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ISL Group: Delivering service excellence

ISL Group is a leading independent supplier of multifunctional printers, managed print services and fully managed IT services. It also offers in excess of 36,000 stationery products via its office supplies business division

Headquartered in London’s rapidly expanding Thames Gateway, ISL has a network of service centres across the UK and serves both corporate and SME customers nationwide. The company is fully accredited to ISO 9001, ISO 14001 and OHSAS 1800 and is working towards completion of ISO-2700.

ISL’s focus is on delivering best of breed and cost-efficient solutions for its clients; services include bespoke connectivity and print cost analysis as well as innovative print audits. The company offers a range of financial packages from direct purchase to flexible rental plans, which can be tailored to meet customers’ individual needs.

An independent provider
ISL is committed to delivering the very best solution for its customers’ individual needs. The company has partnered with a number of leading manufacturers to provide the very latest cutting-edge technologies. As a trusted partner, ISL has been named a Sharp Centre of Excellence, is a Ricoh Gold Service Partner, Kyocera Accredited Service Partner and Lexmark BSD Diamond Partner and Approved Lexmark Service Partner.

At its core is delivering service excellence, and the company has invested heavily in building a dedicated specialist team across three integrated departments: hardware installation and support, document software solutions support, and IT helpdesk.

ISL’s dedicated team operating out of offices in Central London, Essex, Birmingham and Newark, provide industry-leading service to its customer base, in many instances delivering bespoke service contracts that include 24/7/365 support. Its 18-strong team of service engineers are supported in the field by office-based admin staff who manage call control, job allocation, billing, toner despatch and parts ordering, to ensure a fast and efficient response to customer callouts, near to 100% first-time fix rates, and high levels of customer satisfaction.

A fresh approach
ISL has adopted a fresh approach to service – rather than adopt the traditional break-fix model, the company conducts preventative maintenance checks. This means that potential problems are picked up and remedied before the customer experiences any issues with their devices, ensuring maximum uptime and minimal disruption to day to day operations.

On average, each engineer completes three preventative maintenance checks per day compared to less than half a breakdown call per day. Across all regions, ISL’s breakdown response is consistently under three hours 36 minutes, beating the industry-standard four-hour response time and it continues to improve on this year on year.

Investing in people
ISL believes in investing in its people and in nurturing talent. To this end, in 2020, it employed a further two new apprentices on the Government Apprenticeship Program. New apprentices joining the firm work closely with and train with the previous year’s intake.

The business is built on an open collaborative approach with a culture centred around the basis that: ‘as a team we are stronger together’. The directors encourage the sharing of new ideas, new systems, new technologies and new equipment – to improve both client-facing and internal efficiencies, and are committed to developing the business’ people into professionals admired and sought by many.0870 609 3605

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