Above all, we recognise that people need support as well as computers. We believe in the importance of quality people, delivering a human solution to human customers:
•All calls are answered by qualified Service Desk technicians. We do not use “call-loggers” who simply take a message and fudge the reachability statistics.
•We resolve 68% of problems in 15 minutes or less.
•Our Client Management System can put critical client information at the fingertips of each and every technician answering a call or handling a client problem.
•We have systems in place that ensure that the ideal technician is allocated to a task in which they have expertise and experience.
•Our extranet offers clients proactive updates aswell as real-time tracking of live support issues.
•Technicians are scheduled at the client’s convenience and never the converse.
•Our Customers are given the option to feedback personally on all meetings, and this feedback directly impacts on technicians' monthly pay.
•We help identify user training requirements for our clients, so as to increase productivity and help minimise ongoing support costs.
•The TSM platform delivers comprehensive user-friendly reports for clients wishing to analyse their IT and support needs and their performance, as well as ours.