Infinity decided to become an early adopter of best-in-class Monitoring and Process Automation, before it was commonplace to do so.
The Infinity Service Desk developed key skills and processes that quickly improved the operating efficiency and stability of our client’s devices. In addition, Infinity scaled the service desk to enable monitoring alerts to be resolved 24/7. As a result, our clients benefited from fault resolutions before they had chance to impact their business.
Due to Pro-Active Monitoring and excellent customer service, Infinity achieved a client retention rate of 97%. This allowed us to widen our geographical reach to anywhere in the UK whilst maintaining an industry best SLA. The overall objective of expanding our services was to preserve the same levels of professionalism, without massively increasing our operating costs.
With a focus on building relationships, the Directors reached out to channel partners that had a like-minded approach to service delivery. An approach that didn’t solely focus on simple repairs but on exceeding all customer expectations.
Infinity can deliver a 2hr onsite service to our customers because of our well-structured supply chain. The uniqueness of our supply chain is a key differentiator in the way Infinity do business. The differentiator allowed Infinity to not solely rely on back-to-back arrangements, but to choose resources from the wider engineering pool on a case-by-case basis. The Infinity model ensures we meet the service level agreements on which client and supplier depend.