Commitment to Customers Our Commitment Our customers are the heart of our business. Our goal is to build long-term relationships with our customers, so we can provide better IT solutions. This means we address all customer issues fully and resolve them completely. Our staff is trained and empowered to: Better understand customer businesses Take personal accountability for customer issues Explain solutions in layperson's terms Refer for more technical intervention as needed Be innovative in addressing the unique business needs of each customer Your Satisfaction Our Service Desk uses processes to measure performance, provide consistent support and improve customer satisfaction. Two processes are described below: First-call resolution: We work with multiple support groups to build solution scripts into our knowledge base. By continually improving the depth of our knowledge, we are better able to resolve your issues when you first contact us. Ticket ownership: A Service Desk agent is assigned as the owner of every customer ticket. Ticket owners review all of their tickets to ensure that support handle them promptly and they have essential information and that customers are consulted upon resolution. The Service Desk follows up with customers and the support group to ensure that all customers are satisfied with the results.