Raise your virtual glass to PukkaGenTek and say Cheers and Welcome!!!

Here's a toast to our newly re-branded business. Here is some of what we offer customers in varying sectors:

ENTERPRISE

For companies that are no longer start-ups, SOHO or micro businesses but would like the same friendly, professional support service.

For companies who would like to be able to have any member of their staff pick up their phone or send an e-mail requesting support an unlimited number of times for any supported IT problem; or if the need arose expect an engineer to attend onsite any number of times or fix it remotely if possible.

For companies who would like corporate standards of IT monitoring 24/7 with an allocated IT manager; but who can’t afford that.

We can provide solutions to all of the above by providing the unlimited support, monitored by professional systems constantly and managed by experienced and fully qualified engineers – who will also fix any problems you’re experiencing.

We can offer support in many shapes and types; whether you just want a one off ad hoc call for a problem or issue or need a bit more for consultancy to give you strategic help or support. We can also provide a more consistent, robust and prioritised contract IT support which means you’ll always be uppermost in our thoughts when you need urgent help.

When your business is under our care and attention with one of our service contracts you will realise the highest standards of customer care and technical support engineering. When your business has grown to this size you need it to keep working and growing and this is where we can help support that.

If you want a service that is uniquely local but regionally professional providing robust managed solutions to a business that has outgrown its roots then look no further but get in touch with us and we’ll take care of all your IT cares, worries and concerns.

SMALL BUSINESS

Would you like to operate your business as a larger business and take that step beyond Micro, SOHO or start-up but don’t believe you are ready; perhaps we can help, by providing one of the first essential steps which is a first class, amazing, corporate style IT support for business, yet at a reasonable price you can afford.

We are an IT support company that specialises in SME businesses and we believe that extends from 1-50 machines size businesses as well as its bigger brothers. So if you would like to have unlimited telephone advice and help taken with unlimited remote support and on-site engineers when required as well then you can. If you’d like to have experienced and fully qualified Microsoft engineers available to you for unlimited problems then you can. If you’d like to have all your systems monitored and managed using corporate end technology and running 24/7 then you can; and you can have all this for a price that would surprise you.

We can offer you rolling monthly, no tie-in contracts that provide you with all-encompassing service contracts that offer comprehensive IT support for all the IT devices and systems you might have within your offices. Unlike a lot of other IT support companies we won’t just offer you an insurance style contract but instead we will provide a pro-active, managed and 24/7 monitored system contract. Along with that we can go on to offer further services such as high quality, low cost backup solutions and the best in anti-virus installed products; again both of these provided under the pro-active managed and monitored solution service.

If you want to be able to experience the best in SME IT support for a reasonable cost no matter what your size then talk to us and we’ll show you how you can get on with your business; warm in the knowledge that all your IT concerns are taken care of.

HOME USERS

A lot of us buy a PC or a laptop, or maybe both or maybe in a family there are several of these; worse still whilst they’re re all working fine not a problem, but then you have problems with them. Perhaps you have a relation or friend, but they’re not qualified or completely sure or can’t look at it until next week or the following weekend?

We can provide a high quality service typically only available to businesses in the form of our qualified experienced engineers. A one off ad hoc fix or perhaps a review and health check of your IT stock? Perhaps you would like to be relieved of the worry and concerns around all these computers around your house just waiting to go wrong.

Maybe you would even care to take out insurance in the shape of a Home support contract which for a very reasonable no tie-in monthly payment could provide you with the comfort blanket of knowing you are under full IT support just like a big business.

As we offer the same contract and proactive cover and support that we provide to our business support customers we will constantly monitor and manage all aspects of your day to day computer usage, giving your computers a good housekeeping routine on a regular basis. Also, likewise we can offer further products such as business class backup routines and anti-virus software and a host of other products and services that you may need to keep that warm glowing feeling of being under support with us.

We will care for all your IT needs to stop life being a computer gamble, and provide that computer knowledge, help and advice that you can rely on and trust to be completely professional.

