Customer Service Enhancements Reflect ISN’s Commitment to Contractor Success
Continued evolution of ISN products and services for contractor companies remains a top priority.
Live Support & Outreach: With established global customer service centers in Dallas, London and Sydney, live Customer Service Representatives are available 24 hours a day during the business week to assist customers with their account. ISN continues to offer numerous opportunities for face-to-face customer engagements around the world through Users Group Meetings, Help Desk sessions and one-on-one contractor meetings. Over 1,700 such meetings were held in 2013 alone. Visit the ISN Events page to find upcoming meetings near you.
Flexible Training Sessions: In an effort to provide flexibility to its growing customer base, ISN introduced a new online training platform for its users. Guided web tours for customers in the United States and Canada are currently available 24 hours a day, 7 days a week to provide initial training and assist users in setting up their ISNetworld accounts quickly. A new portal for scheduling one-on-one post training account reviews with an ISN representative was also released in the past month.
“ISNetworld constantly improves the tools and involves the users to assist them in making this program user friendly on all levels.”
– Erwin Hungsberg, Katch Kan Limited
Enhanced Customer Experience: For a more hands-on interaction and increased support for its customers, this month ISN unveiled a co-browsing capability that allows users to share their ISNetworld screens with an ISN representative when they call in for account assistance. The co-browsing capability gives ISN Customer Service Representatives the ability to provide effective and faster resolution to customer inquiries and needs.
“[The co-browsing tool] was fantastic. It gets an A+ from me.”
– Linda Brungardt, T&C MFG & Operating, Inc.
Knowledgeable Representatives: “Our Customer Service Representatives undergo training in the new technologies we invest in to help us continue delivering excellent service to our 52,000 contractor customers,” said Bonney Hodges, ISN Customer Service Sr. Manager. The comprehensive training and development program provided by ISN to Customer Service Representatives consists of over 350 hours of training in areas ranging from customer service excellence to subject matters such as insurance, injury and illness recordkeeping, safety programs and OQ/TQ training.
Educational Resources: ISNetworld houses many resources to assist contractors on their road to compliance and help them achieve continuous health and safety performance improvement, including 10 webcasts on topics such as OSHA recordkeeping, marketing best practices and safety programs available exclusively to contractor customers.
“ISN accepts suggestions on how to improve their services. Due to our input, we have even been asked to beta test newly released functionality. We are pleased to be partnered with a company that places such a premium on our ability to use their service with ease.”
– Tamara Wright, Action Resources, Inc
ISN is fully dedicated to the success of customers and works daily to facilitate good partnerships between contractors and their clients. The constant evolution in services and products is based on feedback from users, and ISN encourages members to provide additional enhancement suggestions to firstname.lastname@example.org.