In response to our recent pilot we're making some changes to the way we will handle support.

What are we changing?
RW has appointed a Service Delivery Co-Ordinator to ensure that all our customer's support issues are handled in the most efficient way. The most obvious change will be that all telephone calls to the Support Desk will now be handled by the Co-Ordinator, although the same highly skilled team of engineers will be solving your queries.

Why are we changing?
We always listen to our clients. After the pilot we sent e-mails to everyone who raised or closed a support ticket during that time asking them simply to state if the service was worse, the same or better than usual. The response was a little shocking - a staggering 0% reported a worse service, 45% reported the same and 55% reported a service that was better than normal. Those figures alone would be enough to justify the change. But, in addition, we also showed a marked improvement in the overall performance of the Support Desk during the trial.

When is the change happening?
This change has a large impact on the way the Support Desk is currently run. For this reason we will be phasing in the new structure over the next 2-3 weeks. It is expected that by November 6th the new structure will be completely in place, although the signs of change will be evident before that.

How can you help?
This change is being made because we feel it is in the interests of our customers. Naturally, there may be some turbulence in the first few days and we would really appreciate your patience during that time. Your comments will also be very valuable. Every e-mail sent from the Support Desk marking the closure of a ticket has a link at the bottom inviting you to give us your feedback. Good, bad or indifferent, your comments will make it easier to establish if we are moving in the right direction.