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UKFast Flies Flag for Customer Service in the Tech Industry

Article date: Fri, 01 Mar 2013 11:54 GMT

CEO of UKFast, Lawrence Jones

Cloud hosting and colocation specialist UKFast had its employee engagement strategy recognised as a driver of its 'exceptional customer service' last night at the Institute of Customer Service (ICS) UK Customer Satisfaction Awards 2013.

UKFast, the UK's largest privately-owned web hosting firm, picked up the national award for Objective HR Employee Engagement Strategy of the Year at a glittering ceremony at the London Lancaster Hotel.

The Customer Satisfaction Awards, run by the industry's professional body, are renowned for the exclusive selection of the most sustainable companies currently delivering exceptional customer satisfaction.

Judged by industry experts, business leaders and academics, winners of the awards are commended in areas including staff retention, reduced sick leave and a positive relationship between management and staff.

UKFast's entry highlighted the company's emphasis on staff development. UKFast's Research and Development (R&D) team members are encouraged to spend 20% of their time working on projects of their own design, and 25% of the company's annual turnover is invested in R&D.

Last year, the business recruited Joe Cravagan to head up the personnel and wellbeing team; designing programmes to focus on the team's personal and professional wellbeing.

CEO of UKFast, Lawrence Jones, views the link between quality service and employee engagement as highly significant.

Jones said: "I'm incredibly proud to collect this award for the team. There's no doubt that the investment we make in creating a positive environment at work directly impacts our clients. At UKFast, we don't accept the status quo; we challenge it and strive to improve. The time and money I put into looking after my team, I receive tenfold in return from passionate and engaged employees who work incredibly hard to always do the very best for the customer in the fastest time possible.

"When founding the company in 1999, we knew we could bring customer service excellence to the technology sector.

"UKFast has had customer service at its core since day one and as we continue to grow, customer service is at the heart of those plans."

UKFast was shortlisted in the Customer Satisfaction Innovation of the Year category for its development of Orpheus - the central software which runs the business through a collection of in-house systems and applications.

Designed to increase efficiency and cut down on administration, the automation aspect of Orpheus frees up UKFast account managers to spend a minimum of four hours daily on the telephone to clients.


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