Timeliness is not enough. Size is not enough. Technology is not enough. The best service reflects careful attention to the details, specific customer requirements and developing the flexibility to adapt to uncommon or unexpected situations. That is what distinguishes Sierra InfoNet's commitment to personal service.
Personal Service Through Staffing
Sierra InfoNet has established a Customer Service Department in which each of our clients is assigned one individual responsible for making sure we perform as expected. This representative makes it a point to stay in touch through personal contact, can respond to special situations and act as a liaison between your firm and others on Sierra InfoNet's staff. These individuals are capable of, and oriented to, dealing with the "decision makers" as well as those persons who utilize Sierra InfoNet on a day-to-day basis.
Civil Procedure and discovery law is a very dynamic area. The legal requirements concerning procedures for production of documents are continually changing, and custodians and clients are often times unaware that changes have occurred. One of Sierra InfoNet's senior management staff is an attorney. We maintain the legal expertise to stay abreast of these developments, monitor the changes and keep custodians and clients informed. If we see a problem with an order form or release document (e.g., a subpoena or an authorization form) we have the legal expertise to know how to correct the problem or will suggest a method that will get it done.
Personal Service Through Technology
We have specially designated Customer Service employees, always available by telephone, able to respond to inquiries, usually on an immediate basis, concerning the status of any particular order or to make changes to orders in process. Normally, using our computerized, real-time tracking system, they are able to respond over the phone to virtually any inquiry. If not that inquiry becomes priority number one.
Personal Service Through Flexibility
Successful businesses--insurance companies, law firms and copy companies--get to be that way by learning to adapt. Flexibility, whether to economic conditions, the regulatory environment or simply to the whims of the marketplace, is one of the keys to customer respect and loyalty. Sierra InfoNet recognizes this principle and operates on the basis that individual clients have individual needs. Yet we meet those needs with fast execution, highest quality and cost effectiveness.
If your particular practices, procedures or specifications require something different, out of the ordinary, special or even demanding, Sierra InfoNet is prepared to deliver service on your terms. We believe special clients deserve special vendors.