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Shackleton are in the happy position of having an excellent relationship with our customers which provides a very reliable channel for genuine feedback. Some of you have told us that our response times have slipped over the last few months; a situation that we have also noticed, mainly due to increase in support customer numbers and increased scheduling complexity.

We have reacted to this slip in service levels by altering the way we manage the helpdesk calls. We have introduced the role of a “Day Tech” (just like a normal Technician but chained to his desk!) to provide reactive support for all problems that can be sorted remotely. We have also changed the way that we schedules site visits, using a new mobile Vodafone scheduling platform, to ensure that we can provide a definitive date for a technician being on site to deal with your jobs.

This all kicked of on 1st April and will take a few weeks to bed in but we hope you soon notice response times returning to normal!

As ever, please let us know....