Natasha Evans is the Senior Client Relations Executive at Xenith and leads the client relationship team, who strive to go above and beyond for all of our customers.
In this video, Natasha discusses:
- What the CRE (Client Relations Executive) team does
- How the CRE team supports customers
- Management information reporting
- A memorable customer experience
If you’d rather read what Natasha had to say, see the transcript below:
Hi, I'm Natasha and I'm the senior client relations executive here at Xenith.
So the client relationship team is responsible for building and maintaining relationships. I feel like the client relationship team always go above and beyond and we are a very close-knit team and I feel like our customers definitely appreciate how we do provide a personalised service to them.
We are the first point of contact for our clients, [and] we provide all of our clients with quarterly management information reports.
In these reports, they contain one of our service levels, which is uptime. Uptime is the way we calculate how the machines are up and running as a percentage.
The average uptime across all of Xenith's customers is 99.6% which is remarkable because the industry average is actually roughly around 95%, that's something that we are definitely proud of and we want to continue to maintain.
A really memorable moment, well customer interaction, was over the course of about three months really, where I worked really closely with a top ten law firm.
We got to visit all the national offices and got to listen to multiple stakeholders in their business, what their needs and wants were and really at the end, we were able to provide what every single person wanted and needed. It was just really it was a really great end to a lot of work we put in.
I'm always going to remember it because people that wouldn't necessarily have a voice, we ended up listening to.