Avnet Launches Concierge Service To Answer Inquiries More Quickly

The program, Avnet Concierge, promises to find the correct answer within 20 minutes if an Avnet resource cannot immediately help the customer.

"With Avnet Concierge, we're providing our employees with another vehicle to improve the service level for our customers," said Steve Tepedino, president of Tempe, Ariz.-based Avnet Hall-Mark, in a statement. "This program demonstrates our continued commitment to providing the best customer experience in the industry."

The program is part of Avnet Hall-Mark's strategy to increase customer satisfaction. The distributor uses a third-party agency to track customer satisfaction on a monthly basis and has seen year-over-year improvements.

Customer satisfaction reports are posted regularly on Avnet's intranet, and employees are informed of outstanding complaints when talking with a customer, according to the company.

"AvnetHall-Mark took a proactive approach by contacting me initially to inquire about my satisfaction level," said Jaime Gmach, president of Evolving Solutions, a Hamel, Minn.-based solution provider, in a statement. "As I surfaced [with] a particular issue, they worked with me to resolve the issue promptly and then followed up again to ensure I was satisfied with the outcome."