Daisy Group’s Customer ServicePlacing its customers at the heart of the business

We continually strive to make the customer journey as enjoyable as possible, and within the past 18 months our Trustpilot score has soared from 2.7/10 to 9.2/10 reflecting the positive impact our improved customer service strategy has had.

We have invested a lot of time and energy into our customer service approach to ensure that our products and services exceed customer expectations, and as such, will be sharing our strategies throughout this entry.

84% of our customers now give Daisy a 5-star Trustpilot review. We are immensely proud of our customer service teams and how they continually strive to offer our customers the best possible experience and hope some of our implementations will inspire other businesses to improve their customer service strategies.

We place our customers at the heart of the business…Customer Service Executive Rebecca Alleano says: “At Daisy, we provide a service which is personal to our customers. By doing this, we show that we care about the customer and their needs for their business.”

We make it our mission to provide an excellent service and resolve any issues as soon as we can to keep our customers satisfied. We take a proactive approach by reaching out to customers to see what we can do to resolve issues that arise and our service centres are available for our customers on a 24/7/365 basis to ensure that we are always on hand to help.

Daisy prides itself on being “big enough to cope, small enough to care.” Founded in 2001 with just a handful of staff, it’s now the UK’s largest independent business communications, IT and cloud services provider.

" We continually strive to make the customer journey

as enjoyable as possible, and within the past 18 months, our Trustpilot score has risen from

2.7/10 to 9.2/10, reflecting the positive impact our improved customer service strategy has had.

"Vanessa Nevins Customer Experience Director

Daisy SMB

Marc Benioff, Co-Founder and CEO of Salesforce.com says that: “The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, web, and social networks. Customers are discussing a company's products and brand in real time. Companies need to join the conversation.”

Daisy feels that it is imperative to provide a wide range of platforms for customers to get in contact; we can be reached via email, telephone, SMS, conference call, live chat and our social media platforms. Additionally, our customer portal MyAccount gives customers the ability to log queries as well as analyse bills, activate and order new SIMs and set usage alerts.

We place high importance on improving the speed of answering customer queries and resolving issues. Our service teams aim to answer all incoming calls within 15 seconds and respond to emails within 24 hours of receipt and follow a clear framework for every query received. Each query has a service level agreement (SLA) allowing our agents sufficient time to investigate and also meet our customers’ expectations in awaiting resolution of their query.

We invest in our staff…Virgin founder Richard Branson believes that: “Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.”

Driven, Accountable, Innovative, Successful, Yours are our five core values instilled into our 4000-strong workforce across 35 locations. From their initial interview, prospective employees must evidence they share these values, thus creating a culture of “One Daisy,” where every employee is working towards the same goal - being the best.

Daisy's success lies in the people at the heart of the business and despite unprecedented growth, it has retained a culture where teamwork and collaboration remain key, and customer satisfaction remains paramount.

When asked why she enjoys her job at Daisy, Billing Manager Sonia Mahmood said, “We work together as a team. We have the same values.”

v1 04.18 © Daisy Group Limited (CRN: 3974683)

Market research company Forrester recently shared a webinar stating: “To create truly differentiated customer experiences, businesses must also create the right employee experience,” and this is something Daisy fully supports.

Daisy promotes a positive customer service culture and staff receive regular training to help keep them motivated to provide the very best service. All of our new customer service agents are supported through a six-week Customer Service Academy and Graduation Bay programme which enables them to build a secure foundation and equips them with the core skills and qualities needed to be a successful customer service agent within their team.

Daisy’s Senior Customer Service Executive Marion Hacking says: “We put our new agents through a rigorous programme providing top class training in a classroom environment to equip them with the all skills to help and support our customers through any eventuality.”

We listen to our customers..."You’d be amazed how many companies don’t listen to their customers," says Electronic Data Systems founder Ross Perot.

We believe that customer engagement and use of feedback is imperative to a successful customer service strategy. Our recently implemented ‘Voice of the Customer’ programme allows us to survey customers after every closed order, fault or customer service case, using feedback to implement any changes needed to keep our customers satisfied.

According to Microsoft founder Bill Gates, "Your most unhappy customers are your greatest source of learning."

Daisy takes all feedback on board and any negative feedback are used to help us improve our services in the future.

Each customer is asked for their opinion on the quality of their transaction and ask them to provide us with a score of 1-10. Our Service Improvement Team contacts all customers who have given a rating below seven, and then work to resolve any issues that caused an unsatisfactory service. Taking this proactive approach has vastly improved customer satisfaction, as we are able to help customers immediately.

According to entrepreneur David Greer, "Customers often know more about your products than you do. Use them as a source of inspiration and ideas for product development."

Daisy takes the time to reply to every Trustpilot review - whether positive or negative. This helps build positive relationships between Daisy and its customers and also gives us the feedback we need to continually develop our processes.

We recently introduced desk-based service delivery managers to our Service Delivery Team, who take a proactive approach to improving service for their accounts. Each customer is contacted on a quarterly basis, during which, they are asked to evaluate Daisy performance, suggest areas for improvement, resolve any outstanding issues and be kept updated on Daisy news.

A service improvement plan is then produced to ensure any unresolved or ongoing issues are documented and fully managed through to a successful resolution. In addition to this, the service delivery manager acts as a point of escalation for the customer, should it be required.

Kayleigh Ogley who manages Trustpilot for the marketing department said: “We take the feedback from our customers very seriously at Daisy, no matter what channel this has come through. Our customers represent our brand and whatever they have to say is important to us as a business. The feedback we receive allows us to continually strive to make any necessary service and process improvements – ultimately making relationships with our customers and employees better for the future.”

Robert Half, founder and president of Robert Half International, famously said: "When the customer comes first, the customer will last."

Daisy works hard to keep each and every customer happy so we can build long lasting relationships and the great reputation we need to succeed.