Our principles

1
Support customers as a team.

These days, customer service is a team sport. And not just for your support team — for your entire business.

2
Listen to customers (and share their ideas).

What information do you need to answer people's questions? Encourage your team to never hesitate to ask questions when talking to customers.

3
Remember every second counts.

Customers hate to wait!
Be sure to give your agents the help desk solution they need to help customers as quickly and efficiently as possible.

Testimonials

     We have been through enormous business and IT change over the last couple of years and Alphonet has been very flexible and responsive in meeting our changing needs, often with very little warning.” .
Saheed Adeoti
IT Manager
Great Brands Nigeria
     For over 7 years we’ve relied on Alphonet for all our procurement (servers, Workstations, routers, switches and licenses).
Femi Aayi
CEO/Managing Director.
Riskcontrol.

Great Brands

Great Brands Nigeria Ltd. is a World-Class, People Orientated, Performance Driven Sales and Distribution Company. Leading Consumer goods Distribution Company in Nigeria over 35 years’ of experience of Nigeria and the region. . Aim to achieve dominant market leadership positions for premier FMCG producers by combining quality production and brand value with expert distribution .

Where they were

With multiple offices around Nigeria, Great Brands had a large in-house IT support team spread around the country. This distributed nature was neither efficient nor scalable. In-house staff were either under or over utilised depending on the number of staff in each branch and the projects that happened to be running at the time. When in-house IT staff took leave this also left the business exposed to IT problems.

What we did

Alphonet’ combination of best practice processes, nationwide coverage, responsiveness and cost effectiveness was a perfect fit for Great Brands’ requirements. Saheed Adeoti Great Brands’ Head Technology Officer said “With over 750 users spread around Nigeria, we need an IT provider with a professional and disciplined inter-state service approach, and Alphonet delivers just that.”

We tailored a support package that consisted of 24 x 7 ITIL based service desk for end users, a schedule of regular site visits to each of Great Brands’ capital city offices, and an SLA based dispatch process for ad hoc support.

In consultation with Great Brands we clearly defined the delineation of scope between our engineers and the Great Brand in house application support team. This involved extending our ticketing system to Great Brands’ in-house staff to deliver end-to-end SLAs.

Working alongside Great Brands’ in-house team we created a number of new processes to free them up from a number of existing support processes thereby giving them more time to focus on higher value specialist support to the business .

The Results

Great Brand now have a cost effective solution to provide a consistent level of high quality support across multiple branch offices around Nigeria. Alphonet’ large team of field technicians are able to scale up to handle any volume of support as required and our team of engineers are available to assist with a variety of projects.

Our internal cross-training and backfill means that coverage for leave is no longer a problem and our central service desk has brought ITIL compliance and the ability to efficiently handle call volume peaks and troughs

Since engaging Alphonet overall end user satisfaction with the service team has increased significantly across the organization.

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