Spotlight on Customer Care

SentriLock’s Customer Care program delivers personal, award-winning, U.S.-based support to organizations large and small. Recently, we have gone even further to improve our already stellar customer service, adding staff, refining processes and reinforcing a company culture that prioritizes extraordinary customer experience.

Earlier this year, two account manager positions were added to our customer care team. These service experts work proactively with the customer relationship department, reaching out to existing customers to solicit feedback about our products and services, then analyzing and sharing that information to trigger improvements. Additionally, the call center staff has increased by 20%, ensuring that customers do not experience a delay when they call for support. On average, customers calling for assistance with their lockbox wait no more than 45 seconds, and agents are never left stranded or unable to access their lockbox, even if they have forgotten their keycard or phone.

Continuous feedback is an integral element in maintaining and improving excellent customer service. Each call to SentriLock customer care is tracked and generates a quick survey to the customer who made the call inquiring about his or her satisfaction. Our goal for that measurable is to reach 90% satisfaction every month. Data shows that number remains between 89% and 92% each month. On the rare occasion that a customer reports a problem, an assistant manager follows up with a call to personally discuss ways in which the experience could be improved.

We also send a quarterly survey to the association leadership regarding their satisfaction with SentriLock’s products and services. That number has never dropped below 94% over the past nine quarters.

As an ISO 9001: 2008 certified company, SentriLock is constantly striving for improvements in quality, customer satisfaction, processes, and procedures. Feedback and data from these surveys are continually solicited and analyzed to increase future enhancements to the customer care system. If our numbers for customer satisfaction ever fall below our goal, we examine the issue, decipher the problem through ISO and take the necessary steps of action to correct the process.

Dedication to customer service is ingrained into the SentriLock corporate culture. Over the past two years, there has been an increased focus on refreshing and reintroducing our values and mission statement. From visual reminders posted around the workplace to incorporating them into our quarterly town hall meeting, our mission and values are integrated into everything we do and every decision we make.

A “Right Fit” committee interviews every candidate for employment, discussing the company’s mission, vision and core values. This review is intended to ensure that each new hire, despite professional proficiencies, is a match with SentriLock’s customer-focused corporate culture.

Investment in employee satisfaction and growth is also critical to outstanding customer care. SentriLock provides a variety of training and professional development opportunities for its employees, including multiple programs and soft skills training, with some on site and online offerings. The company has also increased focus on work life balance issues, including the opportunity for flexible schedules and working remotely. We have found that happy employees living out their values build the foundation for satisfied customers.

SentriLock is 100% owned by the National Association of REALTORS® — America’s largest trade association representing over 1 million members involved in all aspects of the residential and commercial real estate industries. NAR’s primary focus is ensuring their agents and customers are supported, engaged and satisfied. We are committed to helping fulfill that mission.

NAR ownership also provides an uncommon level of stability and assurance to our customers that our products, our services, and our support staff will be here for the long haul. We look forward to continuing to provide unparalleled customer service, care and innovation for years to come.

Website Release

It is with great excitement that SentriLock announces the launch of our new website at www.sentrilock.com this July! Our goal is to make it more accessible for our customers to utilize in their search to discover any information or questions they may have. We are positive our customers and agents will be just as thrilled with the website as us!

 

SentriCard® Utility updated for Mac OSX 10.10 Yosemite

SentriCard® Utility updated for Mac OSX 10.10 Yosemite

The SentriCard® Utility has now been updated to work with OSX 10.10 Yosemite and can be downloaded from https://www.sentrilock.com/files/.