Keeping the Customer Satisfied
Service excellence is at the heart of MLL’s enviable customer retention
MLL has always enjoyed an enviable track record in customer retention, successfully building and maintaining five, ten – even 15-year – relationships with public sector organisations in a highly competitive and dynamic market.
The last 12 months is testament to this, with no less than nine contract renewal and extension successes under our belt.
MLL’s success is not only down to our engineering expertise and the best-in-class network technologies we deploy in the resilient and secure solutions we design and implement for our customers. Though of course, these are all mission critical, no matter whether it’s SDWAN, Wi-Fi, VoIP, Network Security or Content Filtering, it’s also about the consistently high standard of service we provide to customers – before, during and after deployment.
People and teamwork are at the very heart of our service delivery. This is at the core of building long term customer relationships: Remarkable people in stable teams working closely together who go the extra mile to ensure service excellence right across the board. From Sales, Account Management, Delivery and Project Management through to ongoing Engineering and Service Support.
Together these departments equal more than the sum of the parts – the very essence of our contract fulfilment prowess. Therefore, it’s perhaps no surprise to hear our Client Directors frequently using phrases such as “trusted partnership’, “stability of team”, “responsiveness and agility” “fast quotes from service desk” and “straight forward renewal procedures”, when summing up the customer feedback on our most recent renewals.
Rocky Watson, MLL’s Service Management Lead, sheds further light on MLL’s enviable retention success rate: “Post deployment, one of our key value adds is giving customers total transparency and insight into the status of their networks through our real-time monitoring portal. We also regularly undertake customer ‘temperature check’ surveys which ensures a proactive approach to service management, providing valuable feedback to all our teams. It keeps us agile and responsive to pre-empt potential issues and react quickly to customer requirements or new technology trends.
“Last but not least, we work hard to provide customers with team stability so that they can build strong relationships with the MLL team members concerned who have acquired a comprehensive knowledge about the technologies deployed – past and present. At the Royal Borough of Greenwich, for example, we have had the same team embedded for 5 years.”
What our clients are saying…
Cllr Matthew Hicks, Leader of Suffolk County Council: “We are pleased to extend the Suffolk Cloud Partnership agreement with MLL for a further 5 years. The new agreement provides for an optimised network solution to provide best value for SCC and the SCP participant community. The solution will future proof the SCP, and MLL’s commitments to social value and minimising their environmental impact will make a positive contribution to the region.”
Timo Bayford, Head of Technology for the Royal Borough of Greenwich: “Our renewal of MLL’s contract ensures the seamless continuation of their work in supporting and improving the quality and security of our WAN, LAN and Wi-Fi services. These are vital to the efficiency of RBG’s day to day operations.”
Sandra Fox, Head of ICT, Scottish Fire and Rescue Service: “MLL has provided SFRS with a reliable, cost-effective, flexible, and future-proof WAN solution, supporting our ongoing digital transformation and vision,” “Their SD-WAN and engineering services ensure we can continue to depend on resilient high-quality voice and data services while also paving the way for a smooth transition to a cloud-based architecture over the coming years.”
MLL’s CEO Shaun Ledgerwood added: “Our ability to consistently meet and often exceed our customers’ expectations is crucial to MLL’s ongoing growth trajectory. Our track record speaks for itself in this respect and is down to the tenacity, commitment and quality of our people and teamwork. The stability of our teams is also highly indicative of MLL being a rewarding and stimulating place to work which in turn gives our customers the continuity they rightfully expect.”
How satisfied are you with your customer service? Contact MLL to find out more about our industry leading network solutions.