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Managed and Professional Services

Faster fixes, happier clients with BCN’s Rapid Response Team

01 Aug 2025

3 min read

At BCN, we’re always looking for ways to improve the experience of clients. That’s why we’ve launched a new Rapid Response Team. This is a dedicated frontline support group focused on fixing issues first time, reducing wait times, and delivering a smoother, faster service from the moment a client picks up the phone.

Since launching in January, the team has fielded thousands of calls and resolved 50% of client issues on the spot during that first call.

As part of our continuous improvement, this first-time fix approach get clients back up and running faster and helps take the pressure off our specialist managed service teams, giving them more time to focus on proactively building client success. The Rapid Response Team has already helped improve service consistency, and reinforces our commitment to smarter, more responsive IT support.

Expert view

The Rapid Response Team is a brilliant example of our ongoing investment in service excellence. We’re putting clients first – making sure every call is handled quickly, knowledgeably and with the urgency our clients expect. And this is just the start. We’re committed to continually improving how we deliver support, and the Rapid Response Team is leading the charge.

Mike Sanderson, Chief Operating Officer at BCN

What the Rapid Response Team does

The team’s job is to manage all incoming calls to BCN’s technical support line. That means:

  • Accurately logging support tickets
  • Seamlessly transferring calls to the right technical teams
  • Resolving issues directly where possible, during the initial call

With a strong and growing team – the Rapid Response Team is showcasing what excellent IT support looks like at BCN.

What our clients are saying

The feedback from clients has been overwhelmingly positive so far, with hundreds of messages praising the quality, speed and friendliness of the team’s support.

“I like the new service of being placed straight through to a technician. Definitely an excellent service.”

“The new upgrade to the service is great – thanks for the immediate support”

“Amazing support. Really quick response and fix. Very knowledgeable and easy to talk to. Thanks so much!”

Just one part of our ongoing commitment

The Rapid Response Team is part of a broader programme of service improvement at BCN. From faster fixes to more proactive support, we’re investing in the tools, people and processes that make a real difference to our clients, every day.

At BCN, great IT support is about making things simple, seamless and sorted, first time. 

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