Having an Account Manager means that you have a familiar point of contact available for any possible enquiry. They are there to help and their assistance includes:

  • Advice & Guidance
  • Connecting clients to the right contact in CMS
  • Escalating/Chasing an issue
  • Requests for quotes
  • Service Reviews
  • Reviewing all tickets & trends
  • Managing projects
  • Strengthening the relationship with our clients

At the start of each week, our account managers review their client’s tickets raised over the past week. Here, they are looking for trends and common issues that may highlight a deeper issue. Should one be present, they can then raise it to your attention and recommend a course of action to avoid it becoming a larger or continuing issue.

Essentially, if there’s anything you want or are unsure of, your account manager is the go-to person.

Our Approach

We work with our clients on the understanding that it’s not just about what’s the latest and greatest potential solution to their requirements, but also what balances in the real world commercially. Unlike many companies, our objective is not to sell you anything and everything we can, but instead, we like to build strong relationships with our accounts by offering fair advice as we know that this benefits us both in the long run.

Support Reviews

We like to meet our customers regularly to discuss their support experience and business objectives. These meetings are an excellent forum to discuss:

  • The Customers Support Experience
  • Open calls
  • Points raised between reviews
  • Trend analysis (reviewing consistent issues logged by a customer, & whether there may be a root cause)
  • Consultations with technical colleagues
  • The customers’ business objectives and how IT may be able to assist
  • Answer any IT enquiries

It is important to keep a strong flow of communication. The more communication we have with our customers, the better the relationship. At the end of the day, your Account Manager is always a phone call away and ready to help!

What Next?

  • Call: 02080 166 600
  • Email: hello@cms-group.net

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