Our Customers & Service

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 24/7/365 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.

Customer Focused

Our customers are at the heart of everything that we do; from the solutions that we sell to offering a 24/7/365 UK based service desk, we offer our customers only the very best.

The employees of Exponential-e aim to exceed expectations with innovation and service. They are open and transparent in their approach to ensure that our customers are kept updated at every step of the process.

From requesting a quote to your order being delivered, you can expect only the best service from our team who are underpinned by our excellent Client Relations department - in place to ensure your service from and relationship with Exponential-e is the very best it can be.

Don't just take it from us - our 96% customer referencability backs up the fact that we lead with customer service excellence at the forefront of our business.

Innovation and Service

Since our very start we have the lead the way in the market with a number of disruptive innovations, something we continue to do. Our continuous evolution ensures that we are always providing the very best, most current services and solutions to our customers.

We also frequently make solid investments in our new technology to expand and enhance our existing service. Our customers will never miss out on the latest technological advantages and we will always ensure that we tailor our solutions to suit.

Our Connectivity, Cloud, Unified Communications and IT services provide our customers with the very best range of service and they are why we are proud to be the trusted provider to over 2,800+ customers and partners.

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:

01
More efficient management of Incidents, Requests, Problems and Changes.
02
Improved SLA tracking.
03
A new knowledgebase available for you to access so that you can easily understand more about troubleshooting and share this knowledge with your colleagues.
04
The introduction of a brand new, customer facing portal in early 2016.

Highest Accredited British Company

Whilst the above qualifies our customer centricity, there is no better way to show the success and reliability of our company than through our accreditations. We are highly accredited, in fact more than any other British company, with a total of 7 ISOs - audited every 6 months by the BSI.

You can find out more about our list of accreditations here.

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.

Get in touch

We're here to help, whatever your query may be.
Just get in touch using our contact form below, or alternatively if you want to speak to somebody right now call us on 0845 470 4001.

 

London Head Office - 100 Leman Street, London, E1 8EU - Tel: 020 7096 4100    |    Manchester Office - 3 Hardman Street, Manchester, M3 3HF - Tel: 0161 669 4050

*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge. All inbound and outbound calls may be recorded for training or quality purposes.

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