so are the customers - this is the crap that gets sent out to...

so are the customers - this is the crap that gets sent out to customers, they ring me up and say they are feb up with systems that aren't meeting their needs.

Don't feel bad its not just the shareholders who aren't cared about

From: Mark Ilott [mailto:[email protected]]
Sent: Wednesday, 6 July 2011 8:32 AM
To: [email protected]
Subject: You told us. We listened.

We would like to thank all our customers who contributed to Anittel?s first Quarterly Customer Satisfaction Survey.
We got a great response and have started acting on the feedback right away. Some of the actions that are coming out of the feedback are:

- - We are modifying our phone call flows and procedures to provide direct access to help desk technical support staff. This will go live by the end of July.
- - Our Ticket Management system will be extended to include more areas of the business, including the accounting and sales teams. Our ticketing system is more than just ?taking a number?. It is a system that ensures all requests and issues are actioned and completed. The system also provides a record of the actions taken in servicing you that is accessible via the customer portal. These changes are planned to be complete in September.
- - From your feedback, we understand that our invoicing needs improvement. We are working toward a single billing platform, but with the breadth and complexity of the products we offer this is not a simple task. We will be making incremental improvements to simplify our service billing over the next few months. A unified billing program is on the agenda for the first half of 2012.
- - We have increased staffing levels in key locations recently and continue to recruit to ensure prompt attention to your needs.
- - We are serious about improving our customer service across all areas of the business. Peter Kazacos, our Chairman and Managing Director, has set up a Safety-Net program, so that he may personally address concerns and hear of any great feedback about Anittel and our team. Peter will send out a separate communication about this.

Again, we would like to thank all of our customers who responded to our Quarterly Customer Survey and we look forward to hearing from you next time, so that we can continue to listen to you and improve.
For all those who gave their contact details, gifts are being organised and will be mailed over the next few weeks.

Thanks again,

Mark Ilott
Marketing Director
Anittel Group Ltd