it solutions 960

Customer Satisfaction

You don’t take your business critical technology decisions lightly and neither do we. If you are looking for a partner who is as dedicated to achieving your technology goals as you are, you have come to the right place. If you are looking for customer service that goes way beyond the box drop, you have similarly, come to the right place.

Customer satisfaction is not just an aspiration. It’s central to Generation-e's business operation.  It's about how our people are remunerated because it's customers that keep our business alive. We take quality service delivery seriously. And we have refined a process that ensures this.

Our People Talk to Your People

From the outset, our pre-sales function is actively engaged with its technical equivalent in your organisation. As early on as the sales proposal stage, Principal Engineers (all Microsoft Certified Professionals) define the project with you and undertake the detailed design for future handover to the field engineers. This ensures that your strategic and business requirements are met by our solutions both in concept and more importantly, in practice.

Step-by-Step Approvals

Through our proprietary project methodology, our customer signs off on each stage before we move onto the next phase. We stay very much within the scope of the project through our meticulous documentation. On project completion and final sign-off, field engineers hand over documentation to you as well as our support team so they are fully prepared to provide ongoing support.

The Closed Loop

Re-enter the sales representative. This is the time to ensure there is no gap between what we promised and what we delivered. The project manager conducts a post-project review under the stewardship of the sales team.

We give you the opportunity to let us know if you think we have done a good job or if there is something we can improve upon. Not only do we conduct interviews upon completion of each project, but we also conduct independent monthly customer satisfaction surveys.

As the final check of our quality delivery, Microsoft Australia seeks feedback independently from our customers. Positive results are essential for us to retain our Microsoft Gold Partner status.