(NASDAQ:DRAM), a worldwide leader in the manufacture of high-quality computer memory, storage products, software and services, has made significant enhancements to their customer support strategy, resulting in an increase in positive feedback from their customer community. Dataram relies on these sentiments to continue providing superior quality service.
Dataram has gained a great deal of insight into the needs of the customer through the implementation of a web-based survey system, an easy-to-use tool to gather feedback and accurately gauge customer satisfaction—the Company’s ultimate objective. Three categories are polled: Existing Customers – many of whom have used Dataram products for 20 to 30 years, New Customers and a Customer Relationship Survey for customers from whom more detailed and comprehensive information is sought. This change has nearly doubled the number of completed surveys and provides quality responses that the Company uses to improve processes and procedures.
“We value customer feedback and implement suggestions we receive to improve the overall customer experience,” stated Nelson Rodriguez, Senior Customer Support Engineer at Dataram. “An example is a recent comment from Douglas Soltesz, Vice President IST of Budd Van Lines: ‘Nelson helped get us set up with Dataram and has visited our location to help with memory on our R805 pool. Exceptional experience with Dataram.’” Added Rodriguez, “Listening to the customer helps us achieve our goal of always making sure they are satisfied. 100% of surveyed customers indicated that we have met their service expectations and 86% rated their experience with us as exceptional.”
Through the survey comments, Dataram learned that their customers found that contacting the Support Team was easy to do by phone, email or the convenient chat feature on the website, but they were also interested in finding a solution themselves. Dataram has a number of self-service options to assist customers in quickly and easily finding solutions to virtually any type of issue. Customers can click to access information on installation assistance, steps for investigating a memory problem, product manuals and a general Q & A. To reach these resources, visit Dataram’s Technical Support section at
Dataram’s Support Team also offers memory installation, doing extensive research to ensure the most reliable performance and a streamlined, worry-free customer experience. The same knowledgeable Support Engineers who handle customer communication perform these installs. When asked what makes a Dataram install so successful, Product Support Engineer Brian Cook answered, “We have a tremendous amount of experience and know about the ‘gotchas’ that can arise. We go in prepared and always have a backup plan in case of the unlikely event of a suspect memory module. We also never forget the ESD static mats.” For more on ESD, visit Dataram’s blog
The success of this approach is evidenced in the response received from Mike Wingerd at the Census Bureau, following a Dataram install. “Our experience with Dataram memory has been very good. We replaced all our DIMMs in our SUN V490s over several strategic maintenance periods. Each installation presented its own challenges, but the overall expertise, professionalism and quality of product have exceeded our expectations. Between installs Dataram would check in with us to make sure we were not experiencing any problems. Their attention to the customer was excellent and appreciated.”