Widen recently enhanced the level of service for all customers by adopting a new service mantra, Widen25. Widen25 is a commitment to response times within the various communications methods used by customers and the user community to request assistance from Widen support teams. During our expanded Help Desk hours of 7 am to 7 pm CST, the 25 refers to the following three service commitments:
• 25 seconds from dial to the voice of Widen help desk personnel.
• 25 seconds from online chat initiation to Widen help desk response.
• 25 minutes from email inquiry to a Widen help desk reply.
Lanita Haag, Director of Project Services, has created the new service structure and understands the importance of customer responsiveness. “Our history is filled with 62 years of service and our new initiatives demonstrate the continued focus on the service aspects of our software offering,” communicates Lanita. “Customers rely on us to be there throughout the entire relationship and we want to make it easy for them to reach us, which is what Widen25 is all about.”
Widen project management and help desk teams frequently collaborate with marketing and customer success teams on methods of adding value to customer relationships. This program is result of that collaboration with the focus on creating an enjoyable customer experience. The help desk maintains a 12-hour response window from 7 a.m. to 7 p.m. to meet 99% of all inquiries and plans on extended hours as new users exponentially increase in the future.
Widen customers and users of Widen systems are invited to contact the service team using any of the following methods:
• Toll free: 1-877-Widen25;
• Online chat support in the Help/Support section of each customer application
The service architecture at Widen continues to scale as the customer demand increases. The Widen teams operate from their corporate headquarters in Madison, WI leveraging the talent from the world-class university system and breadth of talent in the community.
About Widen Enterprises, Inc.
Based in Madison, Wisc., Widen has honed its more than 60 years of experience in pre-media and color management specifically for assisting customers build brand equity and support consistent brand representation across print and web communications. Through its inventive suite of web-based digital asset management applications, Widen software services provide marketing networks with real-time web-based access to the clients' digital asset libraries that subsequently eliminates manual search and file preparation time, costs related to replacing images and videos that cannot be located, and the added cost for hardware, software and upgrades. For more information, visit http://www.widen.com.