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Customer Services (Help Desk)

Salisbury Group Customer Services

Customer Services (Help Desk)

If you're our existing client and trying to contact helpdesk, call 0845 450 4303 or email clienthelpdesk@salisburygroup.com.

We provide our clients with a professionally managed and high quality helpdesk solution through our Customer Service Centre based in Milton Keynes. Our helpdesk function is available 24 hours a day, every day of the year. It currently handles around 7,000 calls a month, with a market-leading average of 90% of calls answered within six rings.

Our Customer Service Centre goes beyond the role of a standard helpdesk by acting as a strategic monitoring function for our operational activities. They help our account management teams to track the progress of tasks to completion using our CAFM system, IBM Maximo Asset Management. In addition, they use trend analysis techniques to review our service delivery efficiency and thereby our value for money.

Salisbury Group is a proactive service provider. We send out customer satisfaction surveys to collect and collate information on service quality. During quieter periods, our advisors make courtesy calls to customers to enquire about the satisfaction of the resolution of their queries.

We believe in excellent customer services and we invest in training our advisors to achieve the high standards our clients expect of us. We conduct a range of internal and external training courses which cover both general and contract-specific areas. For example, we organise role play exercises to see things from the customer’s point of view.

Regular training not only motivates our staff, it ensures they are fully familiar with each client’s estate, requirements and ways of working – promoting cultural alignment over the phone and by email, as well as on site.

Key statistics

  • 24 hour helpdesk
  • 7,000 calls per month
  • 6 rings average pick up time

Please contact us for a more information about our Customer Services solutions.