Navigating a stronger partnership. Your feedback.
James Hunnybourne, CRO Ultima
Ultima has maintained a solid foundation of customer relationships over the years, largely due to our consistent efforts in delivering quality services. Our goal, however, is not just to maintain this but to ensure we are continuously aligning our expertise with your evolving needs.
Our recent 'Voice of the Customer' survey was a first step to better understanding your experience with Ultima to date. Thank you to those of you who took the time to provide feedback.
From the results:
Over 90% of respondents rated their experience with our account management positively.
An equal percentage would consider recommending our technology support to colleagues and other businesses.
Interestingly, there's a shift of priority from the historical No.1 spot of Security more towards Cloud and Datacentre solutions, with security, licensing and software management close behind. These trends align with a recent Gartner report and the discussions we've had with many of you.
It is clear that there is an increasing requirement to ensure you are making the most out your existing technology solutions and your need for qualified consultative help has never been higher.
Skill retention and obtaining the right resources is getting harder than ever before and our support in this area is more important than ever.
The feedback received affirmed Ultima's core strengths in professionalism, reliability, and expertise. However, it also pointed out areas where more information or improved services are sought, particularly around a perceived lack of knowledge on the full offering Ultima can provide across Cloud, Security, and Digital workspace.
To address this:
- We're introducing the Executive Sponsorship program, aimed at facilitating more direct conversations about your needs and our services.
- Our Account Management and Specialist teams are working on ways to provide clearer, more relevant information to support your decision-making processes.
- We've launched the INTERACT platform, streamlining your access to immediate IT procurement.
- To address your need to make the most of your solutions we will continue to invest in the areas of Customer Success Management, Professional Services and flexible management and resource based solutions.
Your feedback is both critical and timely as it serves as valuable input for our strategic planning. It's helping us refine our future roadmap of service offerings, vendor partnerships, and overall investments and direction to better meet your needs now and in the future. Your voice is integral to our progress, and we're committed to responding effectively to the areas that are important to the resilience and reputational health of your organisation.