"Since the management buy-out, PSU Technology Group has nearly doubled it's revenues in the period January 2004 to date. I strongly believe that this phenomenal growth stems from PSU’s background as an IT service organisation.
This solid foundation and well rounded knowledgebase has placed us in an envidious position within the world of convergence. Our project managers and engineers have been delivering solutions over LAN’s and WAN’s for more than 20 years. We can honestly say that after all those years we fully understand the prerequisites and implications of convergence and can pride ourselves on designing and implementing solutions that best support the development of our customers IT and voice strategies.
Maintaining this growth curve comes with it's own set of imperatives. No company can afford to turn away from new business, but any company who doesn't place at least as big, if not bigger, importance on it's existing customers could be classed as terminally short sighted. Since I arrived, PSU has put into place a plan to restructure the business to allow a far greater focus on our existing customers. This plan should ensure than we continue to provide you with the best possible ongoing support and advice allowing you to develop your business IT and communication needs both now and in the future.
The structure of the PSU Technology Group sales team has now been changed to allow an even greater focus on providing two dedicated Customer Account Management teams (one office based, one field based) dedicated to looking after existing customers.
Account Management Changes
The existing Office Based Customer Account Management team based at our Cheltenham Head Office has been bolstered by the addition of Phil Taylor who operates from our Cheltenham Head Office.
(Phil is highlighted in this issues ‘Meet the Team’ article). This team is in process of calling and writing to everyone, making sure that you are happy with the level of service you are receiving from us. In addition, this team is tasked with looking at other areas where we could be of assistance, whether it be in developing your communication strategies, discussing web site design, voice and data applications or helping you maintain your mission critical servers, applications and business continuity plans.
Ed Williams, who joined us in March this year following 25 successful years in IT and telecoms, is now heading up the Field Based Customer Account Management team. This teams remit is to attend regular meetings with our customers, as required, to discuss needs in greater depth.
Changes implemented following your observations
In the last few months that this rebalanced structure has been in place, we have been listening to your views and comments; many of which are proving invaluable in assisting us in developing how we can best serve you. Some of the recent changes that have come about as a result of this consultative process are as follows:
- Implementing a new CRM / Business Management Back Office Software suite that joins up all areas of the business from Accounts to Call Control, making it easier for you to do business with us.
- E-mailing you when a fault log has been cleared, identifying the issue, resolution and inviting you to comment.
- Getting our Directors out of the office and talking to you, the customer. In other words, getting them to take a more proactive customer facing role in the business.
This focus on our existing customers has proved so successful that we are currently looking for additional Account Managers to join both the field based and office based teams.
We hope to have contacted all of our customers in the next couple of months, however one of the memebers of either team have not spoken to you yet and there is anything at all you wish to discuss, please call me on 0870 112 1128 and I will assist in any way I can"
About Juliet
Juliet Austin joined the PSU Technology Group in 2006 as Sales Manager and in June this year was rewarded with promotion to Head of Sales. Juliet comes to us with over 24 years experience working for both manufacturers and resellers with the IT and telecoms industry and has been most proficient in growing business from within existing customer bases. If you'd like to make any comments, Juliet can be reached directly via e mail: juliet.austin@psu.co.uk
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