Case Study: Trustmarque Solutions Ltd achieves an improved customer contact strategy with Getronics

Getronics Provides Customer Strategy that Focuses on Client Needs, Not Technology

Trustmarque Solutions Ltd, one of Microsoft’s biggest UK large account resellers, needed to rethink its customer contact strategy as customer expectations evolved and its existing telephony and contact centre systems were unlikely to support future needs. Getronics was brought in to help Trustmarque understand how customers wanted to interact with the business and to assess whether its current service model and technology could keep up.

Getronics delivered a three-part consulting review: a customer survey, an operational assessment, and a technology review. This helped Trustmarque identify the need for a multi-channel, more consistent service model and better integration of voice and email, alongside improved reporting and management controls. As a result, Trustmarque gained a clearer customer contact strategy, a stronger foundation for service improvement, and input into a technology tender aimed at achieving early ROI and better customer handling.

Trustmarque Solutions Ltd

Mark Godliman

IT Director