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Entanet raises rapid response bar for resellers

2nd May 2013

Partner-focused wholesale broadband provider, Entanet, is cranking up competition in the channel on service, striving to answer calls to its support line within 30 seconds.

While Entanet’s UK-based technical team provides 24/7 support for all of its services, its provisioning specialists co-ordinate the implementation of services and handle enquiries, and its experienced systems engineers monitor and maintain the company’s national network and undertake bespoke installations on behalf of resellers.

Stephen Barclay, Head of Sales at Entanet, said: “When you need assistance it’s good to know you can get through to someone quickly who will take ownership of your enquiry or problem and stick with it to the end. Continuous investment in our service team means we strive to keep customers from hanging around, typically answering calls within 30 seconds. Our teams are committed to delivering service quality and making it easier for partners to work with Entanet.”

Recent feedback from partners indicates they understand the value of this high level of service to the business.  One said: “It’s important to me to have a quality service and that’s what I’m getting at Entanet. It’s what I call the ‘John Lewis’ service. This is more important than low prices. The quality of support makes my business look good and I value that a lot.”

Another added: “If something goes wrong, or we or a customer has a query, Entanet’s response is always fast, efficient and comprehensive – even in situations when, as will often be the case, it’s not their fault in any way.”

Stephen Barclay concluded: “While we can’t guarantee that we’ll be able to fix every issue that arises right away, we can assure our partners that they will always get our best attention and that we will act promptly and keep them informed. Our job is to keep our partners happy and to make sure that they can keep their customers happy. We believe that the support we provide is amongst the very best offered in the industry and we will continue to invest and build on that service, raising the standard further.”