I need to understand

Tom ran his own web design company, and he offered all his customers an after service too, from problems with the Internet, gaining better web access or setting up your own page as a browser option.

The Internet services side of the business was the busiest everyday people were phoning up with problems, although Tom didn't charge for the service there was a slight extra cost to the phone call you weren't charged at your normal local rate, to begin with this wasn't the case but the busier he got the more staff he had to employ to deal with all the queries so he couldn't afford to that unless he charged a nominal fee.

He also offered to larger companies this facility on its own without you having to have your web design created by them, with this service the company would pay a yearly fee but in return would received 24hr cover and at no time would you be routed to a call centre in a different country all calls were dealt with by English speaking people who lived in the UK, this was another way Tom found of keeping his customers happy but he also managed to keep his costs down by employing some of his staff to work from home, this meant less office space so less outgoings, and the employees covered the cost of the Internet as well, those employed on a work at home basic received a package with software to gain web access to Tom's server and also tools for their Browser so if needed they could access the clients computer remotely.

In each area of the country Tom had team leaders who would go round to the employees home and train them on how to use the browser and get the web access when needed to the server, this system worked very well and Tom's company was going from strength to strength. Initially at the beginning Tom had had to advertise the company but now they found they were getting enough business from either word of mouth or from the Internet search engine as they had made it to page one they were that popular. Tom's business was a thriving success he couldn't ask for more.