At Charterhouse our success is based on long term customer relationships built on a foundation of excellent service. We understand that for our customers, their service experience is as important as the quality of the products and solutions we provide.
With a continual service improvement ethos supported by robust investment in our overall service capabilities and maturity, Charterhouse is able to deliver services aligned to our customer’s current and future needs.
Please see below for how Charterhouse deploys services across the lifecycle of the customer engagement.
Charterhouse put a great deal of emphasis on delivering solutions on time, within budget and with the minimum disruption to your day-to-day operations.
All our projects are assigned to a dedicated PRINCE 2 qualified project manager; who will work closely with you to ensure all objectives, milestones, schedules and activities are planned to ensure business continuity.
Being methodical and prudent is in our nature, which helps our projects run as smoothly as possible. We leverage our experience to proactively identify areas of uncertainty and plan to mitigate any associated risk.
Communication is at the heart of any successful implementation. Throughout the process we provide full visibility and an open channel to your project manager. Regular updates are included in the project plan along with allowances for review after major milestone completion.
With the best will in the world, things change. Our experienced project managers are there to ensure that change doesn’t impact on delivery and to manage the change process efficiently.
Whether it be Security, Voice, Data or Mobile technologies, our industry experienced provisioning teams work tirelessly to ensure that the services which underpin or complement your infrastructure are provisioned to the correct timescales and quality.
Leveraging our key vendor relationships and industry expertise, our provisioning teams are fully equipped to overcome the challenges and complexities of provisioning on your behalf.
Implementation & Installation
Our experienced, accredited Engineers work in conjunction with our PRINCE2 project managers to ensure all installations are aligned to manufacturers’ best practice guidelines. We aim to carry our each and every installation to a high standard and with a minimum of disruption to your business.
For added convenience, and to further mitigate risk, we pre-stage equipment off-site; so when we install your new systems everything goes as smoothly as possible.
Our London based Service Desk are well-versed in the support of the Charterhouse’ products portfolio. As the one-stop shop for all your support queries, the Service Desk will own your incident or request through to resolution.
Underpinned by industry standard best practices (ITIL), our Service Desk technicians work to the principal that proactive communication throughout the lifecycle of your incident or request, is as important as the resolution itself.
The Service Desk is supported by a robust escalation process and by the same engineering pool that would have installed on on-boarded your solution through the initial phase of your engagement with Charterhouse.
Maintenance and Monitoring
Maintaining the health and availability of your infrastructure is key to preventing costly downtime. At Charterhouse our scalable maintenance plans are designed to suit the needs of your business; from reactive upgrades to a fully comprehensive and proactive maintenance wrap designed to give you piece of mind.