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The development phase of the project began by bringing on-board a highly experienced user experience architect to help map the software development requirements. Over the following 18 months the chosen software developers worked closely with the FFB team to design and develop the FFB portal and customer relationship management system.

Whilst a priority was placed on developing a state-of-the-art system that was easy to use for both the client and the PAs, the most important factor was the recruitment of “Great PAs”. A first step was recruiting general manager Andy English, an experienced telecoms professional with extensive knowledge of the SME marketplace and a passion for delivering world-class customer service. Andy’s background also includes working as a Mortgage Broker. He is XXX accredited and has a great understanding of IFA’s and Mortgage Brokers.

Following extensive interviews, along with IQ and psychometric tests, the FFB team were able to identify candidates with the business and people skills to compare with the Martland Mill receptionist Sue Smith. In early 2013 Andy and Marie were delighted to recruit the first team of “Great PAs”.

Two years on, Face for Business boasts new modern offices, new telephony and a great team of PAs taking messages, transferring calls and helping clients improve the image of their businesses. Our customer-centric online portal has proved a great hit with clients, allowing 24/7 interaction with the service via any device, from anywhere in the world. From the outset our mission has been clear. We are a service led organisation and we always put the client first.

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