Customer Care…


Understanding your needs…

Initially, one of our experienced Business Development Managers (BDM) will visit you to understand your needs. We would also like to understand your business and get a grasp of the pressures in your industry and talk through solutions that technology can provide you to overcome them and get you that competitive advantage. This is essential to make sure that we find exactly the right solution for your business, whether that is through introducing you to new technology to help you to further streamline your operation and improve efficiency, or by simply reducing your mobile costs.

                                                                                                                                                        
Solutions to suit your needs…

 

Once you’ve met with your Business Development Manager (BDM) to discuss your requirements, you’ll receive a proposal outlining our recommendations and why they’re right for your business. You'll be professionally guided through the Telecoms minefield so you get jargon free, straightforward information which will help you understand what we’ve proposed. The proposal will also outline Red Sky Telecom after sales care service which ensures the package or system you choose continues to be the right one for your business well into the future.

The next step is a simple face to face chat with your Business Development Manager (BDM) to talk over the proposal, specifically addressing why it’s right for your business. This meeting also gives you the chance to ask any questions about the proposal or the service and relationship you can expect as a customer of Red Sky.

 

After sales, customer care…

 

Once you’ve decided on the proposal that’s best for your business and the detailed contract has been completed, we’ll provide you with a step by step guide of what to expect next. We’ll also continually update you on the latest developments until you are connected to your new package or system.

We genuinely want you to get the maximum benefit from your new investment, so we carry out regular account reviews so we can help you stay one step ahead of your competition as products and services are constantly changing therefore its vital we keep you up to date with these changes and we can continue to keep your costs to a minimum for the duration of your contract.

Your Business Development Manager (BDM) is available to you to help with any aspects of your new telecommunications package, as well as keeping you aware of any changes in the industry which might impact on your business. Your BDM will formulate a strategic plan of action over the coming months following your new contract where they will meet with you to discuss changes to network products and services or changes in your industry and business requirements. We understand that nothing stays the same therefore we offer a truly consultative approach to the way we work and to your business therefore maximising the potential of your business through cost savings, efficiency and productivity but more importantly if we look after you, we would hope to keep you as a valued customer for years to come.

 

Order Processing, 5 Point Plan…

 

We know how important it is for you to be able to just get on with your business and that is why we aim to make the changeover from your existing mobile phone supplier as smooth and as effortless as possible. This guide details the sales process that we follow to ensure you can start to save money and look forward to excellent customer service, with no disruption to your business.


Point 1:

 

Paperwork completion & Company proofs…

 

Your Business Development Manager (BDM) will have completed all the necessary paperwork with you and will have taken the time to explain exactly what you can expect from us between now and when your new phones arrive. A copy of all the paperwork will have been left with you – please keep this safe for future reference. Our (BDM) will require proofs for the networks, This will usually form….

 

Business Proofs (Limited)

 

Purchase Order inc. the following info on letterhead paper:

  • Trading & registered address (if different)
  • Company registration number
  • Number of connections, tariff, term, handsets & promotions required
  • Signed, dated, name & position printed
  • International access needed?
  • Direct debit details

 

Company must either be listed on 118500 or 118000 (Orange Directory), (BT).

 

Copy of recent Landline Bill and mobile invoice. (within the last 3 months).

 

 

 

Personal/Partnership/Sole Trader…

 

One from each category for a personal/sole trader or each partner if a partnership:

 

Signature proof:

  • Bank or building society debit or credit card – both sides, must be a personal account. Some store cards are accepted
  • Full UK driving License, paper part and photo or photo only
  • Firearms certificate
  • Passport

 

Address proof:

  • Utility bill (not British Gas), reminders are not accepted
  • Full UK driving license
  • Credit/Debit statement (must show transactions)
  • Passport
  • Family allowance/Pension book

 

Business Proof:

  • Business Cheque book
  • Business bank statement (most recent)
  • Business utility bill (landline bill should show landline number)
  • Business credit card statements (3 months worth)

 

Important points:

 

The PO must be on one page only

All proofs must be within 3 months of the connection/credit check

All proofs must match up.

 


Point 2:

 

Order Processed…

 

Your completed paperwork is forwarded to our Operations Team who will process the application in conjunction with your chosen network. At this stage a credit check will take place and occasionally we require additional information (additional company information, copies of accounts or recent mobile phone bills and sometimes a network deposit). If this is the case then your BDM will contact you. The credit checking can take between 24 and 48hrs to come back to us but once we have received notification a member of our team will contact you to advise.

 

Point 3:

 

Dispatch…

 

Once credit authority has been obtained from the network, a member of our Operations Team will contact you to make sure your order meets your requirements.

They will then inform you of the next process and agree a convenient delivery date and place. Your new phones and SIM cards will then be sent to you prior to your numbers being transferred to the new network. This gives you time to distribute the new phones and ensures minimal disruption to your business. If you have requested any special requirements such as fixed dial sims or blackberry set up for example, we will ensure they are fully operational prior being sent out to you. We will either conduct this prior to dispatch on in some cases work with you to understand the process at your customer site.


Point 4:

 

Connect and Port…

 

When your phones have arrived, a member of our Operations Team will again be in touch to ensure that all the equipment has been delivered and to confirm the date your existing numbers will be transferred from your current supplier.


Point 5:

 

The Future…

 

Once your phones are connected and any retained numbers have been ported, your account will normally be managed by Red Sky Telecom or you can deal directly with your chosen network. If you would like Red Sky Telecom to handle any queries or issues that may arise and you want us to deal with the network on your behalf we will ask you to sign a 3rd party authorisation document stating we can have access to your details.

 

Your Business Development Manager may have discussed with you such things as termination fees and cashback. To raise a credit for these items please
send an invoice for the agreed amount to the address on the contact page. Invoices for termination fees must include a copy of final bill detailing the termination fees.