RTG
“It’s not like dealing with an IT giant and sending a job ticket into a kind of black hole in the hope that it might one day be answered.”
Russell Fage, Business Manager, RTG Rail Services

“We began by asking Zen to provide IT support and PC support across the whole of RTG’s business,” explains Russell Fage of RTG Rail Services, a specialist training company for the rail industry. “The IT and desktop support included looking after the network and server, but over time we’ve added support for fibre broadband and telephony, substantially because of the quality of service they offer.”

What they’re offering is not unique – there are plenty of other IT companies out there able to support the same products or services – but their USP is in the quality of their customer service.”

RTG values the experience because it feels Zen’s people are attentive and swift to react to issues, “You feel confident that will be the case partly because they are not a huge business so you know them and you have a direct contact,” Russell believes.

“It’s not like dealing with an IT or telecoms giant and sending a job ticket into a kind of black hole in the hope that it might one day be answered,” he wryly observes. “The difference with Zen is that there is an emotional attachment to the business and to client service – it’s personal.”

RTG recognises that providing such a personal service is hard to maintain – particularly as companies grow – but Zen has proved that it is aware of the value it offers and lives up to it. They work with RTG to develop policies, methods of working and service standards which maintain the unique relationship they have nurtured and give confidence to supplier and customer.

That unique relationship has more to it than customer-supplier shared interest: “I think there are some similarities between us and Zen both in size and scale of business but also ethically,” he says, “We’re personal and not too corporate, we’re also a growing businesses and appreciate the extra support on the way.”

Solution technical details

Cisco Meraki

3CX

VDC – Virtual Servers

Managed Wifi

Connectivity

SIP Trunks

1st Line Support

RTG
“It’s not like dealing with an IT giant and sending a job ticket into a kind of black hole in the hope that it might one day be answered.”
Russell Fage, Business Manager, RTG Rail Services

“We began by asking Zen to provide IT support and PC support across the whole of RTG’s business.” explains Russell Fage, RTG Rail Services, a specialist training company for the rail industry. “The IT and desktop support included looking after the network and server, but overtime we’ve added support for fibre broadband and
telephony, substantially because of the quality of service they offer.”

“What they’re offering is not unique – there are plenty of other IT companies out there able to support the same products or services – but their USP is in the quality of their customer service.”

RTG value the experience because they feel Zen are attentive and swift to react to issues, “You feel confident that will be the case partly because they are not a huge business so you know them and you have a direct contact,” Russell believes.

“It’s not like dealing with an IT or telecoms giant and sending a job ticket into a kind of black hole in the hope that it might at one day be answered.” he wryly observes, “The difference with Zen is that there is an emotional attachment to the business and to client service – it’s personal.”

RTG recognise that providing such a personal service is hard to maintain – particularly as companies grow – but Zen has proved that it is aware of the value it offers and lives up to it. They work with RTG to develop policies, methods of working and service standards which maintain the unique relationship they have nurtured and give confidence to supplier and customer.

That unique relationship has more to it than customer-supplier shared interest: “I think there are some similarities between us and Zen both in size and scale of business but also ethically,” he says, “We’re personal and not too corporate, we’re also a growing businesses and appreciate the extra support on the way.”

 

Solution technical details

Cisco Meraki

3CX

VDC – Virtual Servers

Managed Wifi

Connectivity

SIP Trunks

1st Line Support