Severity 2 indicates a single user is down, requiring IBM to fix the problem within five hours. We realized we couldn't do it alone. That's another reason we chose IBM - their commitment to customer service and their willingness to 'own' our problem. An independent party tracks IBM's service quality by conducting approximately 200 telephone surveys each month. The survey rates IBM technicians on promptness, courtesy, helpfulness, timeliness and the ability to resolve problems on the initial visit.
Monthly reports track the results.
One year later, monthly call volume had skyrocketed, with IBM responding to 753 calls and receiving a 99 percent satisfaction rating. And our retail employees are more than satisfied - they know they'll be back in operation quickly. Summary of services IBM supplied an electronic link that allowed technicians to be dispatched immediately to any of BankBoston's 475 locations.