Success of Diversified’s Two-Tiered Customer Care System

In order to provide customers exceptional service and meet customer needs quickly, Diversified Maintenance employs a two-tiered approach within its Customer Care framework. This involves giving customers on-ground support through a consistent field structure and 24/7 access to trained representatives at Diversified’s Field Help Desk.

The Field Teams and the 24/7 Field Help Desk allows for increased effectiveness and focused service delivery through a streamlined process.

The first tier encompasses of the Field Management Team who work directly with customers to identify brand standards and expectations, provide quality assurance audits, resolve service issues, and provide customized training to the cleaning crew. The Field Managers also address any gaps in service through real-time KPI checks that are geo-stamped and communicated to multiple stakeholders immediately. The second tier forms the Field Help Desk where trained professionals are available around the clock to attend to customer needs. Their focus is to provide assistance to Field Managers present on-site so that they may take care of issues related to either attendance, scheduling or other aspects of service delivery. Both tiers work hand in hand to resolve service issues as well as ensure service quality.

All customers also have a dedicated Corporate Account Manager who is responsible for all service management accountability; from overseeing Key Performance Indicators to ensuring service level agreements are met. The Corporate Account Manager also directs process enhancements such as cost-saving measures and the implementation of new ideas and methods.

“As true partners, we ensure our customer’s satisfaction on all levels. Our Customer Care and Account Management teams forms a clear line of communication while building relationships with customers on corporate and site levels based upon trust and reliability.” said Bob Duncan, Chief Operations Officer at Diversified Maintenance.

About Diversified Maintenance

Diversified Maintenance has been providing client-focused, quality maintenance solutions to facilities across the United States for over 40 years. For more information, visit

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