Is your finance system quietly holding back the wider business?
13th October 2026
We’re incredibly proud to have won Bronze in the Best Business Change or Transformation category at the UK Customer Experience Awards 2026
But for us, the award represents something much bigger than a trophy.
Technology might be what we do, but people are at the heart of how we do it. Behind every ticket, every conversation and every piece of advice is a person who needs technology to work for them. And behind the support we provide is a team of people who genuinely care about getting that experience right.
Over the past year, we’ve taken a step back and looked honestly at that experience. We spoke to our customers. We listened to our people. We looked at what was working, what could work better and where we could make a meaningful difference.
That journey became Support Evolution, and ultimately led to our recognition at the UK Customer Experience Awards.
Looking outside the world of IT
We’ve been recognised within the technology industry before, and we’re incredibly proud of that. But this time, we wanted to look outside our own world.
Because if you only compare yourself with other IT companies, you’re likely to keep thinking like an IT company.
The UK Customer Experience Awards gave us the opportunity to stand alongside businesses from completely different industries and ask a much bigger question:
What does a genuinely great customer experience look like, regardless of what you sell or the service you provide?
That’s the standard we want to learn from.
Because ultimately, we don’t just want to be a great IT company. We want to be a great company to work with.
Great IT support is about more than technology
Resolving the issue matters. But behind every support request is someone trying to get back to doing their job.
As we grew, we recognised an opportunity to make that experience better. As we put it in our award entry, the challenge wasn’t capability, it was capacity.
So, we listened. To our customers, to our people and to what the experience was telling us. Then we made changes designed to do one thing: make it easier for our people to give great support and easier for our customers to get the help they need.
That also meant looking beyond whether a ticket was simply ‘closed’. We introduced Customer Effort Score (CES) to ask something much more human:
“How easy was it to get the support you needed?”
The difference is measurable. Since Support Evolution began, our CES has increased from 82.7% to 96.5%.
Employee-owned. Customer-focused.
As an employee-owned IT partner, Enhanced belongs to the people who turn up every day and make it what it is.
And we think that should be something our customers feel too.
Partnership isn’t a word we want to put on a website and leave there. It has to show up in the experience our customers have with us. In how well we listen. How much we care about the outcome. And whether we’re prepared to change when something could be better.
That’s why this award means so much to us.
It recognises the work of a team that was prepared to listen, reflect and evolve. Not because something was fundamentally broken, but because good enough isn’t where we want to stop.
“Technology is what we do, but people are why we do it. As an employee-owned IT partner, we all have a stake in the experience our customers have with us. This award is something we’re incredibly proud of, but it isn’t a finish line. We’ll keep listening, learning and evolving around what our customers need.”
Josie Weston, Head of Operations
Bronze is a milestone, not the finish line
Winning Bronze in our first year at the UK Customer Experience Awards is something we’re incredibly proud of.
But we don’t see Support Evolution as a project we’ve completed. The original programme was designed around continuous improvement, and that remains central to how we approach it.
Our customers’ needs will continue to change. Technology will continue to change. So we need to keep changing too.
We’ll keep listening. We’ll keep learning. And we’ll keep looking for ways to make technology easier, support more human and our partnerships stronger.
A huge thank you to our entire support team for embracing that mindset, and to every customer who has shared feedback, challenged us and helped us improve along the way.
We’re proud of how far we’ve come. But we’re much more interested in where we go next.
IT support should make things easier.
For your people. For your business. For you.
If yours doesn’t quite feel that way, let’s talk about what could be different.
Author
Josie Weston