MEET THE CUSTOMER SUPPORT TEAM

I am responsible for overseeing two main areas: the service desk and major incident management.

The service desk acts as the primary point of contact for our customers once their services have been handed over from delivery. Our team handles everything from phone calls and auto-emails to first-line ticket responses. We deal with a substantial volume of interactions, processing around 3,500 auto-emails and 6,000 customer-logged incidents through our SMAX system each month, in addition to raising 10-12,000 of our own tickets.

Our role is to gather necessary information, determine where it needs to go, and understand what the customer wants, whether it’s a change, a fault resolution, or further information. We prioritise having staff who can hold effective conversations and provide excellent customer service, as these skills are crucial for resolving issues efficiently and maintaining a high level of customer satisfaction.

In major incident management, we act as a wrap-around service, monitoring the process and stepping in when tickets are not progressing well, when there are major outages, or when a single incident has a significant impact. We ensure SLAs (Service Level Agreements) are met, managing escalations, and proactively addressing high-priority issues to prevent breaches. Our focus is on adding value by providing oversight and ensuring the engineers can concentrate on fixing the problems.

Our team’s dedication to the customer experience means we are highly focused on understanding and meeting customer needs. We conduct quality checks, provide regular training, and continuously review our processes to ensure we deliver the best possible service.

Here are two examples demonstrating how we’ve assisted our customers with their challenges:

Example 1: Logistics and Distribution Company

One of our customers is a logistics and distribution company that operates around the clock to deliver products to supermarkets and newsagents. It was acquired by a larger organisation, which introduced additional complexities to their operations. Its business is highly dependent on internet connectivity, and any outage can significantly disrupt their overnight packing operations.

To address its challenges, we organised workshops to ensure a smooth transition and to familiarise our service desk with its specific needs. We implemented tight, fixed SLAs and new reporting systems to monitor potential breaches. This proactive approach allowed us to anticipate and resolve issues before they could impact its operations. As a result, the number of open tickets decreased significantly, and our strong relationship with our customer ensured that we could quickly respond to any major service outages. We also undertook projects to upgrade its end-of-life equipment, ensuring its infrastructure remained fit for purpose.

Example 2: Healthcare Service Provider

Another customer is a healthcare service provider with a network of GP surgeries. Their primary focus is on delivering patient care, which means they often need extra support with their IT infrastructure. They required a reliable partner to manage their IT needs and provide prompt assistance to ensure seamless operations.

We implemented a tailored support structure, including a dedicated service desk team that understands their specific requirements. By providing clear communication channels and regular updates, we were able to resolve issues efficiently. Our team also conducted training sessions to improve the staff’s familiarity with the systems, reducing the number of simple support requests. This partnership has led to smoother operations and a more confident, self-sufficient customer team, allowing the healthcare provider to focus on their core mission of patient care.

These examples highlight our commitment to understanding each customer’s unique needs and delivering tailored solutions that enhance their operations and overall satisfaction.