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 issue when you first contact us.
• Ticket ownership: A Service Desk agent is assigned to every customer ticket as its owner. Ticket owners review all of their tickets to ensure tickets are handled promptly by support groups, that they have essential information, and that customers are consulted upon resolution. The Service Desk follows up with customers or the support group to ensure tickets are handled properly and that all customers are satisfied with the results.