At COINS, our priority has always been to provide outstanding client service. However, we are also conscious of the need to continuously improve our service quality to meet the changing needs of our clients. Based directly on client feedback from a recent review of the way client needs are met, the new Client Services Division has been set up to provide a more ‘joined up’ support and services approach.

The responsibilities of the Account Managers has been divided into two new roles; the Commercial Managers will continue to work with clients on their requirements for additional COINS capabilities while the Service Managers will focus entirely on ensuring that clients receive quality service from whichever part of COINS they are dealing with.

Together with the existing Customer Liaison team, and a new role of Service Delivery Co-ordinator who will support upgrade implementations, all of these roles will work as a team to address client requirements. Clients have different requirements at different times, so to avoid a ‘one size fits all’ approach, the combination of roles working with each individual client will vary based on the specific needs of that client at any one time. Work has also begun on improving areas identified from client feedback as high priorities, particularly the Product Development Request process (PDR). However, the COINS full service plans, goals and objectives will be based on a comprehensive rolling client satisfaction survey.

Client Directors from the COINS Senior Management Team have been appointed to work with the teams of major clients on all aspects of their COINS relationship, from strategic, long term plans to ensuring that the services provided meet their requirements.

Service Managers have already begun the process of getting to know their clients, positioning them to understand and take action on their individual requirements, and over the next few months more clients will be assigned a Service Manager.

By regular monitoring of customer satisfaction from client surveys and feedback, COINS believes that it can continuously improve the quality of front line service aligned to clients’ changing needs over time through the dedicated Client Services Division based on a more flexible team structure.