Tag Archives: Customer Service

Customer service at Paxton recognised with 2019 Brighton & Hove Business Awards success

Access control solutions specialist Paxton’s “world-class customer service” has been recognised at the Brighton & Hove Business Awards (BAHBAS). The Brighton-based global technology company, which designs and manufactures security solutions, picked up the Best Customer Service Award at the BAHBAS 2019, which widely regarded as a benchmark for excellence in the business world.

This year’s Judges were impressed by Paxton’s customer service strategy, which is based on providing support pre-sales, during installation and afterwards, whatever the customer’s requirements might be.

PaxtonCustomerServiceAward

The company’s technical support team is also renowned for providing an exceptional standard of support globally, ensuring customers have the crucial information needed to install Paxton products. The team handles enquiries from customers in the UK, France, Germany, South Africa, USA and the UAE. On average, it receives 99% good feedback, while its UK and US teams have recently broken their previous record by achieving 100% positive feedback in a single month.

Support manager Andy Edwards said: “Providing a world-class level of service to our customers around the world is a priority for us and I’m so pleased these efforts have been recognised by the Brighton & Hove business community. Congratulations to everyone at Paxton whose hard work has led to this award. Our customer teams have a genuine interest in technology which means they’re truly dedicated to offering world-class support.”

PaxtonCustomerServiceAwardLogo

Edwards went on to comment: “I would also like to thank our customers. Their invaluable feedback allows us to really shape the service we provide. Undoubtedly, their loyalty has made the business what it is today. Paxton has seen rapid growth in recent years, but has always maintained the same values – nurturing employees and providing a first-rate service for customers.”

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Axis Group hosts Institute of Customer Service Breakfast Briefing for CEOs

Axis Group hosted an Institute of Customer Service Breakfast Briefing for CEOs during October’s National Customer Service Week, with the event specifically designed to bring UK business leaders together and engage them in the importance of customer service for their organisations.

CEOs attended from sectors ranging from housing and construction through to tourism and the utilities. Themes discussed included how to develop and implement a vision for the UK as a global service leader, how organisations can connect customer service and satisfaction measures to bottom line business performance, what skills and competencies are required in the Boardroom and accountability and reporting.

Challenges faced by the UK’s service industry, such as Brexit, cyber security, Artificial Intelligence, skills shortages and the growing powers of customer review-centric websites were discussed, alongside the growing importance of trust and reputation.

Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.

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Jo Causon, CEO at The Institute of Customer Service, explained: “A huge Thank You to the Axis Group for hosting our latest CEO Breakfast Briefing event. The debate highlighted the importance of a focus on customer-centricity at Boardroom level and the improvement in business performance this brings. At a time of even greater uncertainty, a sustained approach towards delivering an exceptional customer experience has never been more important.”

Jonathan Levine, Axis Group’s CEO, responded: “The event provided some fascinating insight. We were shown the clear and measurable benefits of investing in customer service in terms of retaining business and customer recommendations, as well as the link between an engaged workforce and excellent customer service. Customer service and focusing on our employees being our greatest asset is key to our business strategy. We must always seek to mitigate the challenges that our industry faces.”

The Institute of Customer Service is the leading independent expert setting and upholding the necessary standards to enable its customers to improve their business performance through service. By supporting members in transforming customer service and professionalism within their organisations, the organisation’s aim is for customer experience to make a positive and sustained impact on individuals, organisations and, indeed, the economic well-being of the UK.

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Axis Security picks up record five nominations for 2018 Security and Fire Excellence Awards

Axis Security, a leading provider of bespoke security services, has been shortlisted in five categories at the 2018 Security and Fire Excellence Awards, including the prestigious Security Guarding Company of the Year, an award that the business has been nominated for across seven consecutive years and has won on three occasions.

Five nominations in the Security and Fire Excellence Awards, which are organised and hosted by UBM, marks a record achievement for the company, with the remaining nominations being for Contribution to Standards in the Security Sector, Security Training Initiative of the Year (with ‘Security Masterclass’), the Inspiration in HR Award and the ACS Champion of the Year (an award the company won last year).

