“Earlier this year we made dramatic changes to our customer service approach,” explains Karl Alderton, founder and managing director of Comms Supply. “We undertook an internal audit and our review showed that faults were resolved far more quickly, and customer satisfaction was higher, when customers were put straight through to an engineer, rather than speaking to a customer services executive first. We therefore decided to restructure our business so that every technical problem or fault is immediately directed to an experienced, well-trained engineer. With an average call wait time of only seven seconds over the past three months, this means that our partners and customers are assured of a quick resolution to their issues.”
To ensure that its growing partner-base is well-supported, Comms Supply has recruited four new engineers. “Two of our new team members are already CISCO certified,” says Karl Alderton. “One is CCNP qualified and the other is CCNA qualified. This additional internal expertise means we can guarantee our partners an even wider range of technically advanced solutions to meet their customers’ needs.”
For more information about Comms Supply’s products and services visit stand 43 at Convergence Summit South.
Visitors can register for the show (7th and 8th October at Sandown Park, Esher) here