SERVICE MANAGEMENT SYSTEMS

We have invested heavily in our software and computer systems allowing us to provide the right level of service and reporting that clients demand.

As part of this investment we now have an integrated solution which includes a professional Helpdesk, CRM, Accounting module and Quoting tool.

Our systems are fully integrated providing us with highly efficient working methods to the benefit of all clients. 
 

This is important as our industry has evolved and most clients don't simply want their computer issues fixed, they want their provider to manage their
cloud services, provide management reports and we need to work according to standards and quality processes.

 

We are constantly obtaining feedback on our systems and processes to ensure that we meet the needs of our staff and our clients.

 

ACCOUNT MANAGEMENT

All clients with Reactive or Proactive support contracts will be assigned a dedicated account manager who is accountable for ensuring that we always provide a positive customer experience... this the core reason for our success and high client retention.  Your account manager will provide you with quotations, help, advice and importantly they will interact with tech so you don't need to be involved with any jargon.  Our account managers are not targeted to sell you products and services, although they will process your proposal and quotations.

 

MANAGEMENT TEAM

The company is privately owned by Andrew Horrocks and Steve Nicholls; technically proficient individuals with over 25 years commercial experience within the IT services sector.   Their desire to provide quality service value drives the business and motivates the employees.

 

Andrew is accountable for Sales and Marketing activities within the company which includes Key Account Management and he is the escalation point for positive and negative customer feedback.  If your account manager is not performing for you then Andrew needs to know so action can be taken.

 

Steve manages the Technical Operations and Finance elements of the business.  A fundamental part of his role involves ensuring that our
Technical Service Delivery team are working within SLA's, meeting client expectations and technical staff are adequately skilled to undertake their role.

 

TECHNICAL SERVICE & SUPPORT TEAM

Our technical team are absolutely essential to the success of our business as they are customer facing every day, so we pride ourselves on employing
quality engineers with the right mix of technical ability and a pleasant personality with a strong customer focused approach to their work.  

 

We have 5 engineers including a dedicated helpdesk depatcher and workshop engineer to manage PC builds, upgrades and hardware assessments.
All of the team are fully experienced with the software and technologies from leading vendors, iincluding Microsoft, Symantec, Datto, HP Enterprise and Dell.  

 

Our technical team leader is Ian Halladay.  His primary responsibilities are to manage the support team and ensure that you receive complete satisfaction from our support service.

 

The team members have individual specific skills and strengths, allowing us to assign the most approporiate team member(s) to projects and support tickets to suit their knowledge, qualifications and experience.