Partner for Windows support team achieves renewal of ISO9001:2008 quality mark, recognising Tikit’s on-going commitment to service excellence
The entire Tikit Hampshire support teams are now ISO9001:2008 certified after Aldershot joined Fareham in holding the accreditation. Bureau Veritas, independent auditors, carried out a series of rigorous audits before awarding the certification. The 16-strong support team, who deal with over 1,750 calls per month from the extensive Tikit Partner for Windows and Firmware client base, are proud to receive this further endorsement of their quality management processes. ISO9001:2008 certification indicates that Tikit excels in these quality management areas:
- Market leading Customer focus
- Involvement of people
- Process approach
- Systems approach to management
- Continual improvement
- Fact based decision-making
Simon Hill, Tikit COO, said “We’re extremely proud of our support teams at Tikit. They consistently achieve outstanding satisfaction survey ratings, averaging 94% over the last 12 months. ISO9001:2008 certification is an extremely important aspect for Tikit that demonstrates how seriously we take the delivery of excellent customer service.”
All aspects of call handling procedures and management controls were reviewed – with support analysts tested to vouch for the uniformity of procedure and the auditors ratifying that Tikit use clear and concise communication with the client base.
As part of the accreditation, clients participate in satisfaction surveys – in the last twelve months 94% of Tikit’s customers reported that the support delivered had either met or exceeded the high expectations they have with the service. In one of those surveys, Mohamed Blori from Dowse & Co summarised recent performance in this comment: “Recently Tikit was acquired by BT. We were very concerned that this would lead to less prompt and personal service but to date the customer service has been the same as prior to the acquisition, i.e. excellent.”.
Established in 1994, Tikit Group Ltd is one of the largest independent suppliers of technology solutions and services to legal and accountancy firms and part of the BT Group. Tikit’s client list totals more than 1,450 firms in the UK, EMEA and North America. These include more than 90 of the UK’s top 100 law firms, 300 US law firms, 12 of the European top 20 law firms,18 of the UK’s top 50 accountancy firms and over 600 law firms use Tikit’s Partner for Windows software for practice and case management.
Tikit combines an unmatched understanding of the technology needs of legal and accountancy firms with a broad portfolio of solutions and services, allowing clients to drive real business value and advantage. These solutions include IT Outsourcing, Financial and Practice Management, Time Capture, Document Management, Document Production, Workflow, Client Relationship Management and Managed Services. Headquartered in London, Tikit is positioned as a successful focused business to serve the IT and service needs of legal and accountancy firms.
BT is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services.
BT consists principally of four lines of business: BT Global Services, BT Retail, BT Wholesale and Openreach. In the year ended 31 March 2012, BT Group’s revenue was £18,897m with profit before taxation of £2,445m.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit www.btplc.com
For more information call 0207 400 3737.