A new integrated customer support team drives speedier resolution times
Integrating customer services into one dedicated team has already vastly improved the quality of service we provide our customers and offers further reassurance that any issues can be dealt with promptly with minimal downtime or impact.
Paul Acton
To make sure our customers are getting the best service possible, we have created a new and improved approach to customer service, that promises to reduce resolution times, and ensures issues are resolved at the first point of contact.
At Sure, we know the importance of being future-focused, and that’s why significant investment has been made to upskill our team and increase their knowledge of Cloud, cybersecurity, and all managed services. This investment deliver an improved quality of service. We also on-boarded new experts to our team in new and existing roles to heighten our overall standard of customer services.
With the launch of our brand new Enterprise Portal, customers can now access an extensive knowledge bank of product information, and we have increased our use of AI to make it even easier for customers to raise a query or fault.
Since the new team was established, we’re proud to say the number of outstanding tickets has nearly halved, and significantly more customers have received personalised solutions to issues delivered first-hand by the team.
Resolutions are tailored to customers’ needs, driven by the level of impact the issue is having on their business.
Head of B2B Operations, Steve Shellswell said: “The investment that has been made into streamlining our customer support team is a huge step forward for Sure Business. Our ambition is to be the best of the best, and that filters down into how we empower our team, allowing us to maximise our service. We analyse each fault from an impact point of view, rather than being issue-led, and now have clarity of ownership with a single network support team.”
Sure Group Chief Business Officer, Paul Acton said: “Integrating customer services into one dedicated team has already vastly improved the quality of service we provide our customers and offers further reassurance that any issues can be dealt with promptly with minimal downtime or impact.
“It is critical that our customers have reliable connectivity to keep their data secure and business processes always running. Ensuring that we have a responsive and coordinated team is key in offering them the best standard of support.
“The skilled customer support team are driving our shared ambition to be best in class and leading our transition from being seen as a provider to a partner.”
Find out more about our wide range of services by getting in touch with our friendly team.
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