31 March 2012

Age Concern chooses BridgeOne for innovative approach to customer support

Age Concern is a dynamic organisation providing direct help to over a million older people each year through local services and a national network. Services include day care, a national information line and advice on an extensive range of age-related issues.

As with any charitable organisation, Age Concern needs communications that provide best value for money. Most importantly, though, Age Concern deals with the elderly in circumstances where reliability is the top priority. In turn, his means working with a communications provider that can deliver the highest levels of service and support.

Finding that type of customer-focused approach amongst the vast number of mobile telecoms companies is not always straightforward, as discovered by Marnie Enever, Operations Manager at Age Concern Greenwich.

"After years of bad service from two previous suppliers, that I have changed due to poor service, I have finally found BridgeOne - a provider who not only understands what we need as an organisation, but also delivers a great service and has fantastic communication, whilst also making sure charges and tariffs are the best possible."

Patrick Crockford, BridgeOne Managing Director, explains what makes BridgeOne's approach to service delivery different:

"We take a two-pronged approach to Customer Service. Firstly, each of our clients is allocated an experienced Account Manager, offering expert guidance on the most cost-effective mobile communications for your business. Secondly, every client is given a dedicated member of our Client Care team to provide a personal service for all day to day queries and problems."

Unusually, BridgeOne clients are also given an email address, read solely by the Directors, for comments about quality of support, employees, procedures and any other service issues. Patrick Crockford adds:

"The directors read this mailbox on a daily basis and answer every email personally. It's a service that ensures specific matters are resolved quickly and that our services are evolving constantly, in line with market demand."

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