So what kind of service should you expect from your IT provider?
You’ve been using the same company to help with your IT support for a while now, and the support isn’t quite what you expected it to be… So what kind of support should you expect?
I believe that answer should be remarkable support! You should be able to call and get someone or get a quick call back. Any issues that are smaller should be addressed immediately, and if something is a bigger problem, have someone working on it right away. We think that 90+% of all calls should be able to be addressed during the call and have users back to work.
So, how about issues that are more fringe areas? What about the ERP package and user issues associated with that? Should the user call the support group or the ERP support line? Their manager maybe? Maybe the accountant, because they’re kinda IT smart?
The answer is that it should be simple for that user to get help. They should be able to call the IT support group and have that group escalate the issues to the vendor as needed. The IT support group should open a ticket, work it, and bring the user in as needed. They should update the user periodically and keep them in the loop with progress. We would never expect the user who has a power outage to each all the electric company and talk with service techinicians who go out to the poles. Why should the experience be worse then that.
Our belief at IVDesk is that everyone in the company should be able to call and get immediate help. They should expect someone who doesn’t talk technical to them, who knows what applications they use, has the ability to share their desktop for assistance, and corrects issues quickly. Remarkable Service should be an expectation. Why not offer support that the user’s like, fixes their issues quickly, the support people like, and have it really be a service focus, rather then a technical issue support group that just fixes things.
Remarkable Service, that’s on the bottom of my business card. That’s what we believe in!