At IKON, the foundation of our success is based upon the fundamental belief that the customer always comes first; as such, service excellence must be at the core of all we do. It starts with the dedication of each individual employee and is
enhanced by consistent communication to ensure customer expectations have been met and satisfaction continues to grow.
IKON Service Excellence is a powerful, award-winning service methodology that is built with the customer in mind. It has been recognized as a leading initiative in the industry for "Improving the Customer Experience". By packaging this extensive, end-to-end world-class service approach, our solution is clearly differentiated in the marketplace. This approach was built from our customer's perspective and is mapped to our touch points. Some of the key components covered are:
- Capture customer needs and translate them into innovative solutions using industry-leading technology and measurable service levels
- Design and manage the implementation process both on-site and off-site, consistently across the globe
- Leverage nationally validated operations and best practices and provide site certification processes to ensure optimal efficiency and compliance
- Consistent approach to how we find, train, retain, motivate and communicate with our front line teams to ensure continual delivery of world-class service
- Regularly update the document strategy to make sure our customers' priorities continue to be our priorities
IKON Service Excellence, is a powerful approach that delivers the tools needed for all phases of the customer lifecycle. It is built to drive employee motivation and exceptional performance - which, as
we see it, is the source of customer satisfaction. IKON Service Excellence represents our commitment to making an investment in our most valuable resource: our people.
Through effective training, tools, leadership and communication, we can improve
employee satisfaction and knowledge, thereby helping to increase the quality
and value of our services to you.
The IKON Service Excellence platform focuses on encouraging a maximum investment return with minimum organizational disruption through five fundamental areas of operation:
Customer Analysis & Solutions...
- Expansion of the analysis and workflow processes to cover the entire document lifecycle
- Tools that enable us to determine client needs and deliver a sustainable competitive advantage by eliminating inefficiencies and improving document workflows
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Implementation Process...
- Expertise in developing detailed processes for complex implementations enables a seamless handoff from analyst teams to our operations personnel
- Includes execution of all short-term commitments, validation of analysis findings and adjustment of recommendations for continued improvement
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Operations & Best Practices...
- Over 16 years of experience in thousands of customer installations allow IKON to leverage documented operational processes and procedures and share proven standards, ensuring the highest level of operational efficiency
- We combine best practices and packaged best practices and standards to include vertical market expertise delivered through our IKON Industry Quality Maps (IQ MapSM)
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All-Star Employee Systems...
- By utilizing a thorough recruiting process that identifies employees with the right skills and attitude, combined with a blended approach to employee development using programs built by our award winning IKON University, we are able to provide a comprehensive staffing solution customized for each site
- IKON puts its front line workers in the center of our customer service strategy to minimize turnover and increase employee satisfaction and loyalty, thereby providing quality, value and unrivaled world-class service
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Customer Strategy & Communication...
- IKON provides ongoing proactive innovation and the ability to exceed defined performance metrics which results in high levels of end-user satisfaction
- IKON meets with customers to review both performance and strategy, and to jointly create action plans to adapt to evolving customer needs
- The IKON TRAC SolutionSM, our complete enterprise management solution, helps manage our outsourcing customers’ resources, assets and services, and optimize efficiency of their operations. This web-based application also provides real-time measurement of key performance indicators of IKON Service Excellence, to ensure that service level and compliance objectives are met.
IKON Service Excellence empowers our people to achieve results, rewards them for exemplary customer service, supplies clear-cut directions and precisely defined expectations, provides the tools for customized analysis and seamless implementation, and insists the lines of communication remain open and flowing. The objective of IKON Service Excellence is evident: an ever-increasing ability to provide valuable service and innovative solutions to even the most pressing business situations.
When choosing a strategic outsourcing partner, choose the one that is strong enough to meet your needs today, yet flexible enough to adapt to an ever-changing tomorrow; a partner for whom excellence is not just something to strive for, but the way they conduct business everyday. Choose IKON.
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