SUPPORT
SBL is a services–oriented organisation that understands that its reputation and continued business success relies entirely on our customers’ perception of its last engagement with us. We do not, and will not, hide behind process or communication breakdowns and portray these as excuses for poor service.
We have a 60/40 split between technical staff and others (SG&A) – and will maintain this ratio as we develop in the future. A great deal of care is taken when we bring new employees into the company – we are as diligent in ensuring that our candidates have the right attitude to customer service as we are that they possess the necessary qualifications and accreditations.
Every employee is prepared to do whatever is necessary to meet our customers’ expectations. We do not operate a traditional “9 to 5” culture.
When you call SBL with a query or to notify us of a problem you are not assigned a trouble–ticket number by an automated answering service and then placed in a queue until the next operator becomes available. When you call SBL Support, you are responded to within an hour by a qualified engineer who can diagnose and resolve any issue quickly and effectively.
Your call is responded to by an on–duty engineer and we immediately diagnose the exact nature of the fault remotely by dialing in to the system. You will be informed of the results of the diagnosis and whether the fault has been resolved remotely. If not, an engineer is dispatched to site. If a spare part is required then we will ensure the requisite equipment is sent to site as rapidly as possible – or held on–site if necessary (we already do this for some 24 x 7 customers).