What made you decide to choose us? “A prior customer told us that you offer excellent Virtual Data Room service.” We have heard that statement so many times that we decided to provide a detailed breakup of what service means to us.
Understanding – the only way for us to get a sense of your requirements is by asking you questions. Are you working on a time bound M&A transaction? Are you using us for fund raising? Is the virtual data room being created as a central repository? Who all are involved? Who are the points of contact from the company’s side? Who are the points of contact from the advisers side? These questions range from the broad to the specific but give us a holistic view of the exact requirements our clients have, allowing us to cater to their varying needs with precision.
Clarifying – roles and responsibilities allows us to ensure that expectations are alligned. We don’t overpromise and underdeliver. We make sure that our clients know what our role is and how we can help. They should expect us to take over all virtual data room related responsibilities. They should rely on us to OCR documents, compress large files, sort the index structure, rename, add and remove files, add users, create groups with restricted permissions, followup with users to make sure they have got access and do anything else that would help the client save time. We do not offer advice on anything outside the scope of the virtual data room.
Executing – nothing matters if requests are not executed in a timely manner. We follow a two-staged response strategy. Our policy is to respond to client requests within 15 minutes. The client should not wonder whether his request is being worked on or not. Once we have acknowledged the receipt of the request we get back to the client when its been successfully executed. This second response time depends on how easy or complicated the request was. In both cases the client is always kept in the loop of progress so he never has to follow up with us on its status.
Availability – running a global company requires working in accordance with different time zones. We cater to our users in Europe, Asia, Americas and the EMEA region through live chat, phone and email support. That means that we work 24 hours a day, 7 days a week. It is a huge investment for us but it is what makes us better.
Process – is what makes all the work behind the scenes come together seamlessly. Without the process there would be anarchy. The ability to maintain a log of clients communication in a manner that each member of our team can track requests at any time allows everyone to be informed. This leads to perfect knowledge that allows requests to be seamlessly transferred from one member of the team to another without having to go back to the client. Everyone is aware of how they fit into the overall process so clarity leads to efficiency.
Quality Control – after we acknowledge the receipt of a clients request and before we inform his of its completion, we run an internal check. A second member of the dedicated team goes through the completed request to ensure that there were no errors. This quality control process elevates our level of service while minimising the chance of human error.
Conclusion
There is no doubt that excellence in service is key when providing data room service and we really believe that service has been our competitive advantage. Its not only about being good at answering calls. Its about having the ability to answer promptly and have the decision making power to execute the request. Each and every deal coordinator in the team has the experience to manage multiple companies from different industries at the same time because they have a rock solid process that supports them. Without understanding our clients needs, clarifying our roles, executing on our promises and being available all the time, we would never have stood out from the crowd of Virtual Data Room Service Providers. Today we have an award winning platform that is run through service that no one can match.
