DMI is committed to implementing industry best practices and standards for process improvement, security, and quality management.
In order to continually deliver quality-based solutions and services, DMI has successfully integrated three ISO standards, ISO 9001:2008 (quality), ISO 20000-1:2011 (services) and ISO 27001:2013 (security), making us the first company to successfully achieve true integration of three separate and important industry standards.
DMI has built DMI University for the continued education and training of our agents to allow for growth and re-training of materials and new trends to allow continuous improvement across all our customers. DMI has designed a continuous improvement model that we develop with each one of our customers, to allow for targeted road mapping and goal creation with our customers. We leverage a Gartner leader Five 9 phone solution to support our customer via phone, chat, social media, and via web portal. Our advanced chat capabilities allow for multi-lingual chat leveraging chat bots and self-service options. Leveraging our ServiceNow platform we have the capabilities to handle tickets, problem and change management per ITIL-based standard.