Jonathan Levine, Axis Group’s CEO, stated: “The company’s employees are its most important asset, while its key focus is in customer service. By prioritising training and employee welfare initiatives, our officers in turn prioritise excellent service for our customers’ customers. These nominations are testament to this focus.”

7084 Security & Fire Excellence Awards logo 2018

Axis Security’s nomination for the Contribution to Standards in the Security Sector Award recognises the company’s proactive use of training and site audits, internal employee awards and its development of a contract management and performance measurement software platform. Specifically this year, the nomination is a result of Axis’ critical role in one of its customers achieving the ISO 22301 business continuity standard for its flagship building. The award was achieved one month ahead of schedule and is the client’s first property to achieve the accreditation.

The Inspiration in HR Award acknowledges those companies demonstrating that HR is a fundamental part of their business and invest in their people. It’s bestowed by SSR Personnel and adjudicated by a prestigious panel of industry experts.

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“To have picked up this number of nominations is evidence of the hard work of all employees from HR, training and operational personnel through to our security officers,” explained Levine. “I’m extremely proud and grateful for all the hard work that has been integral to our successes this year.”

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Axis Academy partners with Great Ormond Street Hospital to provide First Aid training

The Axis Academy is working with Great Ormond Street Hospital (GOSH) to deliver First Aid training courses for the latter’s its Young People’s Forum (YPF). 

The YPF was established for patients, ex-patients and siblings of patients who have been looked after at GOSH and a number of other hospitals around the UK, including Birmingham Children’s Hospital. It’s designed for 11 to 25 year olds who want to have fun, meet new people and learn new skills, with one of the skills on offer this year being offered via a First Aid/CPR course delivered by The Axis Academy. The first training course took place on Saturday 14 October.

The First Aid session was developed by the dedicated training team at The Axis Academy. The company also delivers a number of accredited First Aid courses through one of the UK’s leading Awarding Organisations, namely Qualsafe Awards, ensuring both the quality and formal recognition of learning. The First Aid courses are just some of the many regulated courses that are now being offered to Axis Group’s clients and any businesses looking to support staff learning and development.

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Duaine Taylor, head of learning and development at The Axis Academy, is extremely pleased to be supporting GOSH and its YPF. “The YPF aims to further the enjoyment and skills of young people connected to GOSH and many other childrens’ hospitals throughout the UK,” asserted Taylor. “We’re very pleased to have been chosen to help with this worthwhile cause. The day was a great success with approximately 80 children from all over the UK in attendance. It was a jam-packed day of presentations and talks. Attendees were split into smaller groups and divided between the sessions. All participants walked away with a certificate in recognition of their new skills.”

The Axis Academy is already helping to develop the careers of Axis Security, Acuity and Axis Cleaning and Support Services employees by delivering an extensive range of courses. In partnering with GOSH, the business is furthering its goal of offering services to clients, third party providers and private individuals.

In addition to First Aid, other courses provided by The Axis Academy are categorised under the fundamentals of Customer Service, Fire Safety, Health and Safety, Security and Supervisor and Management courses. More sector-specific courses are tailored within each of these categories, for example Control and Restraint and Food Hygiene.

The most recent course added to The Axis Academy’s repertoire is a Citizens Aid First Aid course. The half-day course is new to the industry and provides training for scenarios where there are mass casualties and knife injuries. This course has recently been accredited by Qualsafe Awards.

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ISC contracted to provide event security support at London’s Victorian Bath House

Integrated Security Consultants (ISC) has been awarded the contract to provide security services to one of the most fascinating, curious and exclusive new venues situated in the heart of London: the recently-opened Victorian Bath House.

Featuring a secluded Victorian Courtyard and many original features, much of the building is situated underground, including a Grade II-listed Bath House, yet it’s located on a busy street close to Liverpool Street Station.

ISC will provide assistance to the event teams at Camm & Hooper, the events space specialist.

The venue, which opened on 1 December last year, will accommodate up to 150 guests and be used for a wide variety of private and corporate events.

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ISC’s role will include providing corporate security officers for all events at the Victorian Bath House. The security team will offer a complete security service in a manner which befits this unique and special venue providing customer excellence.

