by Scott Bronstad | Jun 15, 2023 | Service
In the competitive landscape of programming systems and automated device programmers, the importance of providing exceptional customer service and support cannot be overstated. While certain industry players have recently come under scrutiny for perceived lapses in their customer service responsiveness, others have capitalized on these opportunities, improving their market position through a dedicated focus on customer-centricity. One standout example is BPM Microsystems.
BPM Microsystems, a well-established industry leader, is known for its innovative programming solutions and high-performance handling systems. Above all, the company’s real strength lies in its customer-centric approach and swift resolution of service issues. This dedicated focus on ensuring client satisfaction not only helps BPM Microsystems strengthen its relationships with current customers but also plays a significant role in attracting new ones.
Customer-Centricity: A Key Differentiator
BPM Microsystems’ approach to customer service pivots around the needs and concerns of its customers. This approach has proven beneficial in numerous ways. Firstly, it ensures a deep understanding of the customer’s requirements, leading to products and services that truly cater to those needs. Secondly, it builds trust, loyalty, and stronger relationships with customers, who feel valued and heard.
As Penny Santhanam, Senior Director of Customer Care at BPM Microsystems, says, “Our mission is to make every interaction with our customers a valued experience. We’re here to ensure not just the quality of our products, but to provide timely, efficient service when it’s needed most. We believe in walking alongside our customers, supporting them every step of the way.”
In addition, BPM Microsystems’ commitment to a customer-centric approach extends beyond product development. The company also focuses on providing robust after-sales support, ensuring that the customers get maximum value from their products.
Ensuring Greater Uptime: A Commitment to Swift Service
When it comes to the device programming and automated systems sector, time is money. Downtime can have a devastating impact on production lines, leading to missed deadlines, increased costs, and damage to a business’s reputation.
This is where BPM Microsystems truly shines. The company is renowned for its swift resolution of service issues, ensuring that potential disruptions are addressed as quickly and efficiently as possible. This commitment to fast and effective service not only minimizes downtime but also ensures that customers can rely on their programming systems to meet their business needs.
This fast service resolution, coupled with a proactive approach to service, allows BPM Microsystems to anticipate potential issues before they become problems. This foresight, driven by advanced technologies such as predictive analytics, results in greater uptime for customers and smoother operations.
Conclusion
In today’s competitive landscape, BPM Microsystems is setting a new benchmark for customer service in the device programming and automated systems industry. Through a dedicated focus on customer-centricity and swift resolution of service issues, the company is not only enhancing its value proposition but also creating a strong foundation for future growth. BPM Microsystems’ commitment to its customers serves as a reminder that, in the business world, putting customers first is a strategy that never goes out of style.
‘Easy Device Programming’ Article | White Paper: Enhancing Efficiency/ROI in Programming
by Scott Bronstad | May 11, 2023 | Announcements, News
BPM is delighted to welcome Enrique Prieto as National Sales Manager for Mexico. In this role, Enrique will be at the helm of the company’s sales operations in the region, leveraging his extensive industry knowledge and experience to drive growth.
Enrique has degrees in Mechatronic Engineering and a Master of Business Administration. He is a specialized Technical Sales Specialist with an impressive track record. It is a testament to his unwavering enthusiasm, outstanding leadership skills, and ability to excel as a team player. Enrique is fluent in both English and Spanish, and he has led successful sales teams, demonstrating his impressive public relations skills and comfort in addressing large groups.
Penny Santhanam, BPM’s Senior Director of Customer Care, shared her excitement about this appointment: “We’re thrilled to welcome Enrique to our team. His breadth of knowledge and proven leadership will undoubtedly help us provide a more robust service to our clients. We are fully equipped and ready to exceed our customers’ expectations.”
Moreover, Enrique’s analytical skills and problem-solving abilities are unparalleled. His knack for quickly adapting to new concepts, people, and technologies will undoubtedly prove invaluable in his new role. BPM has immense confidence in Enrique’s capabilities and believes that he will provide exceptional service to all its customers.
Committed to Service
In its commitment to providing the best possible service, BPM has also invested in several field technicians based in Mexico. These technicians are readily available to provide support and assistance to BPM’s customers within a 24-hour window. To ensure comprehensive and personalized care, BPM has assigned a dedicated team specifically for each company it serves. This team will cater to all needs across the company’s business operations.
