Everyone talks about transparency in business, but what does that actually mean? At its core, transparency is about trust and accountability, and transparent service means putting customers first by being open about your business practices, capabilities, processes, and performance. At Com Pro, transparency means we’re committed to delivering the best possible customer experience by being open and honest in our interactions with customers. And we do this by following four basic principles.
Principle One: Providing Real-Time KPI’s
People do business with people they trust, and transparency plays a vital role in forming that trust. In fact, 94% of consumers say they are more likely to be loyal to a brand that offers transparency. And one of the best ways to instill trust in our customers is to remain accountable by reporting our actual performance as a company.
That’s why we post our service-based metrics and key performance indicators (KPIs) on our website. Even before a potential client signs up with us, they can visit our website and see how we’re doing. That way, they can make an informed decision when it comes to their Managed Print and Managed IT provider.
By posting our service metrics live, we can also see where we might fall short. It’s a great way to measure our service delivery and to honour the commitment to our service level agreement goals.
And the reason we post our KPIs in real-time is that it continuously reminds us to put customers first. It also becomes a great assessment tool for making small, incremental improvements that enrich the customer experience day by day.
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Principle Two: Transparent Service Reporting and Results
We don’t believe in “knowledge hoarding”, which is basically the opposite of the transparent service model. You hired us based on our results and the expertise and knowledge we provide. And we want that knowledge to flow freely by maintaining open and honest communication with our Com Pro customers.
That starts with the transparent reporting of results. We will always be realistic about what we can deliver, and by publicly reporting our key performance metrics we hope to build a strong relationship with our customers.
Some of the core metrics you will see on our website (which Com Pro customers can also see on their service performance dashboard), will include Managed IT metrics, such as:
- Average Response Time (ART) – the time elapsed from when a ticket enters the system, to when it is assigned to a technician
- Time to Plan – starts when the tech receives the ticket and includes the time used to develop a plan and begin working on the issue
- Average Resolution Time – The time elapsed between ticket entry and the resolution of the issue
Managed Print metrics will also include:
- ART (Print) – which is a little different than the average response time for IT. It notes the average time from when a ticket is entered into the system to when a print technician arrives on site (if required)
- First Call Fix Rate – this measures how often we resolve the customer issue during the first service call
Of course, these metrics do not reflect emergency or high priority tickets, which may differ from the averages above. We do boast an excellent, industry-leading, response time of 2.8 hours and a first call fix rate of 83%!
Principle Three: Proactive Root Cause Analysis in Case of Shortcomings
Although we strive for excellence, we all have off days, and when we can’t deliver on a service promise, we will own that shortcoming by informing you of the mistake, any sudden changes, or potential delays. Then, we do our best to remedy it in a timely manner and to your satisfaction.
We also view any “stumbles” as an opportunity to learn and grow as a company. If our service levels are not satisfactory, we always provide stakeholders with a Corrective Action Report which analyses the root causes of any service issues and provides an action plan to prevent any future problems.
We use these experiences as learning tools, to understand why and how these shortfalls happened, to ensure that we don’t repeat the same mistakes.
Principle Four: A Commitment to Continuous Improvement
We want the best possible experience for our customers, and at Com Pro, we’re focused on a Lean-Agile mindset, which is a methodology we use to foster constant innovation and continuous improvement by encouraging team members to take ownership of their work.
It is a customer-focused mindset, spearheaded by our knowledgeable Lean-Agile Greenbelts, who motivate teams to work together and solve problems, within a transparent service model that values the customer experience above all.
That is why we are always on the lookout for opportunities to improve by promoting initiatives and thinking that increase customer satisfaction. Part of that is making sure we listen to our customers. If you’re not happy, we want to know why and how we can solve it. Com Pro customers have come to expect a great deal from us and we always strive to do more, do better, and to exceed expectations every time.
Transparency is at the Heart of What We Do
As you can see, transparent service leadership is an integral part of our core values. We know that the strongest customer relationships are built on trust, honesty, and a commitment to quality. Our four key principles of transparency ensure that we remain accountable to our customers and that we strive for the best possible service delivery in the industry.
Empower your business with reliable, affordable Print and IT management. Find out more by contacting us.