Service companies: help colleagues deliver what you promised

When a customer's change stays in an email, a colleague may deliver the service under the old agreement. This can lead to rework and complaints. AmpliFlow is software for keeping instructions, recording delivery checks and investigating complaints. Colleagues have a documented method to work from, and you have records to review delivery against what you promised the customer.

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Companies that use AmpliFlow.

Update the instruction when the customer changes the assignment

Describe what the service includes, who does what and what should be checked. Keep instructions in Pages and use checklists during a service visit, for example.

The customer has changed the scope or delivery date in an email, but a colleague is using the earlier instruction. Update the instruction. Then go through the change with the people providing the service.

Investigate the complaint and follow up actions

You help the customer with the error, but also need to understand the cause. Register the complaint as a deviation and document the description, analysis and actions.

An example from ISO 9001 is repeated complaints about a missed step during service visits. Gather the incidents, investigate why the step is missed and update the instruction and checkpoint. At follow-up, record what later visits show. The customer contact can explain both what you changed and the evidence you have for assessing whether the action helps.

Assign who does what and follow up whether the action helped. Use the result when responding to the customer and reviewing what needs to change before the next delivery.

Do you need ISO certification?

Read about the standards and see how you can use AmpliFlow in your role.

ISO standards

For your role

Questions from service companies

About working methods, standards and getting started.

Does ISO 9001 suit service companies?

Yes. ISO 9001 covers quality management systems and applies regardless of industry or size. For services, its requirements include reviewing customer requirements, controlling delivery, monitoring customer satisfaction and handling nonconformities. You design working methods for your services.

What do colleagues do in AmpliFlow?

They read process descriptions, record results in checklists and report deviations. You decide which activities and checks an assignment needs and explain the working method to the people who will use it.

Do we need ISO 27001 too?

Start with your customers' requirements and your information risks. ISO 27001 covers information security management systems, including information security risk assessment and treatment. Handling customer data does not in itself mean you must be certified.

Can we start with processes?

Yes. You can start by describing one delivery process and choosing the checks you need. Use your own instructions as a starting point. You can work independently or choose additional implementation help.

What do we need to plan before ISO certification?

Decide which services the management system will cover and review your working methods against the chosen standard. Allow time to address gaps, use the working methods and evaluate results. The schedule depends on what you already have and what remains to be done.

What does AmpliFlow cost?

Pricing depends on your size and needs. Contact us and we will tell you more based on your situation.

Have more questions?

Talk to us about your assignments and how you want to follow them up.

Do customer changes or complaints get lost between colleagues?

We show how instructions and follow-up can work in AmpliFlow. You can lead implementation yourselves or choose experienced help.