What’s key to a successful PWAN implementation

Posted on Jan 23 2018 by Ryan Berrisford | Comments Off on What’s key to a successful PWAN implementation
Categories : Customer Service, PWAN
Ryan Berrisford

Ryan Berrisford, Customer Relationship Manager

A Private Wide Area Network (PWAN), which can also be known as an IP VPN, represents a hugely profitable opportunity for our channel partners by delivering the customer a complete connectivity solution with the option of additional profitable value added services such as VoIP, Firewalls and hosting. However, implementing such a potentially complex and business critical solution can be daunting for partners, which is why we are on hand to help and why we have created this useful best practice guide explaining how to successfully implement a PWAN and even providing key questions and factors to consider at each stage.

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Retention – it’s a balancing act!

Posted on Jan 09 2018 by Emma Fisher | Comments Off on Retention – it’s a balancing act!
Emma Fisher

Emma Fisher, Sales Support Manager

Customer retention is a key part of any business, it is important to take care of existing customers as well as new business. How much time do you have to focus on retaining customers? At Entanet customer retention is one of our most important activities.

It can be a difficult balancing act. On one hand, you don’t want to lose contracts that are coming to an end and you’re keen to proactively remind your customers of renewal opportunities. On the other hand, you’re wary of reminding them in case they start to look elsewhere in the market. Right?

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UPDATE: Is a compensation compromise possible?

Posted on Nov 27 2017 by Neil Watson | Comments Off on UPDATE: Is a compensation compromise possible?

Ofcom have now announced the final details of their automatic broadband compensation scheme. Not much has changed since the initial proposals, with some back and forth between industry and Ofcom over the final agreed compensation amounts. But, the biggest surprise is the fact that this will now be a voluntary agreement between Ofcom and several of the UK’s consumer focused providers, namely BT, Virgin Media, Sky Broadband, TalkTalk and Zen Internet with EE and Plusnet also indicating an intention to join the scheme.

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What really is key to running a successful service department?

Posted on Nov 23 2017 by Ryan Berrisford | Comments Off on What really is key to running a successful service department?
Categories : Business, Customer Service
Ryan Berrisford

Ryan Berrisford, Customer Relationship Manager

How do you differentiate your business from your competitors? As connectivity markets become increasingly competitive, focusing on price alone is risky and could see you inadvertently enter a spiralling price battle that you are simply unable to sustain. That’s why more and more providers are choosing to focus on the quality of their service departments to help them stand out. But, how do you ensure you have a successful service department and how do you monitor its performance?

In our latest eBook you can read about several key metrics we use to monitor the performance of our own service departments and how we interpret those figures to ensure a superior level of customer service. But we also describe the importance of aligning those metrics and targets with the business’ overall objectives and the essential role your staff play in achieving all of this.

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Automation vs the human touch – Which is better for smooth operations?

Posted on Jun 06 2017 by Paul North | Comments Off on Automation vs the human touch – Which is better for smooth operations?
Categories : Customer Service
Paul North

Paul North, Sales Manager

It doesn’t seem to matter what you’re trying to achieve or which company or industry it involves, at some point in your interaction you’ll inevitably face an automated system of some description. Got a problem with an invoice, paying your car tax, ordering something from Amazon, submitting your gas meter readings, checking-in for your flight? All automated!

Whilst sometimes it’s just the automated phone system you need to go through before your call is directed to a customer service agent, or that the automated/online approach is optional rather than mandatory, more often than not nowadays the whole process can only be done online through websites, interfaces and automated email confirmations. But is a reliance on automation the best approach and will it eventually eradicate the human aspect, or will we always want/need that human touch too?

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