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Double success for Union Street

Billing specialist recognised for customer service excellence

Union Street Technologies, a provider of billing, provisioning and customer management solutions to resellers in the communications, data and IT sectors, has joined household names such as John Lewis & Partners, Amazon and Laithwaite’s Wine in winning an award at the UK Customer Satisfaction Awards organised by The Institute of Customer Service.

It won the Customer Focus category, which was judged on a variety of factors including how Union Street’s customer focus strategy was implemented, its beneficial outcomes and how both employees and customers have engaged with it.

Union Street’s success in the awards follows its attainment of ServiceMark Acceditation by The Institute of Customer Service, in recognition of its commitment to the highest standards of customer service, barely a year after joining The Institute in March 2019.

The Institute conducted an extensive survey of Union Street’s customer base and employees to gauge customer satisfaction levels and employee engagement with the company’s customer service values.

As well as assessing activities and processes that impact the customer experience, the accreditation process examined other elements of Union Street’s operations, including the quality of its products, the Union Street service portal, complaints handling processes and channels of communication.

(left to right) James Wilson, Operations
Manager; Tracey Chessell, Customer
Experience Manager; Robert Bristow,
Operations Director; and Sue Hopson,
Client Relationship Director for the
Institute of Customer Service.

Union Street Operations Director Robert Bristow said: “By gaining the ServiceMark, our customers can be assured that the trust they’ve shown in choosing Union Street is well placed and that their billing operations will be supported with the highest standards of quality and professionalism. Our teams put huge effort into delivering excellent customer service, so to have their hard work objectively recognised by the country’s leading authority on customer service is a massive boost to morale. The positive results achieved in the customer survey was a particular highlight of the process as it’s always encouraging to hear that the work we’re doing is appreciated by our customers.”

Commenting on Union Street’s success at the UK Customer Satisfaction Awards, Head of Sales and Marketing Vincent Disneur said: “We’re very honoured to have won this award, especially given the high calibre of entrants from across the UK. To have our efforts recognised in such spectacular fashion is extremely rewarding, but we won’t be resting on our laurels. We have a number of new initiatives planned for the coming months that will enhance our service still further.”

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