Keeping NG bailey talking with the service they deserve
The main problem NG Bailey faced was very poor customer service from their mobile network provider. They didn’t have a good relationship with the account manager which meant that the ICT team at NG Bailey lacked visibility of device failure rate, meaning that some members of staff were left disconnected. They were also tasked with the huge burden of staging and configuring devices pre-deployment. NG Bailey were struggling to manage their own estate and needed a mobile device management company
Symec had several meetings to understand NG Bailey’s existing operations, estate and the challenges being faced. After a consultation period, where Symec worked closely with NG Bailey’s ICT team considering a range of options, a proposed solution was put forward in coordination with NG Bailey. Trial repairs were also provided free of charge. Symec and NG Bailey decided that a range of Samsung phones and tablets best met their business requirements. Symec provided all the hardware and dealt with the staging and configuring of devices pre-deployment. All hardware is covered by a full comprehensive repair contract, including next day swap-out service with buffer stock held centrally in Bristol, ensuring the downtime of any device is kept to an absolute minimum. In addition, we have set up NG Bailey with a unique log in for our online customer support portal so repairs and orders can be easily tracked.
As a result of Symec’s solution, NG Bailey now have full visibility of their assets, failure rates and orders, in turn reducing the workload on the ICT Team. Our flexible approach means that we give our clients the exact service and support they require. Symec allowed a seamless transition of NG Bailey’s estate management with minimal disruption.