Looking for 360 degree support
In an interview with Mr.Amir Ashuri, the manager of the service department of Manba Card Aria Commercial Company, the goals and approaches of this Department were discussed. Manba Card Aria Commercial Company, which is known as a banking equipment provider company, has improved the software and support services and develop its product portfolio and the quality of after sales services and support with adopting transformation-oriented approaches in this department. During interview with Mr.Ashuri he mentioned that the improvement of working processes, along with standardization of cooperation contracts, as well as continuous training of technical teams and employees, are considered as the priority of Mabna Card Aria Commercial Company during this year. He believes that paying attention to customer needs and constant monitoring services are the most important factors to create reliance and increase customer’s satisfaction.
Creating continuous interaction platform
Mr.Ashuri, the manager of support department at Mabna Card Aria Commercial Company talked about the changes that have been taken places in this department during last year. According to Mr. Ashuri, It had been tried to improve the quality of products, services and maintain customers, by providing appropriate solutions in internal procedures of the company during last year. One of the main developments was related to the support department, which the CEO of the company decided to apply the potential of capable managers from other organizations in the field of support that Mr. Ashuri explained as below: Due to the good performance of Mabna Card aria commercial company support department, in the last years, we did not have any major and serious challenges in this department, but some problems related to software development services.
He also added: "The economic condition of society and businesses are the challenges in the process of renewing contracts with customers. In this regard, lack of budget has created a challenging economic burden for customers. But we try to consider a continuous interaction platform as well as providing solutions to maintain the fruitful collaboration with customers.
With aim of increasing customers
In the process of expanding after sales services by Mabna card Aria in the whole country, Mr. Ashuri mentioned: we are honored to announce that we could expand our customer to more than 30% during the last two years. It is our great pleasure that we can offer after sales services with high quality of provided equipment and supply spare parts for all the customers in the whole country. Manba Card Aria’s goal for the next year is to increase support services at the level of small and large customers. According to Mr.Ashouri’s speech, Mabna Card Aria is able to provide services not only for banks and financial institutions but also can provide verity of services in the field of healthcare, education, and electronic service provider organizations.
Implementation of customer support software
Mr. Ashuri also explained about the company's customer support software updating: "During the last year, Mabna Card Aria could update the core support software by surveying the CRM activists. Since customer information monitoring software system plays an important role in providing high-quality services, we tried to create information integration between the three departments of sales, support and finance to implement a comprehensive support service software which was a challenging transition. The customer data transferring, old services and addition of new parameters in improving the service software, create special challenges in this way which with my team’s effort, we are able to use the comprehensive software in 1401.
With customers, one step forward
According to Mr. Ashouri’s speech: constant and 360-degree support is considered as one of the new targets. In this regard, he said: "Today, it is planned to follow and monitor our customers in their daily needs by providing the best services. It is very important for us that our customers consider Mabna Card Aria as their business partner and inform our colleagues about their needs and concerns. In addition to providing support services, we always try to pay attention to our customer’s required solutions and move forward with them in the path of progress.
Mr.Ashuri also mentioned Mabna card Aria 1401’s plane and said: "By considering the potential of providing services and with assist of our committed team in all the provinces, we are aiming to provide services and new products in the whole country. The new products include the equipment provided by our company and the products that the company will have the technical capability to provide services.
Standardization of contracts and processes
Regarding the programs that have been operated due to his presence in Mabna Card Aria support team, Mr. Ashuri said: "During the last 10 months of my coordination, I consider the reviewing of all processes and workflows in different support department as my priority. In order to identify customer needs through survey methods improvement, we check our branches. In this way, we paid attention to enhance workflow, documenting processes, coordinating team works, setting up and upgrading operation team and increasing the level of software knowledge in order to achieve goals.
The head of support department at Mabna Card Aria says about the revision of the company's cooperation contracts: "During this period, we have standardized the level of customer satisfaction, as well as measuring the level of customer loyalty based on various indicators and service delivery standards in the banking sector. Maintenance service contracts are the important sources of funding for support and after-sales service in companies. For this purpose, we have made a general review of the company's current contracts by matching the provisions with the laws and we tried to protect mutual interests of the company and customers, especially banks. In general, we considered a specific and standard format for our contracts based on the type of goods that we offer.
Compilation of the six-month educational calendar
He continued about the current company’s approach which is employee’s training: "In active companies, in the field of after-sales services and due to the different needs in product groups diversity; Training employees in technical and administrative fields are very important. we have designed a six-month training calendar for the training of technical and administrative teams from the beginning of this year. On the other hand, we considered our employees and provincial representatives training as out priority to solve the problems of the branches in order to avoid frequent visits. Moreover, considering the issue of transferring the experiences between experts and preparations in the company, we have created a special value to increase the training process. Finally, we have made theoretical and practical training for our call center experts. since they are considered as our front desk receivers of customer calls, we are seeking to optimize the services to customers in the administrative and technical areas."
Mr. Ashuri explained about Mabna card Aria customer’s interacts: " currently there is a competition between service provider companies to develop customer-oriented trends and since our company provide sales services and after-sales services, we constantly monitor our customer’s interaction in the market. We always develop our services based on measuring the real needs of customers and survey customer satisfaction. With aim of offering the best solution for our provincial supervisors, we collect their feedback and summarize their opinions. Also, we conduct meetings with the representatives of the provinces, especially in bank industry, to check the result of our efforts.
Improving the quality of services along with development trends
The manager of Mabna card Arya’s support department talked about the number of employees and provincial representatives as well. currently 14 employees are active in the service center as technical staff and they cooperate with 49 experts in the country. Mr.Ashuri said: "These technical teams need support department, and we have 30 support departments in this field, but due to the dispersion of our devices in different parts of the country, we need to expand our team, so we are able to offer our services in the shortest time .
In conclusion, Mr.Ashuri talked about the future plans of the company to develop the support department: "We hope to organize our company workflow by the end of the year and improve our contracts with banks and financial institutions. we are planning to run a meeting of provincial representatives and training sessions for the entire team. We in the support team always try to keep our current position in the National Informatics Council as the first rank of service and support.
In the end, he listed the most important future plans of the support department to develop software training programs and increase the level of support services in the country.