News

DataNet Quality Systems Launches Innovative Customer Service Program

Enhanced Customer Relationship Management Initiative Promises Premium Customer Support in the SPC Software Industry

SOUTHFIELD, Mich., August 21, 2008- DataNet Quality Systems (DataNet), developers of WinSPC® and QualTrend® quality control software, announced it has established a comprehensive Customer Relationship Management (CRM) program that dramatically increases the company’s ability to identify, understand, and respond to customer needs.  Key features of the program include:

• A multi-tiered customer service program that includes an optional 24/7 production-dependent level of customer support
• A streamlined issue-resolution processes that authorizes and encourages immediate access to the company's most highly trained technical personnel
• A proactive customer-communication program
• A newly appointed CRM and voice-of-the-customer executive

The driving force behind the program is DataNet’s CEO, Stephen A. Arnett.  It was one of his first priorities when he became the company’s top officer in April.

“We carefully studied how we could provide faster, more dynamic support to our customers,” Arnett said.  “We found that, because not all manufacturing situations are identical, we needed to design a program that was capable of investigating unique problems and offering precise solutions to those problems.  Fast, fluid communication therefore became an obvious requirement, as did detailed record-keeping.  Our goal is to provide a level of support that is currently not available in our industry."

Underscoring Arnett's commitment to the program is his creation of a new Director of CRM position and his appointment of Mr. Keith Bates, one of the company's most experienced technical experts, to that position.  

Bates, having spent seven years spearheading implementations of DataNet's software as a traveling member of the Solution Delivery team, sees his new role as “the voice of the customer to Arnett and other members of the executive team."  He characterizes his new department as an integration of two key functions: software maintenance and technical support.  He goes on to add, "My sole responsibility really is to coordinate our product, service and support activities to effectively improve our customers' manufacturing operations.”  Both Bates and Arnett expect that the knowledge gained by the CRM department will help DataNet develop even better products and services in the future.