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Our Service

The heart of our business is our customers. And only by constantly reassessing and improving the quality of our service, by shaping our offer to the evolving needs of every customer, can we deliver the highest service standards possible.

We’re here
24/7

Our Customer Service Desk and Network Operations Centre run 24/7, every day of the year. Focusing on disciplined and dependable SLAs and clear escalation paths, we are real humans ready to solve your problems. People who know your service and your business. And usually you, too!

EXPERTS
ON-DEMAND

We provide your business with teams of multi-talented IT experts, drawing on a wide variety of skills, experience and technology support. We constantly invest, train and support these teams to ensure you have access to the best talent. We can act as an extension of your IT Team, or your entire IT function, depending on requirements.

We’ve helped
hundreds

We serve the critical IT needs of hundreds of businesses — helping them overcome their connectivity, infrastructure and technology challenges. Each new customer is as important to us as the last – from small start-ups, to companies with global networks and thousands of employees. We care about your problems and we are passionate about solving them. No caveats. No small print.

Customer Stories

TESTED, MEASURED, ALWAYS IMPROVING

We constantly measure and benchmark our success — from a business-wide Net Promoter Score (NPS), to Customer Satisfaction (CSAT) scores on every service ticket. Our Customer Success Team is in constant contact with our customers for feedback and engagement. We use a mix of ITIL, Agile and other frameworks for effective customer service and project management. Our ongoing investment in service quality supports our core values and helps us stay customer focused.

DEVELOPING THE NEXT GENERATION OF IT EXPERTS

At Backbone Connect, we are proud to support government-backed apprenticeships in every department. Some of our longest-serving staff started as apprentices and have become successful and highly valued employees, both by the business and our customers. Backbone also invests in a variety of training programmes across different departments, empowering our people with new qualifications and bespoke training initiatives, all the way up to management level.

How can we help?