Getronics provides Customer strategy that focuses on client needs, not technology.

Trustmarque Solutions is one of Microsoft's biggest UK large account resellers into the public and private sector, with a 2008 turnover of 117M. The company's many clients include the NHS, local and central UK Government.

Trustmarque employs about 120 people, with most staff in customer-facing sales and product advisory positions. Customer contact is vital, with 45 staff dedicated to the task across five business teams, each with a sales team leader. In July 2008 alone, the customer contact staff took 13,100 inbound calls and made 15,600 outbound calls. Trustmarque differentiates itself in the market through its customer focus, in-depth solutions expertise and value-add service offerings backed by good management systems.

• Understanding the end customer’s attitudes around service
• Identifying the requirements to support the future vision and
• Reviewing the suitability of the existing systems to deliver the

Consultative exercise to:

• Understand and then document Trustmarque’s customer’s needs
• Investigate call handling, contact management and front
• Recommend the requirements for improved customers handling
• Advise on technology solutions to manage the important
• Recommend how to optimise the CRM system.

Appreciation of the needs and expectations of their customers to effectively:

• Improve customer service in areas that are important to
• Improve staff efficiency
• Increase effective business management
• A top level road map for customer service strategy development.

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