Customer Charter

Our Commitment to you

At ConnXess, we are dedicated to delivering high-quality business support that helps you save time and focus on growing your business. Driven by our core values of Care, Reliability, Diligence, Expertise, and Collaboration. These principles guide every aspect of our service delivery. This charter outlines our commitments to you and our expectations of you that enable a solid relationship to grow and for you to see the greatest impact on your business when committing to contracting our services.

1. Care

We put the success of your business at the front. You can expect us to:

  • Actively listen to understand your needs, priorities, and challenges, ensuring that our services are tailored to your specific goals.
  • Check in regularly, proactively identifying areas where we can provide additional value or support.
  • Offer a personalised approach for every project, ensuring that we take the time to understand not just your business, but also the way you prefer to work.

 

2. Reliability

Dependability is at the core of our service. We will:

  • Adhere to all agreed-upon deadlines and proactively communicate if any issues arise that may impact timing.
  • Respond within 24 hours to all communication during business hours, ensuring you are never left wondering about the status of your project.
  • Protecting your sensitive data in compliance with data protection regulations (such as GDPR), ensuring that all information is securely stored and used only for its intended purpose. We use secure systems to safeguard your business information and never share data without your explicit consent.

 

3. Diligence

We do not cut corners. We commit to:

  • Taking a thorough, meticulous approach to every task, ensuring accuracy and precision in our work.
  • Double-checking completed tasks for quality and providing detailed reports or summaries, so you are fully informed about what has been done.
  • Continuously improving processes to help you work more efficiently, including offering suggestions for tools or methods that could enhance your workflow.

 

4. Expertise

You are partnering with experts. We will:

  • Bring over 25 years of experience in business operations and support to deliver solutions that work best for you, based on proven strategies.
  • Stay up-to-date with the latest industry tools and trends, ensuring that your business remains competitive with the best technology and practices.
  • Offer you insightful recommendations based on our expertise, from optimising workflows to selecting the right tools for automation or communication.

 

5. Collaboration

We believe in working closely with you for the best results. You can expect us to:

  • Schedule regular check-ins (weekly, biweekly, or monthly as needed) to discuss project progress and ensure alignment on your priorities.
  • Provide a shared workspace or project management tool to allow easy access to files, updates, and deadlines.
  • Be open to feedback and adjust our approach as necessary to ensure we are fully aligned with your vision and expectations.

What We Expect from You

To ensure we deliver the best service possible, we ask you to meet the following commitments:

1. Timely Communication

  • Please respond to requests for information, approvals, and feedback within 48 hours. This ensures we can stay on track and meet deadlines.
  • Let us know as soon as possible if there are any changes to project goals, timelines, or priorities. This helps us adjust efficiently.

 

2. Clear Briefing and Instructions

  • Provide us with detailed instructions for tasks, including key objectives, preferred formats, and deadlines, so we can meet your exact expectations.
  • If any specifications change during the project, update us immediately to avoid any misalignment.

 

3. Availability for Reviews and Feedback

  • Be available for scheduled review sessions or status updates to ensure that we are consistently meeting your needs.
  • Provide constructive feedback promptly so we can make necessary adjustments and deliver the best results.

4. Prompt Payment

  • Settle invoices within the agreed timeframe as per our Terms and Conditions, as this helps us maintain a smooth workflow and focus on delivering value to your business.
  • If there are any concerns regarding billing, please raise them immediately so they can be addressed.

 

5. Respect and Professionalism

  • Treat our team with the same respect and professionalism that you expect from us.
  • Understand that we may need some flexibility during unforeseen challenges, and trust that we will communicate openly and work diligently to resolve them.

 

6. Confidentiality

  • Just as we safeguard your sensitive information, we ask that you treat our strategies, processes, and communication with the same level of confidentiality.

7. Provide Necessary Resources

  • Ensure that we have access to any systems, platforms, or files required to complete tasks in a timely manner.
  • Let us know as soon as possible if any access issues arise or additional resources are needed.