Unrivalled Customer Service: Going the Extra Mile!

26 March 2024

Customers have more power than ever.

The plethora of organisations competing for business means customers have an abundance of choice, should they become dissatisfied with their current providers. And, studies show that only 1 in 26 customers complain about a bad customer experience – the majority simply leave^[1].

At Imprima, we are conscious of our clients’ challenges when it comes to the complexities and time pressures surrounding the due diligence process. It can sometimes feel like a marathon followed by a sprint at the end. That is why Imprima has a unique customer service offering to help you through the entire process from start to finish.

You may think that all providers claim to have the best customer service, so what makes Imprima different?

What separates us from the pack is that Customer Service is not just seen as a department or a function at Imprima, but a mindset and philosophy that runs through our entire organisation. That is why Imprima’s service is rated as the best among all VDR providers, as you can see on Capterra, Gartner’s software rating platform (our customer service rating is 4.9 – higher than the other providers).

When our customers experience this unique service level for themselves, they not only know but feel the difference.

The best way to explain what this means in practice is through an example (the scenario below occurred in the closing stages of a recent M&A transaction)

A race against the clock

A deal closing for a key corporate client was brought forward, and the lawyers urgently required the physical USB archives of the VDR to be at the notary office in Madrid by 11am CET the next day. Using a courier service, even with next-day delivery, would have resulted in a delayed closing.

Rising to the occasion

The Imprima customer service team immediately went into solution mode – our service manager found the first flight (6am) leaving from London to Madrid, woke up at 2am to travel to the airport, boarded the flight, dashed from Madrid airport to the notary office and with 45 minutes to spare, the USBs were checked and the deal closed on time!

This is just one of many examples where we go the extra mile for our clients.

Want to experience Imprima going the extra mile for you?

Speak to our sales team.