Relationship Management
Achieving a high level of customer satisfaction is as critical to our business as it is to yours. Our goal is to ensure we deliver the service levels your business needs to achieve your customer satisfaction goals not just by fulfilling our contractual obligation, but by understanding and realising the spirit of the agreement.
Integral to our operation is quality management and commitment to best practice. Our implementation of the ITIL best practice framework has created a more customer focused service culture with services managed according to customer business values. Through these ITIL-based processes we are able to identify and resolve recurring issues, reduce disruption to service and offer better control over change. This means better value for money and peace of mind for you through increased reliability and continual improvement.
Service Level Management
Our focus is to ensure that the service levels we deliver do, as a minimum, fulfil contractual agreements with Service Improvement Plans (SIPs) designed to provide responsive, targeted and tangible improvements where required. Our reporting processes underpin Service Management by delivering a standard reporting pack for incidents, problems and changes that can be tailored to suit client specific requirements.
Service Enhancements
The continual development and enhancement of our service delivery lies at the heart of our approach. Our Continual Service Improvement Plans (CSIPs), designed collaboratively with you, provide valid, measurable improvements to our service delivery. Our four step CSIPs development methodology is based on ITIL best practice, namely: to develop the vision and business objective for the service enhancements; baseline the current service; develop the method, costs and timescales for effecting the enhancement; agree metrics to enable us to demonstrate that the enhancements have been achieved.
Customer Satisfaction
As part of our service management process, the team undertakes monthly customer scorecard measurement. This service can if required be extended to incorporate external reviews and benchmarks to help you gauge your customers’ perception of the service they receive. Using a variety of tools and processes, our team will devise an approach that best suits your organisational culture. This may include establishing user groups to provide an informal forum for airing views or more formal and structured customer satisfaction surveys. Our approach provides an invaluable feedback channel to ensure ICT actually delivers what the business requires and plays a fundamental part in directing the ongoing services.
Commercial Relationship Management
We can offer a variety of commercial arrangements including fixed price project and service delivery, passing the risk of cost overruns to us, open book approach to operating costs and margins, providing efficiency gain guarantees or performance-related pricing mechanisms. Our objective throughout is to work with you to create an arrangement that best suits your business.