Customer Experience

Redefining Customer Value and the Journey

At FLAG, we are redefining what it means to deliver exceptional customer experience. Our innovative Customer Experience strategy focuses on improving the customer journey, ensuring that every interaction maximises value and satisfaction. By understanding and anticipating our customers’ needs, we aim to create seamless, rewarding experiences that set us apart in the industry.

Our New Customer Experience Programme

Our new strategy is built around Customer Experience and Customer Success Management principles, with the following key objectives:

Value Driven

Understanding the customer journey and delivering value efficiently and seamlessly.

Service Mindset

A dynamic perspective from the customer’s point of view, to enhance the experience through collaboration when doing business with FLAG.

Engagement

Building long-term relationships and promoting a harmonious customer journey at every step.

Levels of Support

Understanding that each customer’s journey is unique, FLAG has established a tiered structure to provide tailored levels of support.

Pearl

A Dedicated Customer Experience Manager focused on providing the best customer experience.

Coral

For those customers who need occasional specialist support for a specific requirement, they will be directed to FLAG’s Customer Success Management Team who will take ownership of the case until a solution or response is given to their satisfaction with FLAG.

Aqua

FLAG’s standard Customer Experience includes Account Management, Service Delivery Management, 24×7 Service Assurance Support (Service Desk) and access to the FLAG Self-serve portal.

Tailored to Provide Unique Experiences

Each Level of Support aims to help FLAG customers achieve their desired outcomes by understanding what they value.

The Pearl Level is the most encompassing, and customised for:

1 Customers with high-capacity and a high-volume of services

2 Customers who have agreed to embark on a long-term journey with FLAG

Each Level has been thought to ensure a modern and world-class customer experience. The Coral Level aims to support customers when they need someone to help them resolve a specific requirement. The Aqua Level ensures that all customers are supported through the most important steps in their journey with FLAG.

Experience the FLAG Difference

Our customer-centric approach ensures that every interaction is focused on maximising value and satisfaction. We strive to understand and anticipate our customers’ needs, providing personalised support and proactive solutions.

Join the ranks of leading businesses that rely on FLAG for their critical connectivity needs. Enjoy our Customer Experience programme and discover how we can help your business achieve unprecedented outcomes and add greater value.

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