ITNET Plc

With innovative solutions in IT, Consulting and Business Process Outsourcing Services ITNET has become one of the leading IT providers in the UK. ITNET's success has been due to their ability to enable customers to achieve their business aims with as little risk to themselves as possible.

Their aim is simple: to help their clients serve their customers better. ITNET is a company that has the vision to effect major change, reduce cost and transform organisations to be more efficient. They have achieved this by developing a client focused organisation, which understand customer’s needs.

Working with both the public and private sectors, ITNET will share with you how they use technology to improve their own customer relationships, how the intranet underpins their business success and how they have developed a service delivery culture.

Topics Covered

The on-line service centre

ITNET have transformed their customer service centre from a standard call centre to an interactive contact centre. They have achieved this by exploiting technology and establishing working practices that have ensured a reduction in calls, thereby increasing efficiencies and improving customer perceptions.

Delivering the promise

It is easy to say that you are client focussed, but unless every employee lives it you run the risk of just being mediocre – ITNET shows how they have established their service delivery culture – built around establishing and nurturing relationships with customers at both the corporate and individual levels. Specifically they will cover: defining the culture, developing and reinforcing behaviours, recruiting the right people, difficulties and opportunities when integrating large groups into your team

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