As businesses become more reliant on IT systems it is becoming more common for people to accept poor response times and service levels from outsourced partners.
We speak to a number of businesses on a regular basis and many seem to have encountered slow response times and poor service from their outsourced IT partner. These have varied from 1 to 2 days for simple tasks, through to instances when it has taken the provider nearly a week for a call back. This has even occurred when the customer has requested quotes for new equipment!
How can HWT help?
At HWT we take our response times and service levels seriously. We know it is important for businesses to have IT systems that are robust and accessible for as long as possible. We also understand the loss of income caused by IT problems when they occur.
HWT monitor all calls received via email and telephone into our support desk. All response times are monitored enabling close management of the response times our clients receive.
Response times aren’t the only thing we check; our engineers’ performance is also monitored via regular customer satisfaction surveys. But why do we bother? It helps us make sure our clients are happy with the service they receive. If something is flagged as problematic our management team will contact the customer to find out what went wrong. We then take steps to ensure the issue does not reoccur in the future.
What are HWT’s current response times?
No matter who you are we provide the same service levels and response times. Here is a quick snapshot of our August statistics, these include: calls logged, response times, average time to close a call and our customer’s satisfaction scores for work completed by our support team.
If you are currently experiencing issues with your provider and would like to discuss our services in more detail please contact us to arrange your meeting.
To find out more, please call us on 0845 504 8989, or complete our contact form.