For many network users, their primary interaction with IT support is through a user “helpdesk.” Whether it’s in-house support staff or through a third party provider, a support center is imperative to the relationship between client and support. NetCentral support provides our clients with seamless support from our in-house support center (San Ramon, CA) that is imperative to there business.
Tales of frustrating experiences with helpdesk call centers are very common. Too many helpdesks have techs who are poor communicators, or their effectiveness is limited by protocols. These protocols can seem designed to prevent great service or a pleasant experience for the caller.
NetCentral, from Clare Computer Solutions, provides comprehensive IT Infrastructure support for companies, with complex server environments, encompassing routing and switching, and down to the network users level, as well. For most NetCentral clients, their most frequent communications with Clare Computer Solutions is through the NetCentral Support Center. (Besides a dedicated account manager checking in with you periodically.)
Nothing about the NetCentral Support Center is typical. Here are some reasons why:
Our Clients Aren’t Strangers
NetCentral machines are fully managed, so technicians at the Support Center have instant access to data about those supported machines. Any interaction with users go into a service ticket, so we build up a history of service with clients and have a historical reference to ensure we’re prepared to support that machine.
We Have Service Level Goals
All service requests from clients are subject to specific service level goals with regards to response (real response – not just an automated acknowledgement), scheduling or beginning the work on the request, and the resolution of the issue. The performance against those goals is checked, in real time. We audit these tickets weekly and monthly to ensure service is always delivered at the highest levels. Each one of our NetCentral Support Center staff has been trained to handle technical issues and troubleshooting with the customer, always in mind.
We See the Big Picture
Every issue deserves our full attention. Anytime someone is having trouble with their technology, we know it can be frustrating. We also understand that every user is part of the client's company and that the user’s computer is part of the company’s overall infrastructure. If we spot patterns that indicate parts of that infrastructure are due to be refreshed or replaced, we will present plans to the management of the company to plan and budget for that process, to ensure that everyone is using up-to-date technology.
This broad-based approach benefits everyone involved – users have a better work experience, companies have reliable, well maintained IT, and our time is spent helping everyone use that technology to grow their business – not just doing repairs.
It’s time your network users had this level of support. Contact us to get started.