Here at Sharp-aX Computer Systems Ltd, we’ve come to the end of our first year as a company dedicated solely to the Sharp-aX software and integrated websites.
From a customer service perspective it’s been an exciting year. The customer service team has expanded by three extra members and we have been able to significantly reduce our outstanding calls week on week by 80%.
Our key response indicators are improved and we’re seeing an overall improvement in how we interact with our customers.
Our next initiative will be to appoint, on a trial basis, a ‘Named Representative’ for our customers.
We have already selected a handful of customers across a range of industries, customer types and sizes but if you haven’t been selected for the trial, don’t worry, if the trial is a success we’ll expand the initiative to cover all customer sites.
We already work on the basis of delivering collaborative support, and the Named Representative is an extension of that philosophy. By working as a team we can deliver the best all round advice and support on using the Sharp-aX product.
Having one point of contact for your day to day issues and being pro-actively contacted for progress reports and general business wellbeing will generate a much more personal business relationship.
Over time, your representative will become more knowledgeable about your company and where you need more assistance and guidance. They will suggest ideas to improve your processing performance and therefore improve your own customer service.
Additionally, the information won’t just be kept inside the head of your Named Representative. Key information on your processes will be recorded and included in our support system, making it available to everyone in the company.
When upgrades become available your Named Representative will be advising you of those features that will benefit your company and your staff’. They will update you with information about modules of specific relevance to your company/industry.
We are hoping that you are as excited about these changes as we are, it represents a fundamental phase change in the way that we deliver support to our customers and by doing so, we wish to help your businesses grow and develop alongside the Sharp-aX product.
If you have any questions on this initiative – please call us – we always delighted to receive input from our customers.
Posted: 21st June 2017
"The installation has gone very well, and it has saved us a lot of time and made us more efficient especially on the sales desk. We plan to grow the system over the next few years as the company grows"
Mark Slater, Manager
"I have worked closely with the Sharp-Ax Web Development Team for more than 4 years now. When we first started working together, I was incredibly green and had little knowledge of how to go about creating a website.
Sharp-Ax were incredibly patient and helped me through the early stages, quickly earning my trust and respect.
Throughout the process they have come up with some truly innovative solutions to tasks I have set and have worked with me to achieve a platform that I am very happy with.
I would wholeheartedly recommend them to anyone that is looking to either start a website from scratch or are looking to move their business. It sounds corny Jean, Manish and the rest of the team do actually prioritise the customer experience, which in this day and age is refreshing"
Skilled, reliable, and excellent customer care
"I've been working closely with the web team at Sharp Ax now for over two years, and during that time they have always been thoroughly professional, reliable and most importantly, very good at what they do.
Our site has gone through strength to strength since we went live around 18 months ago, and it has now become a vital part of our business. We regularly receive glowing compliments about the layout and usability of our website from customers and suppliers, and while I would love to be able to take the credit for it, this is largely down to the website template and CMS, which is simple and easy to use.
As with all tech installations you may get the odd hiccup or something may not integrate seamlessly with your own system at first, but the best thing about Sharp Ax is that any problem is fixed quickly and with the minimum of fuss. It is clear that they prioritise customer satisfaction, which is refreshing to see from a tech company.
I would not hesitate to recommend this company to anyone and I look forward to continuing a strong working relationship moving forward"
"We had a big increase in our daily workload as we set up the new system. Our software problems proved to be minimal though and Sharp-aX came to our aid whenever required, so we were able to move forward with total confidence"
Dave Mansfield, Senior Systems and Network Administrator
Apex Grange Ltd
"We wanted to set the company up for the next 15 years with a totally modern Microsoft windows system that has everything we need and all the features that we will need as we grow, and is easy to use. Already it is like having another member of staff and we have all the daily knowledge we need at our fingertips. The sales order processing is splendid"
Simon Carter, Company Manager
Carter Mason Electrical Ltd
"I've looked at different systems and picked Sharp-Ax from Sharp-aX Computer Systems, because it used all modern windows techniques and was by far the best I saw; they are very experienced in electrical wholesalers systems and while they are a large software house which is reassuring, you are still treated as important, whatever size you are"
Jon Bishop, Branch manager