Galaxy Backbone Pledges Better Service Delivery, Wider Digital Solutions

Galaxy Backbone Limited has pledged to improve customer service delivery, strengthen customer engagement, and expand the adoption of digital solutions to support Nigeria’s digital transformation agenda.

The managing director and chief executive officer of Galaxy Backbone, Prof. Ibrahim Adeyanju, gave the assurance during the organisation’s Customer Service Week celebration, urging customers and partners to provide regular feedback to help identify service gaps and improve performance.

Adeyanju said the annual celebration provided an opportunity for the company to interact directly with customers, appreciate their contributions and identify areas requiring improvement.

He acknowledged that despite the progress made in delivering digital services, there was still room for improvement, stressing that customers’ complaints, suggestions and recommendations remained essential to enhancing service quality.

The Galaxy Backbone chief executive encouraged customers to report service challenges via the organisation’s service desk email addresses, telephone lines, WhatsApp groups, and designated customer service managers to ensure timely resolution of complaints.

He explained that prompt reporting and escalation of issues would enable the company to respond more efficiently, particularly when multiple service requests were being handled simultaneously.

According to him, some service challenges can be resolved through simple operational adjustments, making it necessary for staff to take ownership of complaints and respond promptly. He assured customers that the organisation would continue to improve its services and deliver a better customer experience.

The celebration also provided an opportunity for Galaxy Backbone to reaffirm its commitment to supporting the Federal Government’s digital transformation initiatives, particularly the transition from paper-based processes to digital workflows.

The organisation said its digital infrastructure and platforms were helping government institutions improve operational efficiency, promote transparency and reduce the costs associated with paper-based administration.

It identified connectivity, data centre, cloud, cybersecurity and capacity-building services as key components of its contribution to Nigeria’s digital ecosystem.

Adeyanju said customer centricity remained one of the organisation’s core values, noting that technology and digital infrastructure could only be meaningful when they addressed real challenges and delivered value to users.

He added that the company remained committed to developing solutions that would enable ministries, departments and agencies, as well as private-sector organisations, to achieve their objectives.

The managing director said feedback from customers had helped the organisation identify areas for improvement and strengthen service delivery over the years.

He also urged employees to demonstrate professionalism, empathy and accountability in their dealings with customers, emphasising that exceptional service often required staff to go the extra mile to resolve complaints.

The company used the event to explain its renewed brand identity and restate its ambition to become a leading enabler of digital transformation and inclusive economic prosperity in Nigeria.

A presentation on the rebranding highlighted the organisation’s focus on reliability, innovation, security, accountability and customer-focused service delivery.

Galaxy Backbone traced its development from internet connectivity services in 2006 to data centre services in 2011 and a broader focus on digital transformation in 2020.

The company said it would continue to strengthen Nigeria’s national digital infrastructure, protect critical data and provide reliable services to government institutions and other customers.

It also reaffirmed its commitment to building stronger partnerships with customers as the country advances its digital transformation agenda.

The Customer Service Week celebration brought together customers, partners, management staff, and other stakeholders to review the organisation’s performance and discuss strategies to improve service delivery.