Technology Services Group (TSG), a leading IT support and services provider, has appointed Rant & Rave, the leader in real-time customer engagement technology, to track the success of a five-year digital transformation project. As part of a programme to deliver a more consistent customer experience, TSG will use Rant & Rave to effectively measure how customer satisfaction improves throughout the transformation and how this contributes to a targeted increase in profitability.
TSG will be utilising the Rant & Rave Platform to monitor customer feedback and emotion at each touch point of a customer’s journey, from the initial sales process, through the project delivery lifecycle, to business as usual support. The TSG Support Team, who deal with 130,000 calls per year, will have access to feedback through Rant & Rave’s Frontline Engagement solution, enabling them to understand their own performance, self-identify issues and feel empowered to make a difference to the customer experience. Rant & Rave’s technology will enable the Voice of the Customer to be listened to from the frontline, to the boardroom.
TSG offers a comprehensive portfolio of technology solutions built over its 15-year history as a result of many acquisitions. This transformation project, targeted for completion within the financial year, is focused on people; making it easy for customers to do business with TSG and equally straightforward for colleagues to deliver exceptional customer service.
The Rant and Rave Platform will play a key role in ensuring both are achieved. The business now employs around 350 staff throughout the UK and services the IT needs of thousands of businesses.
“We’re committed to delivering exceptional customer service, whether that means installing a new laptop, delivering a complex cloud migration or implementing an entire finance system for a business. With Rant & Rave’s solutions embedded into our team, we’ll be confident that we’re delivering on that commitment,” said David Stonehouse, CEO, TSG. “Rant & Rave allows us to effectively measure customer satisfaction and pinpoint the action we must take to provide the ideal customer experience.”
“Our partnership with TSG allows them to understand how customers feel after every interaction,” said Kenny Bain, CEO at Rant & Rave. “Sitting within TSG’s contact centre, we will be an integral part of their business transformation ambitions. By capturing customer emotion at each touchpoint throughout TSG’s customer journey and processing the verbatim obtained using our advanced sentiment analysis, Rant & Rave is helping TSG to understand how their customers feel about the level of service and contribute to overall business profitability.”
About Technology Services Group
With experienced specialists across all areas of technology from infrastructure to telecoms, ERP to Office 365, business intelligence to SharePoint, TSG is one of the UK’s leading IT organisations. Thousands of companies across the UK trust TSG to deliver robust IT solutions, provide proactive IT support and deploy cutting-edge technology that can transform businesses.
Find out more here: https://www.tsg.com/