Business telecommunications and IT systems

Business telecoms and IT provider, du Pré plc, has passed a BSI audit carried out across the company on 14 September.

The stated objective was simple, “to conduct a strategic review of certification to ascertain the integrity of du Pré’s management system and strategic assessment plan.”

du Pré originally chose to adopt BSI certification for its telephony support back in 1990 and was among first companies in the UK to be awarded this level of certification.

Since then, the company has followed very strict guidelines to enhance the service provided to customers through tight controls for support, resulting in improved customer satisfaction, and a few years ago, decided to extended its certification to embrace the whole company.

Proud of the Achievement

Maxine Chadderton, du Pré’s Service Delivery Manager, was very excited about the company’s achievement. ‘We are very proud of being one of the first businesses to be awarded this level of certification, and we are even more proud of having held onto it for the best part of 20 years,’ she said.

‘This level of certification is simply a reflection of the great efforts our staff goes to in providing excellence in customer service.  It’s something we’ve always held onto, and all the more so during a recession when many companies let their service slip in an attempt to reduce costs.’

Focusing on Customers

Maxine explained how the award is not just about BSI. ‘It’s all to do with our customers, and that’s why we do this. By providing first class service every day of the year, an award like this simply underlines our efforts.

‘Some companies work hard just to obtain BSI certification. We work hard with our customers, from which BSI becomes much more straightforward.’

Repeat Business from existing Customers

Not surprisingly, the approaches that du Pré has taken have led to very low levels of customer turnover (churn) and very high numbers of customers purchasing multiple services from du Pré.

Richard Jones, du Pré’s Sales Director, explained the benefits of this. ‘From a company perspective it’s obvious why low churn and multiple services helps, but from a customer perspective there are also great benefits.

‘Firstly, most of our customers know the team at du Pré on a first name basis as there is a powerful and long-lasting relationship there. This makes working with du Pré a very enjoyable experience. But secondly, customers receive faster fix times with multiple services as the du Pré Support Team doesn’t have to rely on other telecoms or IT providers.

‘So if your telephone calls are with du Pré along with the telephone lines and the maintenance on the telephone system, virtually all support queries are quicker to resolve,’ said Richard.

Extremely Good Position

Recently, du Pré has discovered that excellent customer service placed the company in a strong position to ride the recession.

du Pré has provided the telephone systems and support for many years, ensuring customers with any kind of Samsung, Panasonic, Avaya, Nortel, Cisco or other type of system can enjoy having their telecoms work for them instead of the other way around.