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Rachel Shropshire

Rachel Shropshire, Service Manager

Our ambitious investment programme to help deliver a truly digital Britain that’s fit for modern business isn’t just about putting physical fibre infrastructure in the ground. It’s also making sure the innovative products and services our future proof network offers to channel partners and their customers is underpinned by the highest levels of customer service.

The recent announcement of the first £1.12bn rollout of our £2.5bn investment plan, identifying 37 towns and cities where we already have critical fibre spine assets primed for full city expansion to deliver the UK’s most advanced and intelligent full fibre network, is certainly turning heads and grabbing the headlines. However we understand that to fully deliver on our partners’ needs, we also need to continue evolving the way we work to make the experience of dealing with us as simple and as efficient as possible.

We’re investing heavily in our own teams, processes and systems to ensure we action their requests and relay key information to them in a clear and timely way.

A recent example of how Entanet is driving its culture of customer satisfaction is the adoption of the IT Infrastructure Library (ITIL) programme. Training our support teams to adapt and adopt the ITIL framework has helped us to align our IT services with the needs of our partners.

Looking ahead in 2019, one of the new innovations we’re looking to launch is a web chat system that enables partners to engage with our provisioning and service teams without the need to pick up the phone.

Listening to our partners and our own staff, and encouraging new ideas to cultivate a culture of continuous improvement and deliver a straightforward and positive customer experience, isn’t something new for us…being ‘customer centric’ is something we’ve proudly focused on at the heart of our company values since our birth 23 years ago.

This approach has helped us to achieve and maintain internationally recognised certifications including the ISO 9001:2015 quality assurance standard, the ISO 27001:2013 Information Security Standard, Cyber Essentials and the Investors in People Silver Standard accreditation.

Entanet is at the sharp end of a fast moving and complex industry and continually enhancing our business to meet partners’ needs is crucial. If you do have any feedback or suggestions about how we can improve the service we offer you, please do contact your service manager.

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