We are delighted to tell you about some significant enhancements we have made to our Support Desk.
Why the change?
Traditionally our standard hours have been 08:30 – 17:00 (Monday to Friday). This fits with the majority of our customers’ working patterns, and of course we have our “Out of Hours” Service for those customers operating evenings, weekends etc. That being said, we are constantly working to deliver an even better service and to resolve your issues even faster.
For the last few weeks we have been trialling extended working hours, with an “early shift” and a “late shift”. This has proved very successful, so we are now rolling out the improvement with immediate effect.
How does this help?
Well, in a number of ways. For example, the early shift now has more time before the normal working day to proactively check for problems which may occur overnight so we can fix them before you even know about them. Also, any Support emails you send will be received and processed earlier, so we can get back to you even quicker. And from your point of view, our phones will now be answered from 08:00, again giving you and us a “headstart” on the day.
For the late shift, it allows us to finish off any jobs which we are dealing with towards the end of the day. This also paves the way for a good start to the next day, which combined with the early shift, allows us to be really responsive to any problems that crop up first thing in the morning (always our busiest time). As the phones will be answered until 17:30, there is a window for you to contact us to wrap up any outstanding issues.
Do you have to do anything different?
No, the phone number remains the same, and the same engineers will be dealing with your issues. This is all about providing a more complete and convenient service for you.