Communication with clients is key for telecoms providers
1Cobus
Communications, AWARE of the emergence of many new telecoms companies, together with a long-established network provider, Cobus has safeguarded relationships with existing customers.
It was achieved through regular contact and client visits, acting on surveys while complementing this with added value services such as an annual system health-check.
It has secured positive feedback, improved customer service levels and grown sales, using a consultative approach to ensure technology fit, while gathering recommendations.
A key focus within all departments is to ensure retention levels remain high.
Importance is put on regular contact with account managers conducting regular and periodic reviews to ensure customers are getting the best from their services; with engineering providing inclusive visits for preventative maintenance, completing audits and offering additional training and system benefits.
Despite a rapid rise in demand, lockdown saw no drop in service level, with praise for the solutions to remote working presented.
Hull 2The One Point, Hessle
THE managed technology provider prides itself on its Single Point of Contact service, understanding the importance of customer experience.
It has “countless” processes in place to monitor mood, satisfaction and gather feedback from customers, aware they offer the best insights.
Strategies have been specifically adopted to encourage customer engagement, while training encourages the development of soft and hard skills so customers feel supported and the best service can be provided.
The “high quality responsive service” has been tailored accordingly, “offering the support and flexibility to get the best results for their business”.
Mobile usage reporting has been developed to avoid bill shock, warning of additional spend, leading to high satisfaction levels.
The One Point shares celebrations, charity events and expos with clients, or lays on for them.
The self-developed CRM system also allows clients to use it as a software as a service product on any device.