Customer Service
How does Sunrise manage Client accounts?
Sunrise provide a dedicated account team to all clients. A copy of the account management structure can be seen below. This will provide all clients with a direct contact within Sunrise Associates Ltd, sticking firmly to our foundations "our client, our responsibility"
Sunrise can confidently say that all client accounts are managed with extreme precision and proactivity. Constantly monitoring all aspects of change and development, offering specific KPI's and reports. (See SLA for detail)
Definition of support service
Car kits, service support, accessories and account management are handled in house, located in Milton keynes. SLA response on any emails requests are 2 hours. Handset turnaround is 24 hours. We have a 48hr install policy anywhere in the uk for car kits and our network agreement for conflict resolution is 24 hours.
Service related issues are resolved via email so that they can be tracked, this will then be escalated through to the account manger, Sales Director or Managing Director, who if required has links into senior management within the Network. This is generally used in the event of compensation for a client, i.e. a network goes down for an extended period and the resulting effect impacts the client etc.
On going service support and structure is managed through the dedicated account manager who will deal directly with the site administrators, they will then liaise with the network, resulting in a more efficient account management style allowing the individual administrators to continue with their core role.
All support staff are based in Milton Keynes, although the various sales offices can be utilised for specific requirements.
Office Based Implementation Specialist (OBIS)
While your account is in the nursery period you will have a dedicated, OBIS who will ensure that the transition between your current provider and your new network goes without incident and will remove any burden from you.
Call us once and we'll own and resolve your query.
Spend your time running your business, not chasing ours. That’s why we’ve made our Business Customer Services different. Therefore, when you call us we don’t expect you to do the legwork, just call us once and we’ll either get you an answer there and then – or we’ll call you back at a time that’s convenient. We’re continually training our advisors every month to give you better service.
Design your own billing reports for free*.
All our business customers enjoy free itemised billing, but when you have many mobiles to manage, comparing the bills on paper just isn’t time efficient. Bill Manager is free, enables you to compare usage, and costs between individuals and departments in Microsoft Excel®. It’s simple to set up and tailor to your needs.
