UK – December 8, 2015 – “As ever an excellent service, very quick, efficient and knowledgeable.” This is just one of the many positive comments received by the Fareham Helpdesk on their recent satisfaction survey where clients were asked for feedback upon completion of their support issue. Since November they have achieved 100% satisfaction rates consistently, every week. At Tikit we pride ourselves in giving fantastic customer support and the Fareham Support team are a great example of this.
The team consists of 15 staff led by Miles Osborne and is split into 4 different areas: Technical Support, Applications Support, Accounts Support and Admin/Management. They support over 600 P4W clients and together the team has over 100 years combined experience – so they certainly know what they’re talking about! Adam Leadill of Zemansky and Partners reiterated this when he said, “very helpful and resolved the query quickly”
Calls logged can vary greatly; anything from major server (including Exchange & Citrix) and Operating System failures, Microsoft SQL performance profiling, database configuration, VAT and nominal ledger imbalances right down to the most basic IT issues such as forgotten passwords and inactive user permissions.
Having successfully achieved IS0 9001:2008 accreditation for the past six years it is certainly not a surprise that the team has earned an average satisfaction score of over 96% in the last year. Liam Bramwell of HLW Keeble Hawson put it simply “A top quality experience, as always.”
We are committed to training each member of the team to a professional standard and making sure that knowledge is circulated within the office is a great way to help the team grow. “Josh understood my problem straight away and dealt with it very quickly” said Andrea Sequeira of Berkley Law Limited. This comment was used to describe one of Fareham’s youngest support team members, Josh Court.
Customer satisfaction is very important to us as it provides us with a metric that can be used to improve our business. Working on the front line can be challenging but hearing positive feedback from our clients and knowing we made life a little easier for them is really rewarding and inspires us to keep improving the customer experience.
P4W includes accounting, billing, time recording, case, document and claims management as well as a comprehensive Legal Aid functionality. And, since it is constantly being developed and updated, you can be certain your firm is compliant with the latest regulations.
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