February 7, 2007
Dear <Customer Name>
Election Systems &
Software (ES&S) is proud to provide assistance with your jurisdiction’s
election needs, and take this responsibility very seriously. We strive to
provide the best possible solutions and service to every customer.
During our most recent
Customer Satisfaction Survey, we received some very specific input regarding
the way in which ES&S responds to customer inquiries. Specifically, we were
asked to consider options that would increase the effectiveness and timeliness
of our inquiry response. In response, we are happy to announce a new
methodology for communicating with ES&S – a process that will allow
customers to contact ES&S resources more directly and that will allow us to
more quickly address your needs.
Effective February 7th, 2007, we will be implementing a new
automated interface to help us better manage your telephone calls and
emails. With this additional feature,
our goal is to return and/or resolve every customer communication with 24 hours
of receipt.
To date, you have been
using your Customer Service Representative (CSR) as the first point of contact
within ES&S. I can assure you they
have worked very hard on your behalf, however the need for specific information
or technical assistance, caused your calls to be re-routed, and in too many
cases, delayed. Our new auto attendant
system will allow you to make selections that put you in touch with the
department that can respond most efficiently to your inquiry.
We have designed our new
system to be as easy for you as possible. In most cases, a customer will make
one selection from a main menu to be directed to the most appropriate area
within the ES&S organization. The
main menu allows a customer to choose Technical Support, Account Services,
Print Services, Order Entry, Return Materials Authorization (RMA), Election
Services (Programming (Coding), and Product Solutions. Then, our trained professionals in any of
these functions will be prepared to handle and respond to your needs. ES&S will also offer the ability to email
directly to those same departments, and receive the same response times.
Even with this new system,
we want to assure you that any customer will still have the ability to contact
an Account Manager, Regional Account Manager or Sales Representative directly.
I am enclosing a graphic
representation of our new automated interface to assist you as we transition to
this new methodology. As you have in the past, you will dial our toll free
customer support line “877 ESS Vote” (877 377-8683) to be placed into the
system, make the necessary inputs, and route your inquiry to the appropriate
ES&S professional for assistance.
Again, we are implementing
this change with the sole purpose of improving the level of service we provide.
We value your input and are very committed to offering the very best products
and support in the industry.
We want this transition to
be as seamless as possible. As always, please feel free to contact me or your
Account Services or Sales Representative if you have any questions or concerns.
Thank you.
Gary G. Crump
ES&S Chief Operating Officer