MEET THE CUSTOMER SUPPORT TEAM

PAUL SANDHU

Paul Sandhu
Customer Success Director

I joined Redcentric following the acquisition of Sungard in July 2022 and in September 2023 I became the Customer Success Director here at Redcentric. My responsibilities include service management, service desk, incident management and end-user computing, change and problem management, digital transformation and I work with our Hyderbad team.

My recent professional history has primarily involved delivering services for central and local government customers. I’ve been heavily involved in the cloud services space, particularly in environments requiring high levels of governance and compliance. This means I’ve had extensive experience interacting with clients who have specific and often stringent requirements.

In terms of my working style, I am very much a team-oriented person. I believe in working together internally and externally to ensure we meet and exceed our clients’ needs. This approach is central to how my team and I operate, ensuring we deliver the best possible outcomes for our customers.

 

The Customer Success team at Redcentric is focused on ensuring that our customers achieve their desired outcomes through our products and services. Our main role involves being proactive in understanding our customers’ needs and challenges and ensuring these are met effectively. We look at how we can drive service quality, understand what customers expect and need and how we can deliver that, we’re proactive in anticipating problems and work to improve processes to prevent problems from reoccurring. We work closely with customers to ensure they are not just satisfied but truly successful in leveraging our solutions.

One of the key benefits to customers is our commitment to high governance and compliance standards, which is crucial for many of our clients, especially those in the government sector. We also manage service delivery to meet specific contractual requirements, which can include varying Service Level Agreements (SLAs) tailored to the unique needs of each customer.

Our team is dedicated to continuous improvement and adaptation to meet the evolving demands of our customers. This means regularly updating our processes and service offerings to align with new requirements and industry standards. By doing so, we help our customers stay ahead of the curve and achieve their strategic goals effectively.

The Customer Success team operates on two main fronts: reactive and proactive.

On the proactive side, we work closely with customers to understand their business goals and how our services can support them. This includes regular check-ins, performance reviews, and strategic planning sessions. We aim to anticipate potential challenges and address them before they become issues. Additionally, we continuously seek feedback from our customers to improve our services and adapt to their evolving needs. By doing so, we not only help our customers avoid disruptions but also enhance their overall experience and satisfaction with our services​.

On the reactive side, when issues arise, our team is swift in addressing them. We handle major incidents and critical issues with a high sense of urgency to minimise any impact on our customers’ operations. This involves troubleshooting problems, providing solutions, and ensuring that services are restored promptly. For example, we have predefined processes for different priority levels (P1, P2, P3, P4) to ensure that every issue is handled according to its severity and impact on the customer​.

This dual approach ensures that we are always aligned with our customers’ needs, whether we are responding to an immediate issue or planning for future growth and success.

We have several key initiatives underway as part of our customer services strategy, focusing on noise reduction, optimisation, and innovation.

Noise reduction:

We are implementing measures to enable our teams to have the right bandwidth to deal with the volume of work. We want to reduce the volume of tickets feeding into our service desk, specifically targeting low-value repetitive tasks. By automating these tasks, we can deliver a quicker response and we can significantly decrease the workload on our team, allowing them to focus on more complex and high-priority issues. This not only improves efficiency but also enhances the quality of service our customers receive.

Optimisation:

Our optimisation efforts are aimed at enhancing the efficiency and effectiveness of our service delivery. This involves streamlining our processes, looking at ticket lifecycles and how long it takes to move from one stage to the next, adopting best practices, and using advanced tools and technologies to improve our response times and service quality. As part of this we are looking at ticket touchpoints, runbook automation, SLA management and ticket update management and more detailed report metrics at all levels for team leaders right up to senior management. By optimising our operations, we can provide faster and more reliable support to our customers.

Innovation:

Innovation is a cornerstone of our strategy. We are continuously exploring new technologies and methodologies to enhance our services, including introducing AI, working with vendors to add on or integrate solutions into our ITSM system, SMAX. Another area we are considering is adding chat for our customers to enable quick responses. There is a focus on the escalation team, because we want to stem escalations by being proactive and looking at tickets which are likely to breach SLAs imminently, so we are looking at greater visibility of those processes. By fostering a culture of innovation, we aim to deliver state-of-the-art services that drive our customers’ success.

These initiatives are designed to create a better overall experience for our customers, ensuring they receive high-quality, efficient, and innovative services that meet their evolving needs.

One of our recent projects involved a major retail company, let’s call them “RetailCo.” RetailCo had not previously implemented fixed SLAs and required a transition to a fixed SLA process. They had very specific requirements for their service delivery, needing more stringent SLA numbers and customised support to meet their operational demands.

We started by mapping out their existing processes and identifying areas where we could introduce efficiencies through automation and optimisation. By automating routine tasks, we significantly reduced the volume of low-priority tickets, allowing our team to focus on more critical issues. This led to improved response times and overall service quality.

Additionally, we worked closely with RetailCo to understand their business goals and developed a strategic plan to align our services with their objectives. This included regular performance reviews and feedback sessions to ensure continuous improvement and adaptation to their evolving needs.

Through this collaborative approach, we were able to enhance RetailCo’s operational efficiency, meet their stringent SLA requirements, and support their long-term business goals. This example illustrates how our proactive and reactive strategies, combined with our focus on innovation and optimisation, can drive customer success.

Click into some of our key team members to find out more about them

Suzanne Hullah

Customer Services Manager

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Debbie Bradley

Service Desk Team Leader

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redcentric

Redcentric

0800 983 2522 sayhello@redcentricplc.com