Team Spotlight
Tony Smith, Order Hub Department Manager
Tony joined SCG in 2004, during our Ecocall days. Expertly managing the company’s transition from WLR2 to WLR3 services, Tony proved his capability to lead projects and people, quickly moving through the ranks from Team Leader to Department Manager.
What is your go to product? It was WLR now FTTP/SOGEA
Interesting Fact? I was the first person to win Employee of the month and then first person to win it twice. I was also Johnson & Johnson Baby of the year runner up in 1976
Hobbies/Interests: Football – playing over 50s, coaching a Saturday men’s team and watching Chelsea.
What is your SCG Superpower? Always willing to help colleagues resolve queries with as much detail as possible on anything Order Hub.
Why do you like working in Customer Experience? I enjoy resolving issues with suppliers quickly when orders are going slightly awry.
What’s working for your customers? Provide & Cease orders – orders where we are replacing legacy products with new service and ceasing the legacy product once new product meaning no extended overlap of billing.
Case Study Of The Month
Sir John Moore Foundation
The Sir John Moore Foundation is a Leicestershire-based charity responsible for a historic Grade I listed building designed by Sir Christopher Wren. Alongside preserving its heritage, the Foundation delivers modern education and community services, requiring reliable, secure IT to support its future.
Due to an ageing IT infrastructure and lack of centralised security management, the team were facing multiple challenges:
- Inconsistent user experience across all sites, impacting performance and reliability
- A reduction in threat detection, heightening exposure to risk
- No visibility or control across the fleet of devices, reducing operational efficiency and limiting scalability
The Solution
SCG teamed up with the organisation to modernise its IT environment, creating a tech foundation that’s more reliable, secure, and efficient, all while respecting the unique needs of a heritage site. With a mix of managed services, infrastructure upgrades, and better security measures, staff now enjoy a smooth digital experience and feel more confident using technology in their day-to-day work.
Key outcomes:
- Delivered a fully managed IT service and Microsoft 365 support, providing a reliable and consistent technology platform for staff.
- Modernised the network, cloud environment, and end-user devices to improve performance, connectivity, and user experience.
- Strengthened cyber security with Multi-Factor Authentication (MFA), endpoint protection, and proactive monitoring to reduce risk and enhance resilience.
- Introduced a centralised management approach, giving greater visibility of users, devices, and security services across the organisation.
- Simplified IT management through proactive support, enabling issues to be identified and resolved more efficiently.
- Maintained the site’s unique heritage requirements while delivering modern, future-ready technology solutions.
This resulted in a more secure, resilient, and efficient IT environment, improving the experience for both staff and visitors alike.
Operational Update
Technical Services & Service Delivery Update | Nathan Shraga
As we move through the final quarter of the year, I wanted to take a moment to share some positive news and highlight the progress being made across both our Technical Services and Service Delivery teams. Whilst there is always more to do, we must recognise the improvements we’ve achieved together over the last few months.
Technical Services:
The headline figures speak for themselves:
- 35.9% faster average resolution times from May to September
- 67.8% improvement in Urgent (L1) case resolution performance
- 1,437 tickets resolved in September, whilst also achieving the fastest average resolution time of the reporting period
Looking back to May, we were missing SLA targets across multiple priority levels. By July, every SLA category was being achieved, with strong performance continuing through August and September. Most importantly, these improvements have been delivered whilst maintaining high ticket volumes and continuing to support our customers and partners through increasingly complex requirements.
This is a reflection of the hard work across the Technical Services team and the focus placed on ownership, accountability and continuous improvement.
Service Delivery:
Alongside the improvements within Technical Services, we’ve also been focusing on improving the customer experience from the very start of every order through to successful completion.
Recent initiatives include:
- Increased outbound customer communications
- A “call before email” approach wherever appropriate
- Kick-off calls and pre-order validation checks
- Customer close-off calls to confirm services are live and working as expected
- Greater proactive engagement throughout the delivery journey
As a result, we’re seeing approximately 20% more customer interactions by phone, helping us answer questions faster, reduce uncertainty and improve the overall experience for our customers and partners.
Our focus remains simple: Customer First. Process Second.
Processes are important, but they should support the customer experience, not get in the way of it.
Contacting the Team:
A quick reminder that using the correct contact route helps us get your query to the right team faster and maintain the service levels we’re working hard to achieve. As always, we’re here to help. Just make sure you’re using the appropriate contact channel so we can get things moving as quickly as possible.
And finally, thank you.
Thank you to our teams, partners and customers for your continued support, feedback and patience as we continue to improve our services. We’re proud of the progress made so far, but we’re not stopping here. We’ll continue challenging ourselves to improve further, strengthen the customer experience and deliver even better outcomes in the months ahead.
And for those wondering… no, we’re still not quite at the stage of resolving tickets before they’re raised. That’s next year’s project. 😉
Thank you for your continued support.
Nathan Shraga | Operations Director
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