Network Connect is pleased to announce the introduction of new integrated features for your Splicecom Telephone System which have been developed in conjunction with schools.
The new features are aimed at assisting Schools with Pupil Welfare.
At Network Connect we are continually searching for ways in which we can improve our services to our customers. Our aim is to provide the best ‘customer experience’ in our industry. We start with the simple things, like answering our support calls promptly with no queues or call backs, and then we build on the basics in order to provide maintenance and support services of the highest possible order.
Network Connect's Professional Services, i.e. the delivery and implementation of its solutions, and the support and servicing of its customers, represent the core values of the company. Although not easily achieved, we attempt here to provide a 'flavour' of the way in which we go about our business.
Pre Sales - How we handle your enquiries.
The task of selecting a new communication system comes around only once every 5 to 10 years. When that time arrives, you want clear, professional advice from experts in their field, individuals who have your interest in mind. We obviously want to receive your business, but we also want to provide you with a service and to work in partnership with you towards the common goal of implementing outstanding communications throughout your organization.
The basic hardware components which make up the architecture of the systems which we supply are easily explained. Our strategy is generally one of educating our customers to a level of understanding which enables them to make informed decisions concerning when to invest in additional hardware or technology options. It is the role of both our sales staff and our project managers to ensure that level of understanding is created.
Each member of the Network Connect
Each member of the Network Connect sales team is fully trained to the highest level of accreditation for the products which we supply. This ensures their technical knowledge is second to none and, just as important, it ensures you can have complete confidence in their ability to provide you with the right solution for your business. These people are accountable to you, they will be the people who re visit you after the completion of the installation and will carry out the Customer Satisfaction Questionnaire (CSQ). If they or Network Connect get it wrong tell us where we have erred for only then can we improve for the future.
The change to a new telecommunication system should, in theory not be a cause for disruption to a business operation. This theory is sound as long as a few fundamental practices are followed:
There must be effective communication between the project manager and the customer at all times. Probably the prime reason for inadequate implementation of a communication system can be found when poor dialogue exists between supplier and customer.
The customer's requirements must be fully explored by the project team to ensure full advantage is gained from the available technology, for the benefit of both the customer and the companies with whom he deals.
Technology should not be implemented for technology's sake. If there is no business advantage, either commercial or operational, then there is generally no requirement for its implementation.
If it can go wrong it possibly will go wrong. Every effort must be made to ensure that contingencies can be quickly put in to place in the event of a problem or failure.
No stone is left unturned in an attempt
Network Connect's project management team is trained and monitored for its effectiveness in realizing the above. No stone is left unturned in an attempt to get it right the first time. A typical installation scenario consists of the initial programming meeting, where a dedicated project manager will meet with the customer to discuss the application in detail. It is at this stage the project manager is tasked with exploring the customer application in detail with a view to extracting the maximum benefit from the available technology. Bespoke programming templates and support documentation which are provided for the customers enable them to detail their programming and implementation requirements. During the weeks leading up to the commissioning of the system, Network Connect takes on the responsibility of arranging line requirements and of scheduling engineers and any other additional services. Further project management meetings are arranged if deemed necessary. With all the programming requirements supplied by the customer and the i's dotted and the t's crossed by the project manager, the installation should be commissioned without a hitch.
Engineering falls into two main categories:
In both areas our engineers are trained, not only in the core technical competencies which are essential to implement a first class installation but also in customer facing skills thus ensuring complete empathy with your company's needs.
We recognize our customers are at their most anxious when a new system is brought in to service. This is understandable for any degradation of service may adversely affect the business as a whole. A project manager will attend site, in addition to our engineering staff, at the time of the changeover to the new system thus ensuring any anomalies or customer concerns can be dealt with in the shortest possible time.
Our experience shows it is good practice to have an engineer in attendance on the first full working day after the system live date. Although a costly exercise for us, it is one way of ensuring we respond quickly to any problems or unforeseen changes to our customers requirements.
Some individuals welcome change whilst others hide from it. The role of our end user training staff is not just to work through a user guide and to demonstrate the key features of the system, it is to ensure your employees utilize and welcome the business advantages of the equipment in which you have invested. Therefore, prior to the system live date, our trainer's task is to concentrate on imparting the necessary skills which will allow your staff to reap the benefits of the new system and to instill enthusiasm for the benefits which will occur. If this is carried out effectively it is possible to totally eliminate the fears of the most reluctant individual and to ensure all concerned greet the change with enthusiasm.
Many years of experience in monitoring
Many years of experience and monitoring of customer satisfaction levels have led us to believe we can extract the maximum benefit from the end user training by adopting the following format:
We have a tremendous amount to lose if we fail to provide you with the service levels which you expect after installation. We would lose the chance of repeat business from your growth, referrals to other companies and our reputation as a whole. Our intention is to provide you with the highest possible level of service so you do come back to us time and time again. In this highly competitive world it is no easy task to continuously expand our customer base, having gained a new customer we certainly do not wish to lose him.
Internal Account Manager
Customer Updates - the systems which we supply are continuously developed to incorporate the latest advances in technology. You have purchased from us a platform which allows you to develop your communications and to take advantage of these new technologies. If you are unaware of these developments how can you possibly take advantage of them? Network Connect's Customer Web Portal, is continuously updated and revised with the latest technology which can be incorporated in to your business. Our Internal Account Managers are also tasked with delivering this information to their individual customer accounts.
How we deliver our service and support.
Faults and Support Requests.
In what ways should our customers contact us? - in whatever way they wish.
Support Requests by telephone.
Support Requests by e-mail or fax.
Most of our customers are
Support Requests by Instant Messaging.
Support Requests by our Customer Services Web Site.
Support Requests by Instant Meeting.
Acting on your support requests
Monitoring Support Progress
Closing a Support Request
Self Service FAQ’s
Network Connect Support Centre
We pride ourselves on the excellent relationship which we enjoy with our customers. To keep all of the people happy all of the time is quite a tall order for any organization. Naive though it may seem, this is our goal. We do not always get it right, we are reliant on other suppliers and services, both human and machine, all of which can be fallible. The test comes when any of the aforementioned fails, it is then we excel and the difference is evident for all to see.
Every installation which we carry out is revisited by one of our customer representatives and the customer's feedback is sought in the form of our Customer Satisfaction Questionnaire.
Network Connect averages 8.8 out of 10 for
That's 88% satisfaction - not perfect, but the figure is rising each month. It is by closely monitoring our performance in this way we can continue to improve.
Customers are only going to remain with us if they are continuously provided with the high standard of service which they have a right to expect. 75% of our business comes either from existing customers or referrals from existing customers - we must be doing something right!
The graphic below indicates the increasing customer satsifaction levels over several years since Jan 1999. Each customer was asked to, rate the performance of Network Connect Ltd. out 10 for each category, and provide additional comments where appropriate to assist in improving further the service we provide. The most up to date 'live' data can be found on our Customer Satisfaction Page here... (opens in new window).
Network Connect was placed in the top 4 on no less than 15 occasions out of 19 categories, something achieved by no other company:
No.1 Overall Quality of Service & Support