We’re improving the way we support you

efex

Hi there,

On behalf of EFEX, I’m pleased to announce some positive changes we’re making to improve the way we provide technology support when you and your team need help.

Over the coming days and weeks, you’ll notice the following changes:

Less time waiting for your call to be answered

When you call and select ‘2’ for IT, Voice & Data Support, you’ll be greeted by one of our Customer Service team members instead of an Engineer.

We’ll ask you for lots of detail up front

Before any work commences, our Customer Service team will confirm your contact details and ask for as much information as possible about your request to make sure we assign the right engineer to work on it.

Then we’re ready to get to work

Armed with all that information, we can assign the right engineer to it based on their skills, availability and your urgency. They’ll keep you updated as they work through your request.

While we’re excited to be introducing these improvements, our team and I know that it may feel a little challenging at first as we break away from a process you’re very familiar with.
But please bear with us as I’m confident that in a few weeks you’ll be experiencing less wait time on the phone and a quicker response from our technical team.

You’re always welcome to reach out to me or any member of the team if you have questions, concerns or feedback – we’d love to hear from you!

Kind regards,

Jenny Balzarano
Operations Manager – Technology

Jenny Balzarano