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VIDEO: An introduction to Xenith's Head of Service - Laura Olley

An Introduction to Laura Olley

Laura Olley is the Head of Service at Xenith. She’s been with the company for over six years and heads up multiple teams that deal with everything from day-to-day managed print service client support through to on-going client relations.

Watch the video below to learn more about what Laura does here at Xenith, including:

- What she does as Head of Service
- How the different teams support customers and the service offered
- How Xenith offer a proactive service
- A memorable moment working at the company

 

Rather read what Laura had to say? Here’s a transcript of the video:

My name is Laura and I've been at Xenith for six years now. I'm the head of service

and what that means is I look after our Managed Print Service help desk, our escalated support team and then [Xenith] also have the client relations department.

If I start with our MPS help desk, they're our primary contact for all of our clients and they're responsible for the day-to-day support. So if a client has any problem with their printer such as they need an engineer call, our MPS help desk are there to support them and they'll provide troubleshooting and just make the whole process a lot easier essentially.

So, my teams help differentiate Xenith from any competition because I always try to make sure they are delivering a personalised service. I think it's really important to treat each customer as an individual customer and tailor the service to their specific requirements.

I think our customers really appreciate our MPS help desk because they're a single point of contact, they don't have to spend a lot of time on the phone trying to find various different numbers and going through multiple teams.

In addition to that, our escalated support team is right next door to them so if there's an issue that needs a software support as well as the hardware team, they can collaborate and work together and our client relations team and the rest of the account management department are upstairs - so we can keep everybody informed along the way.

So our customers really appreciate the fact that we are a proactive service. If we look at it, on average 75% of the tickets we handle are proactive tickets.

A proactive ticket is either the machine telling us that it already requires consumables and we'll place an order without any interaction from the client at all or it could also be if the machine has got an error message on the device. We get alerts for that as well so the customer doesn't actually have to call us to tell us they've got a fault, we will get in touch with them, tell them what the fault is ourselves and also give them the resolution to fix it at the same time.

My most memorable customer interaction comes from when I was on our MPS help desk. I had the pleasure of speaking with this lady who'd been at their company for a very long time.

She'd grown quite attached to her printers, so they both had a name; it was Lizzy and Phoebe. So when she would call us up it would be: "Oh Lizzy's not feeling very well" or "Phoebe needs some extra ink, she's doing a large print run" and it was really sweet and it was just something so unique to her and that customer and I think it always stay with me.

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