Service Management

Putting customers first by delivering service excellence

Your systems should run smoothly with change and problems happening transparently to your people and customers.

Our focus in service is on customer satisfaction and we achieve this by following a rigorous process based on best practice and following an ITIL approach, backed up by an experienced team and lots of common sense.

We recognise the investment made in building the technology solutions that run your business and the importance of keeping them running and servicing you and your customers’ needs.

Our team are experienced and certified across all areas of service delivery. We use the latest tools and technologies to support your systems and draw on all of this to ensure the best approach is tailored and adopted for each individual service.

Helping to deliver better services

We work with you to align customer and business needs with technology services and opportunities to enhance efficiency, improve productivity and reduce cost.
We believe everyone in the team is responsible for driving improvement and achieving better service.

Amazon Web Services

As an AWS partner for over 10 years, our consultants have deep and broad experience of the world’s leading cloud platform. We work closely with AWS to ensure customer success at every stage.

Salesforce Professional Services

We have delivered Salesforce​ solutions to customers across all ​sectors for over 10 years. We use that experience to support you in releasing the huge potential of the leading CRM platform.​

Microsoft Consulting & Solutions

Our team of Microsoft certified professionals have extensive experience of delivering services including Microsoft Dynamics, Microsoft SharePoint and many other Microsoft technologies.

Our Approach

For new projects, our service teams are involved form the outset. We work with the broader project team to ensure the all aspects of running and managing the live service is considered and properly designed.

For existing services, our team will build a tailored plan to transition the service and bring it under our manage and control.

During transition, our teams work to receive and fully onboard the service so it can be well managed and maintained. The managed service comes to life at this stage and includes every required to ensure the service runs in accordance with the business and user expectations.

Service Management Tooling?

We use the latest cloud technologies to manage our teams and workloads. A customised Salesforce Service Cloud solution is our service management system of choice and an Amazon Connect omni-channel, intelligent contact centre supports our customer and user interactions.

We happily support other systems for customers where the need arises and work well with third parties to ensure the right service outcomes are delivered.

Service Strategy & Design

While our teams support many customer and solutions, we offer support and consultancy to help with all aspects of Service Management. We provide Service Strategy, Service Design and Service Transition support to help deliver mature, stable and successful ITIL based services across many customer organisations.

We can help to effectively plan, prioritise and deliver a programme of service improvements that will steer your enterprise service delivery down the right path.

Delivering reliable, efficient services to the businesses of the future

Great customer service is not a luxury and as business relies more and more on technology, that technology needs to work, constantly and efficiently.

We are relentless in ensuring the services we are responsible for not only meet agreed service levels, they need to exceed them.

We continually drive improvements to the services we deliver. Our next generation service desk, run by a team of certified service managers, supervisors and analysts provide the highest levels of service and are assessed regularly using customer feedback to ensure standards and service levels are not only met, they are exceeded.

Whatever is required, we will find a way and help you build, support and grow your Intelligent Enterprise.

Related Case Studies

See how we’ve used the best technologies available to help our customers achieve success.

Primary ICT Support

Information Technology (IT First Line Support)

Leading Manufacturer of Consumer Goods

Service (Product Support)

Standard Wool – Remote Desktop Service

Making a move to the cloud with a secure infrastructure solution.

Voice 21

Voice 21 – Project Case Study

Business Intelligence for Health Services

Providing secure reports to public and private audiences

Let the data do the bidding

Wool is bought at multi-day auctions with price variations. This complexity was sure to yield patterns, but how can we take advantage of them?

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