We have a team of about 20 people, running a chartered accountancy practice. Perceived indifference is the easiest way to lose clients and i'm not feeling reassured at the moment. In truth my team are amazing and really care, but we let oursleves down with this. In the last couple of weeks we've had some client complaints about how long it takes to get a reply form my team, and actually lost two clients we never should have lost.. We have tried performance standards, but its all self evaluated. I have a great team who do care, but this is really somethinmg that clients notice.
Is there any software we can use, or even raise a ticket enquiry (actually I hate the idea of this, but at least its accountable)?