Priority One Support means you receive the service standard you expect every time

BlueCentral are working continually to find better ways of providing great service to our customers. We clearly understand that to be a leader in our industry it is essential that our service levels to our customers differentiate how we do business. In simple terms we are always seeking to find new ways to ensure our customers get value for money and the support and service they expect. We invest in the tools and staff to make this a reality.

BlueCentral are continually seeking to be recognised as an organisation differentiated by the level of service our customers receive. Customer satisfaction and service operations performance is our key measure of the quality of partnership we have with our customers.

Our service levels are founded in the quality of the design, infrastructure and approach we adopt to implementing and delivering managed hosted services to our clients. Our customer support structure, online management tools and account management overlay is how we ensure that our customer service is accessible, responsive and ensures our customers requirements are met and exceeded.

Account Management and Customer Service

BlueCentral adopts a comprehensive approach to account management (AM) with dedicated and named support staff, and account managers for every BlueCentral Enterprise account. BlueCentral has a philosophy of aligning the correct disciplines and areas of expertise with their peers within customer accounts. BlueCentral’s account management structure consists of the following resources. All accounts will receive a dedicated account manager with those accounts within the Major Client Account Management Program receiving dedicated technology specialists as an extension of their IT support team:

• Dedicated Hosting & Mobility Account Manager: Your AM is responsible for the day-to-day management of your service and is accountable for proactive follow up and management of administrative requirements and technical inquiries. Each AM is responsible for understanding and anticipating your needs as a customer and to work to support you over the term of the agreement.
• Lead Hosting & Mobility Engineer: Your lead engineer likely developed and was involved in implementing and configuring your service. Your lead engineer will be accessible to discuss enhancements and optimising of your platform and service.
• Technical Consultant: The BlueCentral technical consultancy group is closely involved in the design and development of your enterprise hosting or mobility service. Each technical consultant is available to discuss changes to your platform and service and scope extensions as required to support expansion.
• Tier 1 & 2 Customer Support Technicians: BlueCentral’s customer support centre is responsible for handling all technical queries and issues that arise. Small changes to your platform that consist of configuration changes that are logged via the customer control panel are typically managed by Tier 1 Support Technicians with more advanced technical jobs that are logged being managed by our Tier 2 support consultant.
• Tier 3/Lead Support Engineers: All Major Clients of BlueCentral Enterprise will have co-ordinated access to their Lead Engineer who will also provide detailed technical, configuration and troubleshooting services to support extensions to the service and advanced fault resolution.
• Dedicated Project Manager/Coordinator: BlueCentral will assign a dedicated Project Manager or Project Coordinator to every Enterprise Hosting or Mobility service. This resource will remain as your nominated implementation resource for the duration of your agreement. Account management, customer support and service implementation team are an extension of our service and responsible for the services design, delivery, management and performance for the term of the agreement. BlueCentral see our account team as an extension to our customers’ IT operations and a key differentiator in ensuring services are managed comprehensively.

Major Client Accounts also receive extended account management services including quarterly account review meetings, customised reporting and monitoring services and nominated escalation and communication channels.

Online Management Tools and Reporting

All BlueCentral Enterprise customers have access to the customer Control Panel or Mobility Extranet to monitor the usage patterns of their service including real-time messaging traffic and bandwidth usage, messaging delivery receipts, invoicing and administration, job and ticket logging, contacts and account details, services in operation and availability. Advanced reporting services are provided to allow for threshold notifications and specific custom monitoring requirements.

Measuring Customer Service & Satisfaction

BlueCentral are continually measuring our customers satisfaction with our level of service. We measure this via regular interaction with our customers, survey processes and measurement through use of the Netpromoter customer satisfaction survey process. This process measures customers willingness to refer BlueCentral as a provider of managed services to their friends, colleagues and other businesses based upon the service they receive.

Measured as a score between 1 - 10, the Netpromoter rating system scores a business as an organisation with customers whom are:

• Loyal Enthusiast who will continue to purchase services and refer BlueCentral to others
• Passives who are enthusiastic however would not recommend our services
• Detractrors, which are unhappy customers and generate negative commentary in the market place.

Best in class ratings see businesses achieving 8.5 or above as their Netpromoter score. BlueCentral set a target of 9 and measure customer service across our sales, customer support, engineering and delivery operations via externally measured customer service surveys and feedback.

The Hub of our Priority One Hosting Service - the new BlueCentral NOC

BlueCentral completed a purpose-built hosting National Operations Centre Hosting NOC) in O'Riordan St, Alexandria, Sydney in December 2010, which is now providing a much improved level of service to our customers. This NOC employs IT engineers only - there are no "ticket takers" in our centre. The NOC utilises a new Avaya call centre phone system with call handling, IVR and reporting features required in a modern facility to deliver our Priority 1 Support.  We also have access to the latest monitoring systems to watch your equipment from Orion and Microsoft SCOM.  Further improvements are being progressively installed through 2011 an 2012.