To foster stronger relationships and address any concerns, BPM is offering to schedule site visits with its team. These visits will provide an opportunity for clients to meet the team and discuss any questions they may have. If this is something that a client would be interested in, BPM would be more than happy to arrange it at the earliest convenience.
As part of its strategic restructuring, BPM has ended its sales representative agreement with its previous sales organization in Mexico. While BPM appreciated the services and contributions in the past, the company’s vision for the future necessitates a shift in its sales strategy.
BPM is excited about these new developments and looks forward to continuing to provide excellent service to all its clients in Mexico.
by Scott Bronstad | Mar 29, 2018 | Awards, News
2018 Service Excellence Award Presented at IPC APEX EXPO
HOUSTON, TX-March 29, 2018- BPM Microsystems, a leading global provider of IC device programming solutions, announces that is has been awarded the 2018 Service Excellence in the category of Device Programming. The award was presented to the company during a Tuesday, February 27, 2018 ceremony that took place at IPC APEX Expo in San Diego.
“We are extremely humbled and proud to be awarded the 2018 Service Excellence Award,” said Corey Miles, Customer Delivery Director at BPM Microsystems. “I want to thank our customers who voted to award us with this honor. The feedback from the Service Excellence survey has helped us improve multiple customer-facing processes, and the Customer Service team loves hearing how they are performing. Customer feedback adds a very personal touch to our path forward to world class customer service.”
The annual Service Excellence Awards recognize companies that received the highest customer service ratings, as judged by their own customers. Customers of participating companies rated each company in five service categories including dependability, quality, responsiveness, technology and value for price. Companies were rated on a scale of 1 to 7, with 1 being poor and 7 being best in class. BPM Microsystems ranked first place across device programming equipment providers.
by Scott Bronstad | Nov 3, 2017 | Announcements, News, Technology
HOUSTON, TX—Nov. 3, 2017–BPM Microsystems adopted an Agile software development practice. What is Agile? Agile refers to a software development methodology based on empowering teams, who collaborate with customers, to rapidly deliver working software to customers. Continuous attention to technical excellence and quality improve the agility of a team.
Agile software development originates from the Agile Manifesto. The Agile Manifesto was created in 2001 by a group of seventeen leading figures in the software industry. It reflects their experiences of what principles and approaches deliver the greatest success in software development.
By rapidly delivering working software to customers, BPM is able to deliver valuable features and functionality to customers that achieve business values. Agile allows BPM to build projects around customer priorities and quickly adapt to new and changing priorities.
BPM customers benefit from Agile in many ways. Customer engagement and satisfaction are core to Agile. Improved visibility and customer feedback ensures BPM brings the most valuable products and features to market faster and with more predictability and reduced risk. With Agile, BPM is able to release weekly to every two weeks, instead of 6 to 8 times a year. The frequent release schedule gets valuable changes into customer hands faster.
Since adopting agile in 2017, BPM has seen quality improvements, team spirit is higher than ever, and functionality is being delivered steadily every sprint.
by Scott Bronstad | Oct 2, 2017 | Announcements
HOUSTON, TX — Oct. 2, 2017 — BPM Microsystems today announced achieving 100% on Net Promoter Score®, or NPS®. Net Promoter Score measures customer experience and predicts business growth. This proven metric provides the primary measurement for customer loyalty in the business world today.
BPM Microsystems implemented Net Promoter Score on June 1, 2016, to drive improvements in business performance. The company monitors this score weekly. BPM Microsystems surveys each customer after closing a support case. The survey results allow BPM Microsystems to take corrective action or reinforce processes working well.
“We needed a consistent process to measure customer satisfaction and loyalty,” stated Corey Miles, Director of Customer Service at BPM Microsystems. “The feedback from the NPS survey has helped us improve multiple customer-facing processes, and the Customer Service team loves hearing how they are performing. Customer feedback adds a very personal touch to our path forward to world class customer service.”
The company surveys customers to understand “How likely is it that you would recommend BPM Microsystems to a friend or colleague?” Customers respond on a scale from 0 to 10, where 0 is “very unlikely” and 10 is “extremely likely”. Respondent scores are grouped into Promoters (9-10), Passives (7-8) and Detractors (0-6). Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score.
“Using NPS gives us a quantitative measure of the overall customer perception of the BPM Microsystems brand”, says Corey Miles. “BPM Microsystems values its customers, and NPS helps us get immediate customer feedback that lets us know when we are hitting the mark or not. This isn’t a ‘one and done’ score. Creating loyal customers is something we focus on every day.”
