Understanding Our Customer Care Challenges

By: In: Records Management and Storage On: Jan 28, 2014

First, thanks. Thanks to all of you who took the time to respond to Let’s Connect, to participate in the recent customer relationship survey or to meet with me at the recent ARMA Conference in Las Vegas. In addition to my ongoing conversations, over the last few months I’d imagine I’ve heard from hundreds of customers about how we can be a better partner and improve your experience of working with us – especially when it comes to customer care, the team I’m responsible for here at Iron Mountain. We also just recently received our latest customer survey results and I’m gratified and thrilled by the fact that some of the recent changes have resulted in improved overall scores for customer care – thank you to everyone who took the time to complete it.

A key takeaway for me is that we need to do better at helping you understand exactly how my customer care team can support your needs. Over the course of the past 18 months, we’ve really focused on streamlining our systems and training the customer team to support you in new and better ways. This has led to the introduction of 24/7 customer care, team members with specific market or customer knowledge, and a dedicated focus on resolving issues in a single call.

I still think we need to do a more comprehensive job letting you know how we’re supporting you. Specifically, how do you get assistance in a timely manner? I’ll be working with my team and the broader organization to ensure that we’re communicating the various support options available to you (including the dedicated 1-800 number) in a variety of new and exciting ways.

While we’ve made strides in resolving your needs when you call, I’m also re-doubling efforts to ensure our customer care teams are best equipped to address your inquiries in a timely and comprehensive manner. To accomplish that goal, we need to think strategically. Not only do we need to resolve your specific issue quickly and effectively, we also need to identify the root cause so that we can ensure it doesn’t become an issue for you or your fellow customers again..

For instance, after carefully reviewing at all of your feedback, it’s clear that for many of you our invoicing system is a primary cause of a great many of the issues you encounter. I want to let you know that there’s a dedicated team at Iron Mountain working hard to improve our invoices and I can tell you that making invoices more user friendly is a key priority for Iron Mountain. With that said, I believe our customer care team has an important role to play as your advocate in getting to the root cause and making the process of reconciling your monthly invoicing easier.

So, please be assured that, within Customer Care, we are working every day to improve key aspects of your engagement with Iron Mountain.  We want to be your advocate, your partner and to better serve you. I rely on you to continue to let me know how we’re doing.  Thank you again for your support and your business.

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About the author

Glen Williams

Senior Vice President, Customer Care Glen is Senior Vice President of Customer Care responsible for being one of the biggest advocates for our customers. He brings with him years of customer service experience and now oversees many areas that we know are important to your day-to-day experience of working with Iron Mountain. Glen and his team are dedicated to servicing our customers. We are available 24/7 and are focused on improving existing systems and identifying new ways to enhance the customer s experience of working with Iron Mountain.