Customer Experience

Ensuring seamless service delivery and exceptional customer experience through dedicated management and strategic alignment.

At Colt DCS, our Service Management team is dedicated to ensuring that clients consistently enjoy a positive experience throughout their customer journey.

Serving as a direct link between us and our clients, our committed service managers function as an extension of your team, ensuring our service delivery aligns with your strategic goals.

Our service managers collaborate with you to determine the timing and method of our data center service delivery. Throughout your customer experience, you will be kept informed about our performance against Service Level Agreements (SLA). We will work together to identify areas for improvement and suggest ways to enhance the performance of your IT infrastructure. Should additional support be needed for the service management of your contract, your requirements will be escalated accordingly.

Key features of our Service Management delivery:

On-boarding

At the start of your contract, you will be invited to an onboarding workshop to define and agree on the support and reporting you will receive.

Operations Manual

You will be provided with a comprehensive document outlining your data centre facility’s rules, processes and contact information for key teams operating your IT infrastructure.

Reporting & Review

Our customers receive monthly performance reports covering areas including power usage, environmental conditions, incidents, and any changes in service delivery. These will be reviewed with your service manager to understand them in detail.

SLA Management

We will ensure that the agreed level of service is always adhered to.

Service Improvements

Research will be conducted on any incidents and issues impacting the development of your service to eliminate recurrence and minimise its impact on your customer experience.

Change Management

If any changes to your service delivery or maintenance work impact projects you are working on, our service managers will be at your side every step of the way and will ensure you are kept informed throughout the change period.

Escalation Management

If processes or procedures do not go according to plan, your service manager will ensure that your requirements are met by escalating the situation to our service and support team.

Service Deep-dive

Over your contract period, a thorough review of your customer experience will be looked at to gain feedback and to understand your overall satisfaction level with us.

Contract Update

Our service manager will ensure that any feedback and areas highlighted in the service deep-dive are included in your renewed contract.

In addition to our Service Management team, our technical expertise with over 25 years of industry experience, combined with a customer-centric approach, which runs throughout our organisation, helps us stand out from the crowd. From the very beginning, we ensure that you have access to the right people, best positioned to successfully support you through your long-term journey with Colt DCS.

"Our vision has always been, to be the most customer-centric operator in the industry. Unlike others, we don’t just talk about customer service, we can demonstrate evidence that we have achieved our goal through year-on-year improvement in Customer Satisfaction Scores. The whole data centre services organisation contributes from site engineers to back office teams and that’s what makes the difference."

Carla Haines - Senior Director of Product Marketing and Customer Experience.

Contact us

If you would like to know more about Colt Data Centre Services, please get in touch with our team. We would be delighted to support your digital infrastructure requirements.