Pragma products CRM initiative

Client satisfaction is one of the most important success indicators for any service company’s service offering.

Our Client Relations Management initiative has delivered a healthy
return on investment over the past year, with client satisfaction
steadily improving each month.

In October 2008, we launched a dedicated client satisfaction campaign to
measure the satisfaction levels of our clients. Annual visits are aimed
at:

• Continually improving our service offering. When you deliver an EAMS
  tool to a client, the success of that tool in the operation of the
  client is navigated by the correct and optimised usage of that system.
  It is therefore essential that a consultant ensures that the client
  understands and utilises all the specs and latest functionality within
  On Key. This is done by means of training interventions.
• Affirming relations with clients. With regular people movements and
  ever-changing business needs, strong and friendly relations are key to
  ensuring that clients can comfortably request training or other
  interventions.

Our approach is a win-win situation for both parties, and creates a
supreme flagging mechanism for introducing suitable clients to the
cutting-edge Asset Care Centre concepts.

The improvements speak for themselves:

CRM- Customers CRM survey done  (count)

CRM – Customer satisfaction rating (%)

CRM – Client satisfaction based on post implementations audit (%)