So if you need help now then contact us; or if you want to take the computer gamble out of everyday life then call to discuss how we can provide a leading, friendly and professional solution to this quandary.

shop window and Internet webpage - analogy

Whilst working with a website builder to have a new website built I have realized that a website serves the function of a shop window. This is perhaps nothing startlingly new in terms of a concept but the analogy is so strong with me, as I work on my new shiny website that I thought I had to share this concept.

40 years ago the high street represented the current internet, with all those glowing, interesting shop windows showing off their wares and beckoning you into the shop to peruse and perhaps purchase. Now we have the same as we surf the internet, all those Homepages enticing and beckoning you to purchase their goods or services and if not then at least to enjoy the front page.

So I have used this as my driver, the definition of my website Homepage as a shop front and all the various hyperlinks and sub-sets, products and services that are available to the surfing potential customer who cares to open the door and step inside.

I keep this thought close to my heart when I decide on how my website looks and feels and operates; hopefully this is what encourages people.

CRM Guide for Small Business

CRM Guide for Small Business

CRM stands for Customer Relationship Management and covers methods and technologies used by companies to manage their relationships with clients. In technology terms a CRM system usually refers to the software to help manage this process.

CRM systems vary massively in what they do but in simple terms they store current and historical information on existing (and sometimes potential) customers. Most CRM systems also enable information about those customers to be extracted and reported on in various ways. Additional features of more sophisticated CRM systems include:

1. Workflow automation – ensures the business follows a set of steps by automatically leading the users in one or more departments through proven and agreed processes.
2. Marketing - generate automatic personalized marketing based on the customer information stored in the system.
3. Product and service information - stores information about your products and services, and enable relationships between these and your customers to be set up to enable quotes, invoices, etc to be automated.
4. Sales force automation – the entire sales cycle can be automated, tracked and measured.

Unfortunately many SMEs rely on numerous spreadsheets and disparate pieces of software to help run their businesses and those that do have a true CRM system rarely maximise its use.
A well designed and fully utilised CRM system can transform a business by massively improving customer service and providing valuable insight into business performance.

So what should SME’s focus on when considering implementing a CRM system?

1. Make sure your business processes work There is no point in implementing a CRM system that reflects a bad process. Make sure that the way your business processes work is effective and then make the CRM system reflect or, if possible, improve on this.
2. Understand your real business goals and communicate them Make sure that when you implement a system you know exactly what you are trying to achieve in real business terms (E.g. Speed up the quotation cycle) and communicate these goals to staff and the CRM provider. Don’t implement technology for technology’s sake!
3. Focus on your customers Remember a CRM system should make things better for your customers, not worse. Sometimes internal issues take over and the result is a system that does nothing to help the customer. Improve the customer experience and the rewards will come back to the business.
4. Get “buy in” from your staff Most staff are very good at what they do and know what will and won’t work. Engage your staff so they can see how this will improve things and if they have concerns, don’t assume they are awkward and against change, they may have some great ideas.
5. Keep it simple Many CRM systems offer an incredible array of functionality but for most businesses this just serves to confuse. Don’t be taken in by wonderful looking systems with bells and whistles. Think about your business and what it needs, think about your customers and think about your staff. Keep it simple to maximise its effectiveness.

Where can a CRM system make a positive impact?
The most basic CRM system will contain all current and historical information about a customer enabling any member of staff to have instant access to what they need to provide and personal and knowledgeable experience for the customer. How many times have you been frustrated at having to repeat information to a company representative? Just this simple availability of information can speed up internal processes, improve customer perceptions and ultimately lead to increased business.
A web based CRM system (which we highly recommend) improves access to information which can aid with flexible working practices and can speed up service delivery. For example, compare a sales team that whilst out with customers are able to instantly access all the information required to produce a personal quote, which the customer can sign then and there, to a team that has to go back to the office to prepare and send the quote. The flexible and responsive team will save time and close more business.

By linking products to customers the system can automate quotes and invoices which saves time and reduces errors.

Finally, reporting can provide an invaluable insight into how you can improve your business. For example, you can determine the profile of the customers that are your most profitable, you can see which marketing source produces the most or best quality leads, you can see which staff deal with the most calls, and so on.

To summarise, if you don’t have a CRM system then you need one, if you do have one then check that you’re making the most of it.