The team's objective is not to sell the client hardware or software but to understand the customers use of the system, how the client perceives the service delivery of incovo and to constantly look for ways to improve the clients return on their investment.

Unique Service

One of the main areas incovo differ from our peers is we have a service delivery team that is not financially targeted, as it is not sales led.  In past experience where sales people have been account managers there has been a lack of consistency and a high level of attention around projects that will end in a significant sale and little interest in solving problems.  From our experience this is not the fault of the sales person but the fact that they have a monthly sales target makes it difficult for them to consistently deliver information and quality of service.

Service Account Managers

incovo's answer to this is our SAMs.  Each service team is led by one of our Service Account Managers (SAMs).  The SAMs main role is to listen to client requests and to make sure these requirements are met and understood.  The SAM will be the first point of contact to arrange any activities out with the run of mill fault calls.  In addition to this incovo's SAMs are trained on their clients systems and will be able to offer demos and suggestions on how to get the best from their current system.  They can also arrange training and the provision of additional equipment at short notice.  As a result, this model has seen an increase in business originating from our client base and a higher customer retention rate.