A Reflection on 2017's TEM Services

It has been 17 years since Valicom distributed its first client satisfaction survey. Since then, Valicom has pulled all response feedback and applied the comments and recommendations into Valicom’s products and services.

Valicom’s customers are at the center of the Clearview TEM software and all supporting TEM services. Listening to customer feedback has always been the key to success as such feedback is consumed and delivered. For example, custom reports are a luxury feature Clearview offers that other TEM software does not. When such reports are requested, Valicom evaluates the need and updates the software to provide the additional reports.

TEM Software Enhancements

Did you know that Clearview can also track all other recurring invoices? For example, some customers choose to track utility bills in Clearview as well in order to keep an eye on regular payments and charge fluctuations over the year. Clearview uses a mature process to review the carrier billing versus contracted rates. It also provides updates on contracts that are coming due with adequate time for the carriers to react to avoid going into month-to-month situations.

It was a successful year for Clearview and our developers released many new features. The new Task Manager allows users to create tasks aligned with notifications when the task becomes due, enabling more efficient project management. In addition, the enhanced dashboard is 30% larger for better visibility and the new Charts function allows users to visibility trend for carrier, year, account, etc. and export as a PDF.

Exceeding Customer Satisfaction

Valicom’s cumulative score for 2017 is 3.926, which projected steady growth over the past four quarters. Survey results and continuous feedback included a significant response to exceptional customer service, product capabilities, and active communication.

The quarterly client satisfaction survey has been designed to gain insight into how satisfied customers are in eight key areas:

  • Professionalism
  • Overall Expectation
  • Communication
  • Quality and Accuracy
  • Understanding Client Needs
  • Responsiveness
  • Meeting Deadlines
  • Overall Value

Valicom is thrilled to have had the opportunity to grow with its long-standing customers and looks forward to obtaining more perfect scores in the future.

We thank you for everything you have done to contribute to the success at Valicom and look forward to a new year with a bright future!

About the Author: Chantel Soumis

Chantel Soumis brings over a decade of knowledge in workflow enhancement through the use of technology. Chantel studied marketing communications and business administration at Franklin University and proceeded to work in a fast, ambitious environment, assuring client delight in the healthcare and pharmaceutical industries. Passionate about project productivity and streamlining workflows through the use of technology, Chantel strives to inform organizations of Valicom’s advanced telecom expense management software and services by mastering communications and messaging while delivering helpful information and supporting resources.