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Novots established a strict quality assurance and monitoring system to ensure high quality our service.
 1. The appoint service manager and account manager Appoint a service and customer manager special for each customer, who is responsible for the implementation of the management, supervision and set of the service level, resolve customer complaints, help solve customers' needs change. Novots management team has extensive experience in service support and management and has professional accreditation.
2. Quality control department on a regular basis and random checks Novots set up a special quality control department to monitor the implementation of each service quality, including customer satisfaction surveys, resolutions of customer complaints, upgrade to solve the problem.
3. Regular service reports and regular services Customer Service Manager will submit regular monthly service management reports to customers, including the monthly service performance, events classification statistics, data analysis, SLA implementation of statistical, problem analysis and solution recommendations for improvement and so on. Service Management report will give customer’s IT managers a comprehensive understanding of our IT services. Service Manager at the same time will take conference with customer’s IT managers regularly to review the summary of services and found problems in a timely manner, continually improving the service quality.
4. Quantifiable SLA According to the characteristics of the user's system, the difference of business needs and geographic location, we signed with each customer on a clear, measurable service level agreement (SLA), and in order to measure the service quality.
5. Regular customer satisfaction surveys
Novots will be on a regular satisfation survey to the serviced custmer basis with the assistance of them, to analyze the quality of service, found the problems,and adjust the service structures with continually improving customer satisfaction. |
