Account Management

We offer dedicated telecoms and IT account management to help keep your business connected and performing highly.

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One Point Of Contact

We proactively manage our customer accounts by assigning a dedicated account manager to every customer. Our account managers are available on email, direct dial, or mobile, and will work with you to make sure you’re getting the best experience from your services.

Benefits

  • Dedicated contact for every customer
  • One point of contact
  • Regular tariff and service reviews
  • Strong product knowledge
  • Catch up calls, emails, and face-to-face meetings
  • Expertise to advise on ways to save money and boost productivity in business

We Take Care Of Your Telecoms and IT

Whether you’re a single device business user, an SME looking to move servers to the Cloud, or a complete multi-site business requiring a full communications infrastructure, we support you every step of the way.

We offer account management as standard and your contact will be on hand to support you and answer any questions you have. We perform regular surveys and use the data to shape the way we do business. All service tickets are logged, acknowledged and reviewed.

We take the time to get to know your business so that we can tailor our services and deliver real value

We Deliver Excellent Service and Support

Customer service is at heart of everything we do and we recognise the importance of continually reviewing our service to make sure we’re delivering for our customers. We perform regular tariff and service reviews as well as bespoke reporting based on the data you need. As part of these reviews, we identify ways to save you money and opportunities that could benefit your business, such as devices, data usage, and mobile device management, to name a few.

We work to industry-leading service level agreements and continually monitor our performance. In 2018, we achieved a 99.3% positive customer service rating and 96.4% of our support tickets were resolved in less than 2 hours. We’re also proud to have received awards and accreditations based on our customer service.

Frequently Asked Questions (FAQs)

All customers are assigned a dedicated account manager. Your account manager will get in contact with you as part of the onboarding process. You will then have their email address, direct dial phone number, and mobile number.

We tailor our communication based on what you need. We can schedule regular calls, emails and face-to-face meetings. Alternatively, we can get in contact on an ad-hoc basis when we have updates for you. Outside of scheduled catch ups, our account managers are available over the phone and email to answer any questions you may have.

We perform regular contract and service analysis and can make recommendations based on this. We can see if you’re on the best package for your usage and we can also check that you’re getting the best service from us.

We can also generate bespoke reports based on what you need. For our mobile customers we can provide:

  • Monthly bill breakdown per connection
  • Cost allocation by connection number
  • Any device ordered in excess of £100 p/m
  • Any connection that has had zero usage in the previous 3 months and identify where these connections can be reallocated
  • Most frequently dialled numbers per connection
  • Chargeable calls per connection
  • The balance in the hardware fund

If you would like a specific report then we be happy to look at producing this for you, providing we’ve got the data available to us.

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