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Reformed IT Help Nottingham’s Professional Call Handling Service, ANSWER4U, to Keep Their Systems Optimised and Secure.

Working alongside an experienced team of in-house IT professionals, Reformed IT bring additional skills as well as a progressive continual improvement which helps Answer4u lead the way in technical innovation. This in turn allows them to be competitive in their market and to deliver the exceptional service standards they have become known for.

Answer4u have gained their reputation as the UK’s leading telephone answering service by combining their core principles of service quality with a progressive attitude towards technology and continual improvement. This has led to them being recognised by TrustPilot as the UK’s No.1 ranked Call Centre from over 300 reviews.

 

The business was started back in 2004 and has seen significant and sustained growth since then. Their head office and call handling centre is based in Nottingham City Centre and employs over 100 Agents and they have a wide portfolio of clients including big names such as Kodak, Calor Gas, Vaillant and Pirtek.

You can find out more about Answer4u on their website here.

The Challenge

Answer4u have a very experienced in-house IT department who help the business to stand out from their competition by providing tailored and custom services.

Answer4u’s  senior management team wanted to ensure that IT remained at the forefront of the business growth and to always stay on top of the fast pace of change in technology. They set about looking for a trusted IT partner who could work collaboratively and also help influence these ongoing improvements.

Choosing Reformed IT

Due to Answer4u’s history working with Reformed IT CEO Joe Burns in a previous consultancy capacity, a key consideration of ‘partner trust’ was already well established.

Also, discussions with potential IT partners needed to provide Answer4u with the confidence that they were partnering with a team that had the skills and available resources to handle the complex systems and demands that a high growth, technology-driven company would bring.

Discussions with Reformed IT had successfully demonstrated clear evidence that provided this level of confidence in abundance.

Given that there would need to be a strong working relationship between Answer4u’s IT department and the external partner, Answer4u’s IT Manager was pivotal in the decision-making process. Essentially the team at Reformed IT needed to become an extension of the IT department so the fit had to be right.

One other influence for the decision was the extensive specialist skills on-hand within the Reformed team, particularly with a focus on Cyber Security. With Joe being a Certified Ethical Hacker and Cyber Essentials Practitioner, it gave confidence that expert help can be provided with the ongoing battle to keep out the bad guys.

The Outcome

Having decided to partner up with Reformed, Answer4u couldn’t be happier. A member of the Reformed IT team visits the head office every week and spends time working through projects, issues and improvements with the in-house IT department. This allows for a very structured and focussed view of continuous improvement within the technology side of the business.

As well as this, Reformed IT provide additional help desk cover for times when support demands increase and to help balance the load on the in-house IT department. Whilst also being on hand for any particularly tricky issues or where specialist skills are required.

As part of the service, Reformed also provide a managed IT documentation system allowing for accurate and secure storage of key systems processes which are kept updated in real-time and collaborated on between internal and external IT. This fluid way of working with an external IT partner has seen a huge benefit over previous similar business relationships.

We have had a strong and successful partnership with Joe for over 7 years. He has consistently challenged us to improve and grow and brought fresh and innovative ideas to our business that have enabled us to be safer, smarter, more efficient and deliver a better service to our customers.

When we learned that Joe was joining forces with a team of other experienced professionals to establish Reformed IT we knew straight away that we wanted to rekindle that partnership. We now have subject matter expertise, combined with a clear passion for driving change and solving challenges which is invaluable.

We are looking forward to enjoying its rewards.

Stuart Wilson

General Manager, Answer4u