We know how important service is to a business. Whatever the size of business, you deserve to be treated quickly, efficiently and effectively by courteous and knowledgeable members of staff. Which is why we place such importance on our service and support.
Training the best
All of our support staff are trained by our dedicated and experienced in-house Academy. Whether dealing with Client Support teams, Client Managers or Solutions Consultants, you can be sure that you will get the expert help you need.
We try to ensure that as many enquires are dealt with by the first team member you talk to. But when this isn’t the case, our excellent supplier relationships mean we can usually achieve a resolution more quickly than if you were to deal directly with suppliers.
A strong support structure
Making sure you get through to the right person first time is hugely important. Which is why we have a clearly defined support structure.
Your Client Support Team is there to help you with the day-to-day running of your accounts. They’ll help you log faults, change services and offer mobile and user support.
Your Client Manager offers a more consultative kind of support, and will show you how to use your technology to improve your business. All our client managers are fully qualified and accredited across the wide range of equipment and services in our portfolio. They liaise with our product specialists and our suppliers’ technical teams to maintain their in-depth knowledge – meaning you always receive the best advice to suit your particular needs.
The Client Manager is complemented by a Converged Solution Consultant who can help you map your exact business requirements.
All three combine to give you the excellent support you deserve.
Tailored service and maintenance
Every business is different. Which is why we have a comprehensive range of maintenance and support packages designed to suit your specific needs.
Whether it’s reporting a line fault or lost handset, telling us about a new employee or adding an extra service, our team are on hand to respond quickly. This even extends to technical support, such as advice on using a new handset model.
One of the advantages of our support approach is that you can access help on all your telecoms issues from a single source. It removes the frustrating need to deal with multiple service providers and varying contact centre quality levels.
Constantly striving to raise the standards
To help us find new ways to further improve our service, we carry out regular customer surveys. These help us identify areas that need attention and assist us drive the development of our support processes. In fact, we are so committed to gathering honest feedback that we commission specialist independent researchers to manage the surveys on our behalf. There is also a direct link to the board to give specific feedback on any customer service issue.
