Brennan has consistently achieved a world-leading Net Promoter Score (NPS) over consecutive years, because we’ve not only created a continuously improving, highly systemised and AI-empowered approach to our customer experience, we’ve created an authentic customer culture to support it. We know that it’s the people, and not just the technology, that makes all the difference.
Many IT companies talk about being customer-oriented and about delivering exceptional customer service. But few put in place the rigorous systems, processes, analytics and structures required for people to genuinely make a difference. Brennan’s Service Desk offer is purpose-built to ensure the speedy resolution of issues and emergencies with the minimum of stress for our customers. In the end, nothing beats having a customer-dedicated expert owning your issue from start to finish.”
The Brennan support experience begins with certified IT experts answering your call, not telephonists. What’s more, every one of our experts is allocated a specific set of customers – so the person who’s responding to your issue will know your company and IT environment.
When a Brennan team member takes on your issue, it’s theirs. From first-contact, to final resolution. No hand-offs, no passing the buck. For us, anything less than ‘extreme ownership’ of our customers’ problems is a problem in itself.
When there’s a problem, speed is of the essence. With Brennan, over 80% of customer calls are answered within 60 seconds and we aim to resolve 100% of common issues on the first call. Our average Resolution SLA of 91% is testament to our commitment to making things happen for our customers.
The Brennan Self Service Portal provides customers with instant access to important services and information about their IT ecosystem:
While day-to-day Brennan service is fast and efficient, Brennan’s Major Incident team stands ready with a proven ‘emergency response’ approach to major system outages or attacks. Thanks to deep investment in our service management processes, our Major Incident Management teams are as competent as they are dedicated.
Most customer service and support is reactive. At Brennan, it’s also proactive. Amongst other future facing activities we are:
We know technical issues have a human impact. And while we’re uncompromising on getting to the heart of every issue, we’re all heart in how we tackle, solve and resolve them.
Which is why our team of friendly Service Desk Agents are not only screened and selected on their technical know-how, we give equal weighting to soft skills like empathy and sensitivity.
Few things are more frustrating than having to explain complaints on repeat. Which is why finding a fix on the first call is one metric that matters to us.
It’s why we invest in continual Agent training – in formal certifications, in familiarity with your environment, and in strong Knowledge Management best practice – all geared for first contact resolution.
With over 4,500 staff and 1,100 volunteers providing care to over 28,000 people in 60 locations, IT support is critical to HammondCare. When they needed to modernise and improve their overall support maturity, they called us.
When Aurizon, Australia’s largest rail freight operator, decided to make significant end-user support and IT platform support services improvements, Brennan answered the call. Then COVID happened. And the original transition plan needed a quick pivot.
“Although the transition happened in the background, the results were almost immediate, with anecdotal comments coming in from all parts of the business, remarking on how fast and helpful the help desk had become, literally overnight.”
“Technology is ubiquitous. We are starting to see a lot more innovation and digitisation in our sector. Having a partnership with a leading managed services provider such as Brennan to support all of our frontline staff 24/7 is critical.”
Partner with us for reliable IT support. Contact us now and find out how we can streamline your IT needs!
