At Sipi Asset Recovery, we pride ourselves on our personalized customer experience, which has been a key to our success for decades in the IT asset disposition industry. Our team focuses on creating partnerships with our clients and providing a customized plan to fit their needs.
All too often, vendors can fall short where it matters most – customer success. We live service every day at Sipi, and we believe every client deserves the best in both quality and assurance throughout the entire asset recovery process.
This all leads to the question: Are you getting top notch customer service from your vendor?
Best-in-class customer service experts
Our approach to serving our customers could be defined as personal and hands-on. You’ll be calling a dedicated and direct point of contact when you have a question for the Sipi team – not an offshore call center or a level 1 support technician.
Also, think of the times you’ve called a vendor and been transferred to the “department that can assist with your question”? Sipi’s local service reps are trained in their respective areas of IT asset disposition; our team is equipped with over 115 years of collective field experience and can answer your questions right away.
Logistics and Chain-of-Custody
Are you being locked into a convenient process, or are you being offered a customized logistics program to fit your organization? Or even worse, have you been turned down because your companies’ needs were too unique, or didn’t fit the vendor’s “mold”?
Our approach is to begin with a dedicated logistics representative that will ensure chain-of-custody and efficient handling of your customized plan. This entails requesting freight quotes and programs depending on what’s best for the situation — whether it’s scheduled multi-location pick-ups, on-site processes such as scanning, pack and ship, or piece counts by product family or secure transport for more stringent security needs.
Furthermore, we even offer special programs for organizations of different sizes, such as our box program. To sum it up: our customer service team is laser-focused on flexibility, and we’re willing to take on any challenge.
Auditing and settlement
Determining how your assets will be recovered is a crucial step in the service process… but are your assets being pigeon-holed into recovery options that are too broad, or is your vendor missing the long-term perspective?
An ITAD organization that focuses on a true partnership will go above and beyond, looking for the most beneficial options in the long run. Unlike other companies, our service team is deeply involved in the auditing and settlement process to help accomplish this goal.
During the auditing step, we’ll assign a grade to individual assets. We can even work with you on a pre-audit, so you know exactly which assets arrived securely at our facility. Afterwards, our customer service team will personally work with you to recommend how the assets be recovered. For example, one may be suitable for redeployment in your organization, while another is more appropriate to be recycled.
Reporting and visibility
The process doesn’t simply end after recovery. Are you able to receive detailed reporting for every asset you’ve recovered? Or has your vendor “disappeared” after the job was completed, leaving you with unanswered questions?
Our reporting system, through the latest in software integrations, allows you to get reporting either at the shipment or the asset level with the click of a button – no phone call or service tickets required. Plus, you’ll be able to learn exactly how an individual asset was recovered in fine-grain detail.
Also, this system empowers our client partners to download certificates of erasure and destruction right from the web portal – even based on an individual serial number.
Our clients love this feature! “Sipi is very flexible and responsive to urgent requests,” says the Asset Lifecycle Manager of an online payment processing firm who partners with us.
Finally, you don’t want your vendor riding off into the sunset when you need them most. Our customer service team stands behind their work – we’ll be available for you after the disposition process is complete to answer any questions you have about your reporting or certificates. In the end it’s not just about service, but success!
Next Steps
Sadly, and all too often, there are pieces missing with ITAD vendors: a poor service experience, slow turnaround times, inflexible programs, difficult phone calls, or lackluster reporting and follow-through.
The true key to customer service is an ITAD provider seeking to build a partnership with your organization.
I’m proud of our team’s dedication, our flexibility with our partners, and our long-term philosophy – your company deserves it.
