Our team’s response to the COVID-19 crisis – How did we perform?

Now the lockdown’s easing and we’re all beginning the gradual return to our offices, it’s become crystal clear that the Coronavirus pandemic has sorted the IT Support Five Star superstars from the rest of the IT crowd.

As the Covid-19 crisis bit, did you experience the world-class IT support service delivery you deserved or were you left frustrated by the lack of expertise, experience, communication and support you’ve a right to demand?

We have run a few reports and have some key metrics that we’d like to share with you, so you can see how we performed.

5.5 minutes

Average response time

4.9 stars

Feefo review rating

2500

Number of tickets raised

1200

Number of incoming calls

550

Overtime hours worked by staff

Examples of client reviews

24th March

“Fantastic service at extraordinary time *****
This is an extraordinary time and I am sure totality services are dealing with a huge volume of work. Despite that, James could not have been more helpful, patient and professional. Absolutely brilliant service and thank you.”

27th March

“Very good *****
The agent was amazing and resolved my issue in a minute. Thanks a lot!”

7th April

“Great service even in a crisis! *****
Got printer up and running after a battle with the software, but never gave up.”

Click here to read all Feefo reviews

New clients

23rd March – 31st May

4

Number of new contracts won

220

Number of new client devices we’ll be onboarding by 1st Aug
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Working to make things easier for you during the COVID-19 pandemic

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COVID-19 Update: Face-to-face IT meetings have been temporarily replaced with Microsoft Teams sessions, and our engineers will be able to carry out IT assessments remotely.