvention of our Customer Care Center. Our customers can be assured that everyone in Ramesys is committed to providing the best service levels in the sector. We will continue to strive for excellence in everything we do,” concluded Kennedy.
About Ramesys: Ramesys provides single source IT solutions with application software focused on the needs of specific industries supported by a comprehensive range of e-business services. Ramesys has revenues of around $95m and employs over 650 people. The company offers a comprehensive portfolio of products and services, and, by consistently exceeding customer expectations, has achieved market-leading status in a number of industry sectors.
1 Cragwood Road, Suite 202
South Plainfield, New Jersey 07080
Tel: 908 941 1300 x 243
Fax: 908 941 1312
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