Chicken Or Egg: Sales Or Service?

In the ever-shifting IT and telecommunications landscape, capacity, reliability and technical innovation are pre-requisites to success for solutions providers, says Dave Sample, Technical Director at Gateshead-based Advantex.

It almost goes without saying that growth has to be a priority for any business but at what price? If it comes at the expense of failing to maintain standards of care, poor customer service and an inability to hit SLAs, then the question must be asked: is it worthwhile? Clearly not.

So, in these straightened times, what does make the difference between success and failure, and the retention of happy clients while pursuing your own corporate ambitions? Undoubtedly, professionalism, effective account management and attention to detail are key ingredients in any recipe for success but when experience and longevity are added, it becomes even more potent. These lie at the heart of Advantex’s philosophy, where retaining customers is built around a mix of attributes that combine to deliver added value IT, communications and security solutions. “Many companies work hard to win new business but lose focus once the contract is signed. When we win work, we never lose sight of the customer experience and are always looking to add even more value through the provision of extra services,” says Dave. “We believe that it is our attention to detail that’s seminal in separating us from other providers. “All this, plus 15 years’ experience, the highest levels of accreditation and processes, enable us to deliver the exceptional standards of service that we consistently achieve.

In short, we make the whole IT and telecommunications experience simple, expedient and painless for the customer.” This approach goes someway to explaining the firm’s rise in the IT ranks to become one of the region’s preeminent operators, reflected in the work it undertakes for a number of high profile companies who are themselves market leaders in their own sectors: Hitachi Rail, GE Oil & Gas and Rockliffe Hall among others. Indeed, Advantex’s contract with Hitachi goes from strength-to-strength on the back of a first-class service products, supported by a highly skilled technical and account management team, have been installed and are now operating at seven sites nationwide. Middlesbrough Football Club is another customer to benefit from Advantex and see the difference the company’s services have made.

An ageing phone system has been replaced with state-of-the-art, internet-based technology from Mitel that will provide significant and long-term improvements – over the next five years, a flexible and stable telecommunications platform will reduce call and maintenance costs while increasing productivity and enhancing user experience.

Advantex is also currently working closely with Sunderland AFC to deliver similar benefits. The legal sector is another where firms are switching onto the benefits of the latest technologies. A Newcastle firm of solicitors, whose previous supplier’s helpdesk was a constant disappointment, have seen strident improvements on the back of an evolving strategic relationship with Advantex. A new help desk service has significantly improved disaster recovery resolution. Dave says: “The work reflects the strength of Advantex’s reputation for delivering excellent support, which was a huge factor in the decisionmaking process and the basis for a closer relationship between our help desk and the client’s staff. The support service is remote and more hands-on, with all the feel and appeal of an inhouse IT support team.” There’s no doubt that Advantex’s experience, allied with its technical know-how and extensive resources, ensures customers enjoy peace-ofmind when investing in and using the latest digital technologies. Moreover, closer cooperation and integration presents customers with the opportunities to explore additional services that can be integrated seamlessly into their existing IT infrastructure to improve their own performance and offering.