It has been hard work but our recent ticket changes means we are resolving issues for clients quicker whilst also massively improving the morale of our staff. The fact this change has helped both clients and staff is a proud moment for me.
The Old System
- Delays due to interruptions
- Technicians multi-tasking
- Visibility and capacity issues
- Queue disruptions
The New System
- Personalised Assistance
- Efficient email support
- Focused Engineering
- Queues properly managed
How our new system benefits you
- This new system allows our engineers to concentrate on the jobs they are doing for you without interruptions that lead to delays.Â
- 88% more support calls are now closed first time without re-opening
- Our engineers have more time to complete support requests
- We are closing 50% more tickets in the first 24 hours of receiving them than we were with our previous system
- Priority queues are properly managed meaning no more jumping the queue
- We have a dedicated member of out team to deal with critical response ensuring prompt responses to your issues
- We can now see when our team might hit a capacity issue and adjust for it ahead of time – ensuring your IT Department remain functional for all important aspects.
What was our old system?
- Direct Access to Technicians: Initially, clients enjoyed the benefit of direct access to our technicians. While this ensured immediate contact, it occasionally interrupted ongoing work, affecting efficiency.
- Multitasking Challenges: Our technicians often had to juggle multiple tasks simultaneously. This multitasking could lead to delays and potential errors, or required additional time to log new requests, momentarily pausing their current projects.
- Queue Prioritisation: Previously, urgent requests could disrupt our queue. This meant that sometimes, our most patient and cooperative clients experienced longer wait times.
- Self-Managed Priority Queues: Each engineer previously managed their own schedules, which sometimes made it challenging to handle priority queues effectively and fairly.
- Visibility of Capacity Issues: We often faced challenges in foreseeing capacity issues. This occasionally resulted in realising too late in the day that some jobs couldn’t be addressed immediately.
These insights have guided us to refine our approach to ensure better service and satisfaction for all our clients
What is our new system?
Personalised Assistance: Our service desk now ensures that every call is answered promptly by a human representative who can assess the urgency and provide immediate assistance. Yes, sometimes the solution is as simple as restarting the device!
Efficient Email Support: Our team effectively manages email support requests, allowing them to grasp the full scope of events at your premises. This ensures a comprehensive and coordinated response.
Focused Engineering: Our engineers are now dedicated to resolving your issues without interruptions, leading to fewer errors and reducing the need for repeat visits.
We’re excited to deliver these improvements, ensuring that your experience with our support system is smoother, faster, and more efficient.
How you can help us help you
Prioritise Your Support Needs:Â Let us know the urgency of your issue. If it’s preventing you from working, we’ll prioritise your request to get you back on track as quickly as possible. If the issue is more of a nuisance and doesn’t stop you from your other tasks, we appreciate your flexibility in response times. This allows us to better manage our resources and be there for you when it’s crucial.
Schedule Your Availability: If your schedule makes it difficult for you to take unscheduled calls, please mention this when you submit your support request. We’ll arrange a specific time to call you, ensuring that we connect when it’s most convenient for you.
We value your cooperation and look forward to assisting you effectively!
Improvements we are still working on
We appreciate your feedback and are excited to share the enhancements we’re currently implementing to serve you better:
Enhanced Call Back Scheduling: We understand the importance of your time, which is why we are refining our process to provide precise call back times. This update aims to ensure you receive timely and accurate updates about when you can expect to hear from us.
Faster Response Times: Thanks to recent improvements, our response times have already gotten better. We’re handling more inquiries than ever, reflecting our commitment to proactive IT management. To further boost our efficiency, we’re excited to welcome a new experienced team member in late May. This addition will enable us to address your needs even more swiftly.
Thank you for your patience as we continue to enhance our services. We are committed to providing you with the best support possible.