OneFile awarded Customer Service Excellence accreditation
OneFile has been recognised again for its customer service excellence, and for reaching even higher standards of customer support and service in key areas.
Our award-winning company, the UK’s leading apprenticeship Ed-Tech SaaS supplier, has retained its Customer Service Excellence accreditation with flying colours, also being awarded Compliance-Plus status for customer insight and organisational culture. Compliance-Plus is only given to a business that can prove its customer support and service goes above and beyond the practices of similar providers, and that it is driving innovation in its sector.
To be recognised as achieving the prestigious Customer Service Excellence accreditation, an organisation must be successfully assessed and certified against the standard by a licensed certification body. Certification is recognition that a company puts its customers at the core of what it does. To achieve accreditation, organisations undergo a thorough assessment, including a detailed review of process documentation and an on-site visit by an independent assessor. Only those who are consistently achieving the national standard for excellence in customer service and who have a truly customer-focused culture are accredited.
OneFile successfully met, and in those two areas exceeded, the five criteria of Customer Service Excellence, which are:
1. Customer insight ⭐️ Compliance-Plus
Effectively identifying your customers, consulting them in a meaningful way and efficiently measuring the outcomes of your service are a vital part of this approach. It's not just about being able to collect information; it's about having the ability to use that information.
2. The culture of the organisation ⭐️ Compliance-Plus
It is challenging for an organisation to build and foster a truly customer focused culture. To cultivate and embed this there must be a commitment to it throughout an organisation, from the strategic leader to the front-line staff.
3. Information and access
Customers value accurate and comprehensive information that is delivered or available through the most appropriate channel for them. Putting your customer first can be an important step towards providing effective communications.
How you achieve your business aims, the outcomes for your customers and how problems are managed can determine your organisation's success. Listening to your customers' views about the service provided can be just as important as achieving key performance targets. Comments, complaints and other feedback from customers can help you to make vital adjustments to the way your organisation operates which in turn can support better delivery.
5. Timeliness and quality of service
The promptness of initial contact and keeping to agreed timescales is crucial to your customers satisfaction. However speed can be achieved at the expense of quality, therefore the issue of timeliness has to be combined with quality of service to ensure the best possible result for customers.
The CSE quality mark
The Customer Service Excellence quality mark aims to make a tangible difference to service users by encouraging organisations to focus on their individual needs and preferences.
Here’s what one OneFile customer had to say about our customer service:
“The support has been very detailed. Training sessions are very carefully planned. Aftercare via phone or online is exceptional. The service and support provided by OneFile is quick, and clear instructions are always given.” - Spokesman for Eastleigh College, who switched to OneFile from another provider.
OneFile’s Director of Customer Support Services, Adam Fogo, said:
“At OneFile, our dedication to providing excellent customer service is unwavering. We strive to be 'better today than we were yesterday' and our team consistently exceeds expectations, demonstrated by customer satisfaction scores of over 96%.”
To book a demo with one of our friendly team, complete the form here. It would be great to hear from you.
For almost 20 years, OneFile has pioneered EdTech, becoming the UK’s leading end-to-end education software provider, supporting over 1.7 million people across more than 700 organisations – from construction and logistics to public sector and leisure - to learn for their future.
We prioritise the experiences of our customers above all else, investing in award-winning support teams as well as designing a learning platform that's efficient, engaging and works with all apprenticeships, training and vocational qualifications. Based in Manchester, OneFile employs 85 people across a range of disciplines. Winners of the Queens Award for Innovation and holders of the Customer Service Excellence award since 2016, the Customer Support Team sits at the heart of OneFile.
When you partner with OneFile you become part of a movement to shape the future of learning, we're so much more than software.
This article includes research and opinion sourced by OneFile at the time of publication. Things may have changed since then,
so this research is to be used at the reader's discretion. OneFile is not liable for any action taken based on this research.