Customer Service
At eLINIA, we strive to ensure that all our customers benefit from:
- Excellent customer service – using our team’s knowledge and expertise to tailor services and solutions to customer requirements
- Team approach (eLINIA’s ‘pod structure’) – working within and across teams to deliver a consistent level of service whilst operating as a true extension of our customers’ IT team
- Continual improvement - actively seeking ways to improve ways of working and customer service, ongoing training and development, employment of ITIL accredited staff and processes
- Ownership – actively encouraging shared ownership of issues including change and incident management
At the heart of eLINIA's ethos is building strong, lasting partnerships with our customers centered on a real and thorough understanding of our customers' core business and processes.
Pod Structure
eLINIA's Service Delivery is based on the award winning 'Service Pod' idea. This approach provides a small virtual team or Service Pod comprising technical experts with knowledge of all key areas of customers’ environment. Each Pod is fronted by a Service Delivery Manager and works with either with a single, large customer environment or a small number of mid-size customer environments.
The Pod approach - with a limited number of different customer systems managed within each Pod - ensures a high degree of end-to-end understanding of the customer platform. The members of the Pod will be involved from the design and take-on of the customer’s managed infrastructure through to in-life support.
This ensures better and more accurate response to service issues and a greater degree of problem ownership.