Customer Service AwardBack to Winners
Sponsored by Towergate Insurance Brokers
LOCATION: Tunbridge Wells
KEY PRODUCT/SERVICE: IT support
NUMBER OF EMPLOYEES: 40
Infinity Group’s staff have 290 years’ combined experience in IT and telecoms. The business telecoms and IT support firm delivers customer service through a team of four managers and 15 engineers.
Marketing manager Nikki Laker said: “Providing customer service excellence is one of our core aims as a company. All support tickets logged by customers are monitored and tracked ensuring the right engineer is assigned the best-suited task to their skillset.”
The company is about to invest £30,000 in developing a new customer portal, where users can get real time info on how their IT support is being managed. They will be able to log in, track the progress of their query, log new problems, manage other users of their company and search Infinity’s archive of useful articles.
Ms Laker said: “Many of our customers choose to use the customer portal instead of telephoning us for convenience.” Its work is paying off, with clients including Lloyds Bank, Specsavers, Dominos Pizza and AgeUK.
The company has become a Microsoft gold and silver partner. It is also a Mitel silver and WatchGuard gold partner, which helps it engage more midmarket and corporate customers.
It recruits staff through specialist recruitment consultants and its sales team has grown from two to seven in two years. The firm issues customer satisfaction surveys to clients, which are used to monitor engineers’ performance. It generates a daily score for customer service using an independent online review engine called Feefo. The reviews cannot be edited and are trusted by consumers. It aims to keep its score above 80%.
“We felt this is important to demonstrate customer transparency,” said Ms Laker. The firm hopes to become one of 300 managed partners with Microsoft in the next year. It has Investors in People certification for the next three years and 14 staff in client services team gained NVQs diploma in customer service.