The challenge
With extensive experience of working for prestigious companies, blue-chip IT support specialists Totality Services’ senior management places heavy emphasis on customer satisfaction.
The IT support industry in London is brutally competitive, which makes high search rankings and SEO optimisation a necessity.
To maximise competitive advantage, Totality Services wanted to use the testimony of clients so it could stand out far more prominently for the excellence of its services with genuine feedback that can be used across all marketing channels and help boost SEO rankings.
“It’s massively important to us that we stand out from the competition and Feefo ticks all the boxes. Nothing is as convincing as the recommendation of a fellow customer we trust. Such high Feefo review ratings are proof of the consistency of what we do for every one of our clients. Using Feefo is one of the best things we have done.”
Luis Navarro
Co-Founder and Sales Director
The solution
Totality Services began using the Trustpilot reviews platform, but found it wasn’t able to integrate with the ticketing system for clients’ service requests – a vital requirement.
A decision was then taken to adopt Feefo because of how easy it was to integrate seamlessly with Totality Services’ existing tech stack. It also helped that the Feefo brand was very well-known from TV advertising, increasing the likelihood of response rates and more client feedback coming into the Totality Services team.
At the conclusion of each assignment, the Feefo platform automatically sends an email to the client, requesting a review of the engineer who dealt with their request.
This leaves Totality Services staff free to concentrate on what they are good at – helping clients!
“Trustpilot did not have the ability to integrate with our ticketing system, and for us that was a fundamental requirement. Feefo was just so easy to implement and customise, and it comes with a high degree of automation. Feefo’s overall package and capabilities proved to be the deciding factor for us.”
Luis Navarro
Co-Founder and Sales Director
The results
Since integrating the Feefo platform, Totality Services’ revenues have increased by a remarkable 25% over the financial year, with the conversion rate from website visitors climbing to meet the target of 50%.
The company has collected more than 600 reviews at an average star rating of 4.9 out of five, earning it a Feefo Gold Trusted Service Award in 2019. This stellar performance is highlighted on the company website and across all channels, broadcasting the company’s excellence to multiple audiences.
High Feefo ratings and the Gold award have also boosted Totality Services’ position in online searches, which is essential when so much business comes through Google.
“Now we are ranking higher in searches and generating more leads. We are growing our revenues largely because Feefo is so brilliant at using the voices of our customers to let London know about the quality and expertise we provide.”
Luis Navarro
Co-Founder and Sales Director
Totality Services has seen such fast results from its Feefo implementation it is looking forward to more reviews and further growth, building on its Gold Trusted Service Award status and looking to further improve its reputation and customer experience.
