Customer Support
A choice of methods can be used when you need support from Britannic's
national helpdesk such as our free online fault logging system.. Support
calls can be logged by phone, fax, e-mail, or by logging the support request
via the Customer Zone (CZONE) - a secure customer extranet (website). This
allows individual customers to interact with the support team in whatever
way bests suits them.
Logging a fault
Support calls are all allocated a unique ticket number, this can be used to track the progress of the support query from the time it is initiated until closure. Comments made by anybody involved in the support query are logged against the ticket. Once again, this information is available through all the methods mentioned above. The CZONE will allow you to access this information whenever it is convenient as it is available 24/7.
Communications via the CZONE are PIN and Password protected, ensuring maximum security and customers only have access to see their own support records.
ProMARK allocates a ticket number against the fault and provides the platform where comments are made against the various tickets. This provides a complete history of support requests and their subsequent resolutions from a single point. All of this information is available via the CZONE.
Out of hours support requests are logged by calling an out of hours number, by sending an e-mail or by logging onto the CZONE. E-mails and CZONE logs are read first thing in the morning, where "out of hours" calls are responded to immediately.
Who deals with the fault?
All support calls come through the helpdesk. The helpdesk is populated by qualified engineers who are able to deliver first line support. The support request is diagnosed and if possible, resolved immediately. If this is not possible, it is passed to a second line engineer to resolve, which depending on the type of service request may result in a site visit. We are currently able to resolve in excess of 80% of support requests remotely across all of our services.
The helpdesk uses ProMARK Helpdesk Software, which was developed by Britannic. This has been developed inline with best practice within the industry, customer service requirements and internal feedback. This has ensured that as the application has been developed by us, that it accurately supports Britannic's needs and enables us to optimise efficiency and customer care.
Communication whilst the fault is being dealt with
Customers are automatically sent an email confirming their service request has been logged within ProMARK, providing their pin and link to the CZONE. As the service request progresses within Britannic's Customer Service team customers are kept up to date with automatic emails again with links back to the CZONE. Upon completion the customer is automatically sent an email confirming the remedy and closure.
We use automatic SLA monitoring within ProMARK. We have established alert & escalation times within the software so that we are able to proactively manage service request which may have the potential of extending beyond the SLA.
ProMARK has extensive reporting available within the application, which is reviewed monthly by Britannic's management team as part of our Quality Management Policy.
Customer satisfaction
ProMARK enables Britannic to monitor our performance and ensure that we continue to deliver the level of service that has enabled us to maintain long-term relationships with customers such as the BBC and Trailfinders Travel. ProMARK is available to all departments within Britannic, allowing Account Managers and Senior Management visibility of activity at customers sites.
Our helpdesk operation is reviewed twice a year through structured customer satisfaction surveys. This is undertaken as part of an overall review across all client facing aspects of our business.
We have a total of 26 engineers who are qualified to support the services we offer. There is a formula in place to calculate how many engineers are required to deliver support in accordance with the various Service Level Agreements (SLA) we have with our customers. Our Service Manager monitors this and keeps in touch with qualified engineers, so that if we need to appoint a new engineer, the process is kept as short as possible. We do not use third party engineers.
As applications developers and systems integrators Britannic Technologies
have created a number of applications and products which add value to core
offerings and enable us to enhance the service and support we deliver.