Techbuyer delivers exceptional customer service to over 10,000 customers worldwide
Techbuyer
Category
Excellence in Service Award
Entry Description
Who is Techbuyer?
Techbuyer helps businesses maximise their IT budgets by supplying cost-effective new and quality refurbished servers, storage, memory and networking equipment from over 150 brands including HPE, Dell, IBM and Cisco. Not only do we sell a large range of enterprise IT hardware, we also buy redundant IT parts and turn them into high quality refurbished IT equipment.

Techbuyer has worked with over ten thousand public and private sector organisations including schools, councils, universities, NHS trusts and banks across more than 100 countries. We have over 225,000 IT parts stocked in our warehouses across Europe, the USA and Asia Pacific. Thanks to our great choice of new or high quality refurbished IT equipment and exceptional level of customer service, we are the first choice for thousands of organisations worldwide.

Going Above and Beyond
The Techbuyer team often go above and beyond to provide exceptional customer service. One weekend, when a customer called late on a Friday requiring a tape drive as soon as possible, Marcus, a Techbuyer account manager, drove 200 miles to London, got a flight from Gatwick to Copenhagen and then onto another flight from Copenhagen to Aalborg to drop off the drive. He stayed for two hours and took the same gruelling journey back. This is just one of many examples where Techbuyer sales executives go above and beyond to make customers happy.

Here is what Ben, a Techbuyer customer had to say about Techbuyer. “Big shout out to Max who has been very attentive to our needs (and going above and beyond!), even after being barraged with questions and changes as we have discussed our setup. Prices are great and the staff are very friendly and quick to respond to queries, also very good at keeping us up to date on what is happening with our purchases!”

Exceptional Problem Solving
As with any company, not everything runs smoothly 100% of the time. Techbuyer Sales Director, Josh Kidd says, “In the rare occasion that a customer has a problem, our team know that it becomes a top priority to fix as quickly as possible, no matter what the cost. Our customer service team are educated to spot a potential issue before it even becomes a problem. And of course, our team always treat customers how they would like to be treated”.

At Techbuyer, the customer service team actively identify problems before they occur. One example of this is that every customer who buys a component such as memory from our website is given a quick call before the order is dispatched to confirm compatibility with their system. This has prevented numerous compatibility issues over the years.

Here is what one happy customer had to say about our service, “I ordered some RAM and had a phone call from Techbuyer to confirm if it was the one I needed. It turns out it wasn’t, and they helped me find the right one for me. I also got a refund for the wrong product very quickly. Excellent customer service.” – Kamran, Techbuyer customer.

Customer service intertwined into Techbuyer’s DNA
Every Techbuyer employee is encouraged to “be the best you can be”. Every employee and department know how they can create an exceptional customer experience. From the server technicians who are highly trained to ensure the products are top quality, to the IT team who are trained to support their colleagues with technical projects. The sales team are very knowledgeable about the products and industry, and the customer service team keep customers informed every step of the way. While HR believes if you keep your employees happy, they will keep the customers happy. Techbuyer’s leadership team put a lot of effort into instilling this ethos into the global team. In the Techbuyer internal newsletter, cases of exceptional customer service are regularly shared with the rest of the company to gain universal support from the entire workforce.

Quality Products and Services
At Techbuyer, we are renowned for our quality refurbished IT hardware, especially our servers. Compared to others who offer a similar product, our hardware excels in quality since we conduct a thorough 25-point recertification process to ensure every server and component that we refurbish is performing to its maximum capabilities. Techbuyer includes a three-year warranty on all new and quality refurbished hardware which is the same as the OEM. Highly trained server technicians configure all components into servers and fully test the server free of charge. This means servers arrive in a ready to deploy condition saving customers time and hassle.

With our huge network of global suppliers, Techbuyer can also offer significant cost-advantages when customers choose a refurbished option. For example, one customer recently bought an HP ProLiant DL380, additional hard drives, memory, power supply kit and smart array which were all tested in-house and came with a Techbuyer three-year warranty for peace of mind. At €2436, the solution represented around a 65% saving compared to the new price of €7097.

Measuring success of our customer commitment
We measure the success of our customer commitment in several ways. 94% of our customers come back time and time again, while our RMA rate is lower than the OEMs. We encourage customers to provide feedback on external reviews sites which have resulted in over 99% of our customer reviews being 5-star from over 700 online reviews.
Of course, growing sales signify customer happiness, and we have been honoured with a number of awards which recognise our significant growth such as the Sunday Times International Track 200 which named Techbuyer the 102nd fastest growing company by international sales in the UK and the top 10 in Yorkshire.
Supporting Documents