Justine Shepherd, ISC’s head of operations, said: “We’re excited to be working at The Bath House. ISC will be providing discreet, professional and customer-focused solutions so that everyone involved, from the guests to the event teams and all the other members of staff have the best experience possible. As always, our aim is to keep things running smoothly and safely and to enhance the experience.”

ISC already provides services to two other iconic Camm & Hooper venues: the Banking Hall, situated in the City, which holds events for up to around 800 guests, and the Tanner Warehouse near London Bridge Station (host to a bar, restaurant and venue space).

The company also works on a range of corporate events at Wembley Stadium and provided the security support to hospitality events at the 2015 Rugby World Cup.

“Every one of the venues is different, and each event is unique”, explained Shepherd. “We tailor our services accordingly, and will be developing and adapting our provision to ensure maximum customer service.”

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Navtech Radar launches warranty-based Navcover+ customer service initiative

Navtech Radar has announced the launch of a brand new customer service initiative named NavCover+ as part of the company’s drive towards offering a superior warranty service for all customers. With the new initiative, Navtech Radar aims to provide end users with the option of a prolonged service agreement featuring differing levels of support and response times.

Greg Thomlinson, customer service manager at the security and safety solutions developer, told Risk UK: “We’re delighted to announce the NavCover+ customer support scheme. It’s a central part of Navtech Radar’s longer term plans for the enhancement of customer service across all of our sophisticated technology solutions. We’re confident that the NavCover+ initiative will provide our customers and partners with a market-leading product support service.”

Thomlinson added: “The new structure of our customer service initiative will enable us to prepare for the needs of our clients in advance of any potential issues occurring. In turn, that will allow us to streamline operations, reduce repair times and improve service levels across all product solutions.”

Navtech Radar has announced the launch of a brand new customer service initiative named NavCover+

Navtech Radar has announced the launch of a brand new customer service initiative named NavCover+

NavCover+ covers a total of eight different services according to the customer’s chosen warranty level: hardware repair, contract term, repair turnaround, remote fault diagnosis, Witness software upgrades and remote Witness software support, free shipping and third year servicing as well as hot standby for repair and servicing.

Each of the eight service types are specifically designed with product lifetime extension offering specialist expertise at the forefront of Navtech’s customer service priorities. Through their implementation, Navtech is able to perform scheduled restoration and maintenance on any of its solutions within any geographic region and according to the service level agreed.

NavCover+ is available with four different support plan options. These include the standard warranty as well as Bronze, Silver and Gold service agreements.

The standard warranty covers three out of the eight available service options. With a one-year contract term, hardware repair and a 20-working day turnaround time, this warranty level  is recommended for Navtech’s accredited partners needing no form of support in the first year after product installation.

Greg Thomlinson: customer service manager at Navtech Radar

Greg Thomlinson: customer service manager at Navtech Radar

 

The Bronze agreement provides additional Witness software updates, support and fault diagnosis on fair use terms, a longer contract term lasting between two-to-six years and a faster repair turnaround time at 15 working days.

The Silver agreement offers further improved support including free shipping, a three or six-year contract (including free third year servicing) and a further improved repair turnaround time of ten working days.

The Gold support plan realises the premium customer support package with unlimited Witness software support and fault diagnosis as well as an ‘advance replacement’ to replace a failed unit during the repair.

*For more information on the NavCover+ options send an e-mail with your details to: support@navtechradar.com

About Navtech Radar

Navtech Radar designs and manufactures high resolution, cost-effective security and safety systems combining the company’s exclusive advanced millimetre wave radar technology with its Witness analytical software.

Navtech offers an impressive application portfolio which includes wide-area security surveillance, traffic management and automatic incident detection as well as industrial automation.

Over the years, the business has gained a well-deserved reputation for high-level technology, service excellence and innovation, duly winning the Queens Award for Innovation in 2010.

Three years later, the company’s AdvanceGuard AGS1600 EXTREME was awarded the Independent Detektor International Award as a Highly Commended Product in the Alarm and Control category.

Additional detail can be found online at: www.navtechradar.com

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