Cobweb Solutions Blog - The UK's Leading Cloud Provider

Mitchells & Butlers choose Cobweb’s Hosted Exchange for a cost effective, yet tailored email service

Mitchells & Butlers, the leading operator of restaurants and pubs in the UK, identified that a guest email system was needed in order for customers to contact their relevant establishment. Due to the complexity of upgrading their current email system and the requirement to have the guest email solution quickly available, Mitchells & Butlers IT department were given the go-ahead to select a third party outsourced email provider.

Cobweb were able to fit their individual businesses needs perfectly by customising the solution to match Mitchells & Butlers specific security and interface configuration requirements. The service provided includes MessageLabs Anti-Spam and Anti-Virus protection and 24/7 UK based support.

“We considered a number of global leading hosted email brands, including Cobweb’s Hosted Exchange. Ultimately it was our feeling that Cobweb was the preferred provider who could deliver against our technical requirements”

Martyn Eddins, IT Service Manager at Mitchells & Butlers.

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Managed IT Services - Now Available from Cobweb

At Cobweb, we know how managing your IT infrastructure is a complicated and time consuming job, especially if you only have one IT employee or a small IT team. To help you ease the burden Cobweb can now provide you with:

• Desktop and Laptop Support - give your staff direct access to an experienced and qualified technical service desk.
• Infrastructure Management - resolve incidents on your routers, switches firewalls and wireless access points
• Remote Management - providing you with server incident management and planning

Cobweb’s Managed IT Services are supported by a UK based technical service team which is available 24/7, 365 days a year.

More information about our Managed IT Services

Download the launch press release

External Audit - Fantastic Result!

Last week Cobweb underwent their tri-annual recertification external audit.  A team of 2 external auditors spent 3 days each auditing our ISO9001, ISO14001 and ISO27001 systems.

We are very pleased to announce that not only did we pass that audit but we did so with no discrepancies and a glowing report from the auditors on the efficiency of our systems.

Over the past year we have made lots of improvements, which include automating processes to eliminate the possibility of human error and allow tracking of responsibilities and actions taken throughout the process.

Cobweb is always looking for new ways to continually improve our systems, and share those successes with our customers.

If you would like more information with regards to the audit, or how we achieved this great result then you can contact me:

Louise.Cookson@cobweb.com

Knowledge Base is Migrating to Docklands

Following the great success of our Cobweb Knowledge Base relaunch we will be working closely with Talisma, the company that provide the service to migrate our site to their data centre in Docklands. The reason for this move is to further improve connectivity and speed for our customer when using this service.

In additon our software will also be upgraded to the new version offering better functionality including a completely new search feature provided by Autonomy. During this work customers will not have access to the Knowledge base service.

The work is due to commence the last week of July; please see our service status pages nearer the time at the following address for more information. www.service-status.info 

Thanks

Russ Prior - Service Desk Teamleader.

The Best Support Representatives.

In Support World March/April edition the following statement was made:

"The best support representatives have extensive networks of contacts internally and externally, and call upon these self-support infrastructures when they are required"

This got me thinking; how does this statement fit into Cobweb's operational structure and do we really have the best support agents?

It is standard that most managers in a service department will state that their agents are the best equipped to service the organisations customer base; it is a natural loyalty to their staff.

However at Cobweb I really do have this belief and it is supported by the following facts:

The Cobweb service desk has three tiers of agent which all sit together which improves knowledge share and communication.

Every single agent has direct access to the Exchange and Windows engineers, for immediate escalation.

Each agent has access to extremely robust partner escalations, for example with Message Labs and Tiscali, which have been built up from years of service. Giving us highly streamlined support functions to our external partners.

A passion for customer service; many of our big customers know our agents by their first names and get the chance to meet them when they come for an office visit. 

As with anything there is room for improvement and we always strive to better ourselves, but I have one question.

What do you think makes the best support representative?

Thanks,

Russ - Service Desk Team Leader