We understand how important immediate support and swift resolution is. We also understand how important it is to have a back-up plan.
At OneNet our flexibility and swift response time is what sets us apart. Our streamlined processes are reliable and consistent.
Want to maintain and grow your client relationships independently and leverage the support you need from OneNet? Sure. No problem. Knowing that we can assist you with newly provisioned services (our team is really knowledgeable), or if on the rare occasion there is something amiss with our service, knowing we have a 24/7 team ready to respond means peace of mind for you and your customers.
All of our Tier 1 support staff are trained to manage and solve most issues. If the problem requires a greater deal of technical expertise, the issue will be passed up and handled by senior personnel. Open transparent communication is of highest priority. With OneNet you have a dedicated account manager and no lengthy phone line wait times.
“At OneNet we have what are called Subject Matter Experts (SMEs). These are people within our team who specialise in different areas. If our business partner has a specific problem we can direct it through to the expert in that area quickly without any lengthy initial troubleshooting”, explains Scott Patterson, Service Desk Team Leader.
Our service desk statistics speak for themselves.
Over the last financial year we have:
- Answered 12,741 inbound calls.
- On average answered each call within 13 seconds.
- Resolved 16,600 tickets and have a 98.1% client satisfaction rating on resolution. Tickets marked as dissatisfied are forwarded to the client’s account manager to follow up.