Abica - Business Telecoms in Glasgow, Scotland. Business Phone Systems, Business Broadband, Mobile, Landline and VoIP Solutions.

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30 June 2011

Improving Customer Service – Our New Ticketing System


Abica’s new ticketing system designed to streamline client support through the simple medium of email.

How it works for you: Responsive

When an email is sent to support@abica.co.uk you are met by an immediate response from Abica explaining that your email has been logged and a client services representative will be in contact shortly.

How it works for us: Expedient

Each ticket is received to the “unassigned” category, this is constantly being watched by the CS team. When the ticket is received it is assigned to the relevant department to deal with.

How it works for you: Informative

Customers can be updated every step of the way no matter if it is an order, issue or any other request and they will be notified by email if any updates are made to this request. If the customer responds to a ticket, Abica are informed of this quite clearly on the system because the ticket turns yellow to indicate that the customer has sent an email back, in addition to this the CSR who has been assigned the ticket also receives an email.

How it works for us:  Thorough

Notes can be added at any point during the process and the customer will not receive these, these are obviously for internal use.

How it works for you: Continually Updated

Customers can also login to the Kayako portal once their initial support request had been received and check their status updates from there.

How it works for us: Fail-safe

There is a failsafe system within the ticket system whereby if a ticket of a certain nature isn’t answered within a certain time it will escalate to a higher management level to ensure that the client is getting the focus that they deserve.

We hope that this new system will add even more value to our offering and level of service that we promise to all of our customers.

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What Our Clients Say

  • “Abica is pro-active in ensuring a timely response to any issues arising and are an intrinsic element of our supply chain. We only choose suppliers we can trust and Abica has shown us that we can rely on them.”

    Nicola White, Harper Macleod

  • “We rely on Abica to meet our high standards and ensure that we can continue to offer a seamless experience at Monachyle Mhor. If we encounter any problems, one of the helpful team is always quick to deal with it.”

    Tom Lewis, Monachyle Mhor

  • “Abica have proved over the years that they have constantly moved with the times in creating an atmosphere of total trust with our organisation. Their industry knowledge, technical support and advice have always proved cutting edge and cost effective, and we wish them well in their constant push for excellence.”

    Bob Nixon, CBC Glasgow Ltd

  • “In the market of mobile telecoms the technical product is available from a multitude of resellers but with Abica the product is wrapped in a personalised service model. This model enables Abica to work as if part of our team, they are proactive and assist us in delivering value to our business, our users and ultimately our customers.”

    Laurence Hamer, Weatherbys Ltd

  • “We have been a customer of Abica for a number of years now and during that time have received excellent levels of service and extremely prompt responses to any requests that we have put to them. They are a very proactive and customer focused company and their customer relations management mind set is extremely positive.”

    Keith Lawrence, Lawrence Creative

  • “Abica provide a first class service. They are always on hand to answer any queries and to provide support when required.”

    Peter Moir, 1st Choice Chemdry

  • “Abica offer a flawless service and have always been there at the end of the telephone when we have needed them. Their prices aren’t too bad either!”

    Andy Meldrum, Glencoe Mountain Ltd

  • “Abica been the most efficient, straight forward, helpful Telecoms company we have ever used. Abica take the stress out of the management of our telecommunications. As a national recruitment company, managing our multitude of broadband and telephone contracts was not only complex but challenging. Abica have both brought order to chaos and reduced our costs and completely exceeded our expectations. I recommend Abica to anyone who will listen!”

    Zoe Hamilton, Jarvis King Associates Ltd

  • “Their excellent standard of skills & communication through-out the whole business. Guaranteed to find best price everytime, 10/10 business for telecom communications.”

    Michael Murphy, SCO-FRO Group Ltd