Response time

[exmopar]

Can anyone at ADP advise why when I put in a case as "C" priority through Websuite, I have a response within 5 minutes, but an "A" or "S" takes almost an hour or better?

[Matt Parsons]

No easy answer to this question. A cases take priority over C cases, but you must keep in mind that different applications are supported by different call centers and different agents so it is possible that an A case could take longer due to the nature and severity of the problem, the backlog of cases, etc.

This is kind of like asking why I can get an oil change done in 15 minutes but a driveability can take hours or days, even though to the consumer it looks like both jobs go into the same shop...different techs, different skills, different baklog of issues, different complexity of the problem.

Now, with that said, we would be happy to look at your specific cases to make sure we have not missed the mark or not handled as well as we could have. Being that our profiles no longer list our contact info on this site...if you want me or the ADP team to do a bit more research on this, can you reach out to me at my email address (matt_parsons@adp.com) and let me know how to contact you and our Customer Care Manager said he would be happy to get engaged in this.

[exmopar]

Sorry Matt - on a rant. It does seem strange that it has happened to us so many times this way. If there is any more that I see, I will send you case #'s @ your ADP email.
Thanks.

[This message has been edited by exmopar (edited 03-12-2008).]

[Matt Parsons]

Thanks Ryan, will be happy to research if you continue to question this.

Matt

[Mike]

I currently have an issue with my printers in the Parts Department. NONE of them are working! I called ADP Hardware support and based upon past experience I had packed a lunch and settled in for a long wait. I nearly fell out of my chair when I actually spoke to a knowledgeable and helpful analyst with less than 30 seconds of holding!! Yes I am serious. My problem is not resolved, but I have a case (105795739) and it has been escalated.

Thanks Matt and ADP for working to improve hold times.

[Gerry Laughlin]

I had to call ADP on 2 issues last week, got thru to Parts on the first ring. Had to sit on hold for Systems for about a minute. I would say there has been a real positive turn-around in their phone system and procedures.
Gerry

[Matt Parsons]

Guys, glad to see you are receiving a better experience. ADP has been restructuring the way our support centers work together so that they are more of a virtual network of advisors and calls can move from center to center as volumes ebb and flow. I know that the leaders of this area take it very personally when they are not delivering superior service.

My expectation is that you will continue to see fast, accurate, highly trained associates in place to assist our dealer clients.

Matt

[This message has been edited by Matt Parsons (edited 03-27-2008).]

[This message has been edited by Matt Parsons (edited 03-31-2008).]