How can we help you?

At Total our vision is ‘communicate, care, deliver and grow’; an ethos heavily embedded to ensure we maintain our enviably low levels of churn and award winning customer service.

For the past ten years we have put substantial investment into communicating with our customers and our online tools, the Helpdesk and YourView billing interface, are testament to this. On an ongoing basis, they are under constant development, as both these facilities continue to be improved through customer feedback and suggestion.

Delivering high level service in the fast paced communications industry is a constant challenge that involves adapting the service offering and our tools for many different types of businesses. Servicing a 300-site care home is very different to that of a 9 to 5 insurance brokers. Caring about the differences between industries and their individual issues is what sets us apart.

How do we know though whether we are achieving customer satisfaction in these different arenas?

There are many soft measures of customer satisfaction, such as customer praise for individuals, healthy levels of pre-renewal commitment to repeat business and positive online feedback. Whilst these act as good indicators of satisfaction, they don’t provide hard facts as to whether our customer expectations have been met. So, how do we ensure we deliver the optimum service?

For many customers, a Service Level Agreement (SLA), is a popular way of ensuring that their expectations are clear and a commitment is made to achieving them. In a business where service is paramount to success we see more companies being reliant on delivering service agreements to their own customers, and therefore, more of ours are requiring the stringency of SLAs from their suppliers.

Fortunately, the age old saying that an SLA promises everything but guarantees nothing is in the past. Today, SLAs are an accepted management tool used to understand customers’ minimum communication, support and service requirements. They stipulate the performance measures that we as service providers must achieve at all times.

At Total the launch of the online Helpdesk gave us an introduction into how better we could service our base and what those minimum requirements looked like. Historically this system information has been used internally to monitor staff performance and Key Performance Indicators against customer SLAs.

Several years on, the success of the Helpdesk continues and user registration has increased by 250% over the last eighteen months. That said, we are looking to enhance our offering further still, as our latest Helpdesk project is to change the recording and managing of response statistics and develop a facility to offer customer visibility of these reports.

It’s all about clarity. We offer a service promise and we then deliver it. We are proud of this and will continue to demonstrate that ability to you, now and in the future.

For more information about the Helpdesk and YourView or our award winning service please contact enquiries@total-ltd.co.uk.