Alphatec customer Q & A
It’s always nice to speak with our customers, and here we outline a Q & A with Kevin Jones of Cheshire West & Chester Council.
Question:- What would you say are Alphatec’s key strengths?
Answers:-
“Customer service response times – whenever I have had a query regarding the system, Alphatec have always responded promptly and resolved the issue quickly.
Dedicated contacts – we have an excellent working relationship with the staff at Alphatec.
System availability – we’ve had ClaimControl since 2014 and I can’t recall it ever being unavailable”.
Question:- What are the 3 main business solutions that our software application, ClaimControl provides to Cheshire West & Chester Council?
Answers:-
“Increase in efficiency – as a direct result of using the system we have been able to reduce the resource required for handling claims from 2.5FTE to 1FTE staff member.
Ease of reporting – creating reports from the system is so much easier than what we had previously.
Improved ability to manage claims – the diary system in ClaimControl has significantly improved our management of claims, ensuring that we meet the protocol deadlines.”
Question:- What is the #1 improvement you have seen us develop within ClaimControl during the time you have been using it?
Answer:-
“The associated parties function assists with identifying parties involved in previous claims which is useful from a fraud detection point of view”.
Question:- Alphatec’s customer retention rate is around 96%. In your view, why would you say this is so high?
Answer:-
“Local Authorities have to consider both quality and price when contracts are due for renewal. The system is competitively priced, and does everything that we need a claims system to do, therefore, it is not surprising that retention is high.”
Question:- On a scale of 1 – 10 how would you rate our customer service?
Answer:- 10
Question:- Why would you give our customer service that score?
Answer:-
“As mentioned in the answer to Q1, we have always found the customer service experience to be excellent.”
Question:- Is there anything else you would like to add?
Answer:-
“We had excellent assistance for the migration from our old system from Brian Boyce. The only stumbling block was the lack of support from the outgoing supplier which made it more difficult than it otherwise could have been. The timetable for implementation was completed in time and the system went live on the date we expected.
Information for FOI requests can be easily obtained via the very flexible reporting function on Claim Control.
We are very happy with the service, please keep up the good work!”
We are very grateful to Kevin Jones for taking the time to speak to us, and feel privileged to have Cheshire West & Chester Council as our customer. We look forward to continuing our mutually beneficial business relationship for many years to come.
You can find out more about Alphatec’s history, products, and read case studies and news stories by exploring our website www.alphatec.net