Working with our clients

ICTouch is built on the experience our clients have with us. Supporting a business ICT environment is sensitive and intimate by nature, requiring mutual trust and a commitment to service. From inception we focus on developing sound and professional relationships built on honesty, integrity, and trust.

• Internal systems supporting our customer experience:

• We are in constant communication (telephone / face to face / email) with our clients.

• We are constantly working in and assessing client environments, allowing us to build our knowledge of the systems and provide recommendations for improvement / monitoring and maintaining to improve reliability and performance.

• Implemented help desk & client support ticketing systems enabling clients to submit / track and report on past and current issues.

• 24x7 availability our clients can contact us via email or phone 24x7.

• Use of automation and technology to predict / analyse / monitor and repair issues.

• Best in class help desk team ensuring swift remediation of client requests.

• We have clearly defined customer service expectations / service level agreements that staff are well trained on.