Customer Centre

Providing only the best service to you - our customer

As our customer you are at the heart of everything that we do - and we want to offer you the best service possible.

Through supporting your business with our 24 x 7 / 365 UK based service desk to having a Client Relations department on hand to support you at every step of the process, we want to provide you with a positive experience whilst working with Exponential-e.

Our Service Desk was busy in 2015, with 35,874 tickets raised and 28,650 inbound calls placed. Despite this, on average, it takes us just 2-4 rings to answer an inbound call – we don’t like to leave our customers waiting. What’s more, customers typically rate our service Very Good to Excellent, proving our commitment to great customer service.

Every day we aim to exceed expectations with innovation and service and without you we cannot achieve this so, thank you for choosing Exponential-e.

Housing Sports Construction

Investing in our support infrastructure, investing in you.

We are delighted to announce that as part of our ongoing commitment to improving the services and support we provide to our customers, we have now successfully transitioned our service desk support to ServiceNow.

ServiceNow is an industry leading Service Management Software, twice recognised in Gartner’s Magic Quadrant, which will allow us to revolutionise the service we provide to you. This software will assist us in transitioning our service department; allowing us to work smarter and more efficiently.

The migration has taken a considerable financial and time investment on our part, but there will be many benefits for you, our customer, going forward including:

  • More efficient management of Incidents, Requests, Problems and Changes
  • Improved SLA tracking
  • A new knowledgebase available for you to access so that you can easily understand more about troubleshooting and share this knowledge with your colleagues
  • The introduction of a brand new, customer facing portal in early 2016
  • If you’re unhappy - we want to know about it

    We are sorry if you feel the need to complain, and we want to resolve the situation as quickly as possible. Please email your complaint to complaints@exponential-e.com or contact the Client Relations Team directly on 0207 096 4130.

    After initial contact a member of the team will be allocated to you and they will be in touch within 4 working hours.

    Our Client Relations Team are there to support you and will do their utmost to get your problem resolved as quickly and efficiently as possible; however please allow up to 10 working days for an investigation to be conducted and your complaint to be fully resolved.


    We are here to help you

    For any questions you may have, any information you require or pricing you would like to receive please get in touch.

    You can contact us using our contact form or alternatively give us a call on 020 7096 4100 and somebody will be able to help you with your query.

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    Don't just take our word for it

    "I wanted to write something about David Marchment, who has gone way beyond the call of duty for us. Without him I don’t think we would have been able to get our fibre connection installed. I am deeply impressed and grateful for his willingness to help and his saintly patience and determination. Well done Dave."

    Grant Morrison, Innersound Foundation

    Don’t just take our word for it

    Current Analysis

    "Exponential-e has developed an attractive customer support message focused on the fact that its customer care services are all provisioned within the UK. ”

    Gary Barton - Principal Analyst, Business Network and IT Services.

    Don't just take our word for it

    "Exponential-e went above and beyond all the other companies. They weren’t just trying to make a sale; they’re very passionate about what they do. We always receive regular phone calls from them asking how we’re getting on. We just don’t get that level of attention from any of our other suppliers."

    Daniel Kirby Network Manager - Claremont High School Academy.


    Don't just take our word for it

    "I recently contacted Exponential-e and was pleasantly surprised when the phone was answered by a human - a very technically capable one! Govan was very helpful, and understood exactly what the problem was. He also listened to what we had found out ourselves. In short, I am very impressed with the response and service we have received on this occasion, with particular emphasis on the initial response, willingness to work with us to resolve the issue, technical ability and fast turn-around time. This is how you keep customers!"

    Charles Barnard, Quantel