At D.H.S., our mission to provide the best possible training and customer support services drives us to continually look for new methods of helping our customers. A few months ago, we started a 'Customer Assessment' program.

The ultimate goal of this program is to have happier, more profitable customers who use the system to its maximum benefit and fully understand all the available functionality and/or optional modules we offer. We strive to be more engaged with our customers and we want to fully understand your business operations and unique challenges.

To begin the project, one of the new members of our Training Department, Sue James, was tasked with developing a detailed Business Assessment Questionnaire that is completed by the customer. The information provided enables us to identify areas where improved utilization of CPR+ can lead to increased efficiency, reduced operational costs and higher margins.

Once the questionnaire was developed, the process was further defined into five parts:

• Business Assessment Questionnaire
  The questionnaire is segmented into several sections. This allows the staff of each area within your organization to respond to questions regarding their specific use of CPR+. Any processes that are being performed outside of CPR+ can be noted in this document. Answers provided help us to identify any operational, strategic or reporting requirement challenges that you may be facing.
• Telephone Interview
  After reviewing the Business Assessment Questionnaire, a D.H.S. representative hosts a conference call with key staff from your organization to obtain further clarification on the information received. This helps us to understand the “who”, “what”, “when”, “where”, “why”, and “how” of your organization’s business practices.
• Data Analysis
  Utilizing the familiar “GoToAssist” functionality, and with your permission of course, a CPR+ Representative reviews and analyzes the data in your CPR+ system. During this process, we can determine the areas that are being utilized within CPR+ and check the integrity of your data. No changes are made to your data - this step is only to analyze.
• Written Report
  Upon completion of the assessment/analysis, we provide a written report, detailing our findings and listing recommendations for improvements.
• Follow-Up Conference Call
  After reviewing the Written Report, we conduct a conference call with key members of your staff to discuss the recommendations and determine the next steps.

Here's just a small example of one section of the multiple-page spreadsheet that we create during this process:

Click here to view a larger image.

We are very excited about the this project and believe it will make a significant and positive impact on the effectiveness and efficiency of our customers' businesses. At this time, we have five customers taking advantage of this program and expect this number to increase rapidly.

If you are interested in taking advantage of this service, please contact Sue James at 866-277-4876.

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