TFM Networks Organisation
Service Management
With a Personal Service Manager and Lead Engineer allocated to each client account, our commitment is to address problems pro–actively. Working alongside your IT team our objective is to solve the underlying issues that drive service and value throughout the relationship, not just when problems surface.
Monthly service reviews and reports focus on service performance and continuous improvement, underpinned by continuity of engineering support through the ‘Lead Engineer’. It’s an approach that means plans are rapidly carried through into implementation ensuring that our standards of service are constantly adapting and improving to meet your changing needs.
Management Systems
It’s a matter of fact that, no matter how diligent we are, network problems will occur from time to time. It’s a matter of principle that we believe the most effective way of managing such issues is to be open and transparent. That’s why all our customers have personal access to all our network management systems, meaning you get exactly the same visibility of network performance as we do.
From PC Application to router, firewall, switches and hubs our management systems have it covered; full visibility of the current status of all your crucial network components, immediate notice of problems should they occur and historical performance data. It’s a package of management tools that means that whilst you outsource service management to TFM Networks, you retain and actually increase your management capability and control.
Onsite Support
With 62 onsite engineers strategically located throughout the UK TFM Networks supports the most exacting onsite callout standards including four hour replacement/fix of onsite equipment.
Implementation
At TFM Networks implementation is far more than ‘installation’. Our skill base including, Microsoft, Cisco, Allied Telesyn, 3Com and Watchguard represents our commitment to a flexible and expert engineering resource that contributes to your IT planning process in addition to implementing solutions.
The ‘Lead Engineer’ role establishes a ‘quality cycle’ within the account relationship that fosters specific knowledge of your business and its systems and applications. It is our belief that continuous and incremental improvement is the most effective approach to achieving service excellence and that continuity of customer knowledge, through the lead engineer, is the most effective delivery methodology.
Helpdesk
Our Helpdesk is the heart and soul of our relationship with clients because it’s how we manage the day to day communication with customers that embeds the culture of continuous improvement. Fundamentally, we believe that the Helpdesk is customer resource and that’s why we never close nor do we close an issue until you agree that the problem has been solved.
With Multi Lingual 24/7 cover our Helpdesk mirrors our clients’ requirements for continuous, global night and day cover 365 days a year.
