| Our remote support is better because: |
|
|
|
|
 |
With our tools, procedures, and documentation, we can do more integration and support without coming on site. This equates to quicker response, convenience, cost savings, and more efficient use of your staff. |
|
|
|
|
|
We maintain documentation regarding your configuration all the time, not just when a technician gets around to it. This allows us to provide better remote support to you over the phone. |
|
|
|
|
|
Our technicians are more available than the competition’s technicians |
|
|
|
|
| |
|
 |
Real person answers the phone 24x7x365 |
|
|
|
|
| |
|
|
Senior Techs respond 24x7x365 |
| |
|
|
|
| Our help desk is better because: |
|
|
|
|
|
We have a senior tech take the call. There is no escalation procedure at our help desk because you start out working with a senior tech. We do this because we recognize that the point of entry of the call is the most important determiner of the success of the call. |
|
|
|
|
|
We have no voice mail. You will talk to real people exclusively. There is always a qualified person available to take your call 24x7. |
| |
|
|
|
| Our on-site support is better because: |
|
|
|
|
|
We communicate expectations for the visit ahead of time.
We prepare for each site visit to set-up a technician for success. |
|
|
|
|
| |
|
|
We use discovery tools on the first visit to collect configuration information. |
|
|
|
|
| |
|
|
We make sure the technician has the time, the tools, and the training to do the job right before he or she leaves our office. |
|
|
|
|
| |
|
|
We collect information via remote access prior to the
visit to improve the odds of successful resolution on the first visit. |
|
|
|
|
| |
|
|
We review to-do lists and services history journal for that client prior to the visit. |
|
|
|
|
| |
|
|
We coordinate by taking the Devil’s advocate position - |
| |
|
|
- Did you think about this or that issue? |
| |
|
|
- Do we have the ISP’s information? |
| |
|
|
- Did you coordinate with the subject matter expert at
the client? |
|
|
|
|
| |
|
|
We rank the technician’s task priorities based on sustainable support after the visit. We plan contingencies and schedule work such that if a tech cannot complete all tasks in a given visit, the tasks most critical to providing sustainable support will be done, and the other tasks will not be done. |
