Avagio, Switched on IT support

Call: 01249 654 871

About Avagio

SMEs Get the Same as Large Companies

At Avagio we believe that small and medium size growing businesses should have access to the same quality of IT support and advice that larger organisations have become used to.

We’ve set out to provide the elusive combination of fast response, quality and engineering expertise – but crucially we underpin it with our core values of being a customer service led business.

The Focus is on the Users

Avagio are the human face of IT. We provide IT services focused on the user, not on the technology itself. IT is not just about PCs, databases, networks and email systems, it is about how people (employees, directors, associates) use these technologies on a day-to-day basis to make products or deliver services. Quicker, easier, better and cheaper than their competitors.

This philosophy governs how we:

  • Relate to our clients through all our communications with them
  • Implement new solutions and projects
  • Advise on new solutions and technology
  • Provide day-to-day support.

It is the individual who is at the heart of the Avagio offering and it governs the way we provide all our services.

Communication is the Key

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We believe that client communication is key to everything we do. When you phone, you speak directly to an engineer, rather than to a call centre, and whether it’s responding quickly to a password reset, keeping our clients updated on an ISP outage or giving impartial advice on the options around cloud computing, they are happy to help.

Managers and users like to know what’s going on and understand the timescales for any disruption, enabling them to plan their priorities and workload. When our clients phone for support they want to be listened to, by someone who will explain in layman’s terms the nature of the problem, understand the impact and frustration to the client and explain clearly the next steps they plan to take towards its resolution.

For this reason, we insist that all our staff must be personable, friendly and able to build strong relationships with all our clients from the shop floor to the CEO.

That is also why we have developed a robust ticketing communication and reporting process that makes it is easy for clients to see what is being done, by whom and when.

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Independent And Impartial Advice

We provide advice and solutions that are right for our client’s business and their current circumstances – not solutions and services that are in our interest.

Technology is only a means to an end and all advice must ultimately be justified against our client’s organisational goals, risk profile and priorities.

Class-Leading Response Time And Service Level Agreements

When users have problems it’s no surprise that they like them to be fixed – quickly!
This is why we’ve structured our service desk to triage support tickets in such a way that clients feel cared for.

We achieve this by:

  • Using a best of breed ticketing system - so we can see service priorities and measure and manage all our work across all our clients and engineers.
  • Building trust through automated client reports that show how we know the status of all tickets for each client and show how quickly we respond.
  • Proactively working on reducing the number of tickets raised by each client by following best practice processes and recommending relevant system improvements and upgrades.
  • Using best in class network monitoring tools to alert us immediately to system problems and reducing future problems by predicting system resource issues or errors.
  • Focusing on making network uptime the priority for all our clients. This is achieved through skilled and experienced engineers, change control process, thorough testing of new solutions, not recommending "bleeding edge" technology and formal network documentation.
  • The result is that many of our clients tell us they feel like they are our only customers.

Flexible and Easy To Do Business With

We are easy to do business with. We don’t have a one size fits all approach and do not insist that clients upgrade or replace equipment to meet strict criteria, as some do. We tailor our services to meet the needs and budgets of our clients. We are flexible and will change engagement models with our clients as necessary to support their changing business needs.

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Areas We Service

Based in Chippenham, but servicing many of the surrounding areas as well, we can guarantee you reliable and friendly IT support wherever and whenever.

Simply give us a call and our experienced IT support team will be on hand to resolve your IT issues.

Areas we cover:

Bristol
Bath
Swindon
Chippenham
Marlborough
Wiltshire
Malmesbury
Tetbury
Cirencester
Melksham
Chipping Sodbury

The Outcome For Our Clients

Ultimately, our people-focused service results in:

  • Making our client’s more confident and productive with the technology they use every day
  • Making our client’s businesses more competitive
  • Protecting our client’s IT systems from downtime, data loss, security breach and slow response times
  • Improved guidance – improving their IT decision making and maximising their ROI

It’s at the heart of the “Avagio difference” and what drives our team to provide superlative service.
We work hard so our services exceed your expectations.

We have established a number of key disciplines that underpin this aim.

1) Immediate Response – GUARANTEED

Our engineers answer our support lines live and guarantee to have an engineer working on resolving a critical problem within 10 minutes. Most other IT firms don't guarantee response times in writing and take an average of 4-6 hours to respond.

If you have 10 employees and a critical problem that stops them all from working and it takes your technician 4 hours to respond on average, you end up losing 40 hours. At £20/hour, this would cost you £800 on lost productivity alone and this doesn’t account for the time it may take them to resolve it. In addition this does not account for lost orders or impact on reputation of not being able to service your customers. Is that really acceptable to you?

2) Experienced Team

Our engineers are seasoned, qualified, professionals with years of real world experience. We have better trained and more experienced engineers than most IT firms. Many of their engineers are inexperienced or low skilled and this results in problems taking much longer than they should to resolve, issues reappearing or taking several attempts to fix.

Only one in ten of Avagio job applicants pass our technical exam and our engineers have an average of 10 years or more experience in IT support.If your system is down and you have 20 employees costing £20 per hour this costs you £400/hour for every hour your system is down. Worse still you could be paying for your engineer to learn on the job. We can prove that our average client experiences less than 2 hours of downtime TOTAL in an entire year.

3) Cost Efficient Solution

We will provide you with the most cost-effective solution to your problem. We understand the importance of keeping overheads and costs to a minimum.

That’s why we require that all of our engineers are trained to find the most cost-effective solution to your problem without sacrificing quality. We never charge clients for expensive upgrades, hardware, software and solutions that aren’t 100% necessary.

4) Compatible for All-Sized Project

We are big enough to handle any computer project, but still small enough to provide you with the individual attention you deserve. Our clients tell us, working with friendly, polite and good-humoured engineers is as important as the skills and responsive service they provide.

It is important that the people you and your users communicate with know who you are, understand your needs, listen and empathize with you. Having close relationships, means ALL your users will be as productive as possible and having happy staff will ultimately lead to happy clients.

5) Special Hours Work For Your Productivity

We schedule system upgrades and fixes after normal business hours to save you thousands of pounds in lost productivity. System upgrades, fixes, and installations can bring down your computer network for several hours. For your convenience, we’ll schedule our engineers to perform this work after hours so there is minimal interruption to your business activities.

6) CompTIA/Accredit IT Business Trustmark Awarded

We are the ONLY IT Support specialist in the South West, and only the 3rd in the country, to be awarded the highly regarded badge of excellence from CompTIA/Accredit. Most if not all IT support companies in the South West do not comply with ANY industry standard at all.

CompTIA/Accredit IT Business Trustmark status externally validates our policy to follow proven industry best practices. A standard for the IT support industry, focused on the SME market, it means we’ve demonstrated that we have well-trained engineers, a track record of first-class customer service performance, relevant and robust processes and procedures, and consistently excellent service delivery.

7) No-Risk, 100% Money Back Guarantee.

We are the only IT support company in the West that offers a no-risk, 100% money back guarantee.

Sign up with us to put an end to your most challenging computer problems. If after three months you are not delighted with our engineers or the work we do, you can cancel your service agreement with us and we will refund your fees in full. No other IT support company will stand behind their work the way we do.