First-class customer care; highly professional.

Wall2Wall, Alwyn Jones

Above all, we recognise that supporting people is as important as supporting technology. We believe passionately in the importance of quality people, delivering a human-to-human service:

• All calls are answered by qualified Service Desk engineers. We do not employ “call-loggers” whose only job is to take a message.
• We resolve 75% of problems in 30 minutes or less.
• Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
• We have systems in place that ensure that the right engineer is allocated to the task in question.
• Our extranet offers clients proactive updates and real time tracking of live support issues.
• Engineers can be scheduledto the clients convenience not the other way round.
• Clients are given the option to feed back personally on all interactions, and this feedback directly impacts on engineers' monthly pay.
• We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.
• The Wavex platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs and our performance.

IT support, disaster recovery, business intelligence, IT services, network support, offsite backup, business continuity, helpdesk, IT outsourcing, managed services, IT security, server monitoring, business phone system.