Customer Service Centre

At the heart of incovo's service offering is our customer service department (CSC) providing 24 hour support to our client base across the United Kingdom.  Headed by our experienced Customer Service Manager, the centre is able to guarantee that a fully qualified engineer will be available for remote technical help within 15 minutes.  It is due to this incredibly quick response time that we presently diagnose and fix around 76% of faults remotely within 15 minutes.

Through our Customer Service Centre incovo provide 24 hour cover for a number of clients, which has the benefit of providing all our customers with out of hours support.  As we always have engineers on call our standard hours of cover are 08.00 to 17.30, Monday to Friday, 365 days per year.  We have worked hard developing our help desk within the centre and our field service applications.  This allows our CSC to track faults, spares, escalations, engineers and SLAs.  By capturing and carefully documenting as much information about each client as possible, from fault logs to technical enquiries, we are able to build our own knowledge base which is used for service reviews and highlighting where improvements can be made on a particular system.

Customer Service Manager

As previously mentioned the CSC is led by our specially trained Customer Service Manager (CSM). Responsible for ensuring all SLAs are met and the scheduling of engineering resources, our CSM provides a key role in client communication.  Our present CSM has many years experience in the communications industry, creating successful customer service departments for some of the industries key companies in Scotland.  Overall, the department's commitment to customer service and support is second to none and is one of the main reasons why we are so confident in our service offering.