We operate a computerised Help Desk running a call logging system. We can enable like for like reporting mechanisms between our customers and ourselves and therefore statistical interchange of data becomes a simple feature. All future developments are assessed and implemented according to customer requirements.

We log all customer calls immediately and communicate the details of call reference numbers with date and time recording whilst tracking their status at all times. Customers will be able to note all response times and those within certain timescales and also be aware of historical details by site, region or equipment. All equipment that is maintained holds a unique ID tag to identify all the components of a system. This is recorded and tracked by the asset register section of the Help Desk system and gives information history enabling any persistently faulty components to be withdrawn from the site and analysed.

Any escalation procedures that are necessary are activated as and when required. Reports on a regular basis are provided to our customers and regular meetings convened to discuss any performance issues.

We have a UK nationwide engineering network that will respond to calls within the agreed contracted response time and in line with set priorities. First time fixes are targeted by engineering spare parts. All engineers hold paperwork containing unique fault numbers for the Help Desk to record in conjunction with every call.

Everybody in our organization has the ability and knowledge to log calls and respond to customer requests for information though we do employ a number of specific Help Desk staff whose main task is to operate the system. If there is a requirement to operate in other countries then we will utilise our business partners in local areas whose language skills are particularly relevant.