We believe the only way to truly deliver outstanding support for your users is to get ahead of them. To do this requires gaining their opinions about what’s working and what’s not, how things could be improved and what would really make their lives better.
A radically different approach to support
It sounds simple, but it’s radically different to how most end-user computing environments are supported. Proactively working with your users as an extension of your team, suddenly IT has a presence and is seen to be listening with intention to make improvement. It sends a powerful message and as we become more familiar with your solutions and the people using them, we are well-placed to spot opportunities for development.
A regime of continual improvement
This is just part of the proactive approach that defines how we support your end-user computing environment. Our goal is to reduce helpdesk calls so, through ongoing analysis of support trends, we identify and fix common issues, thereby accelerating response times. By exploiting the marginal gains that we spot as we connect with your users, we also introduce a regime of continual improvement. And by looking closely at the tools users will need for their jobs, we can anticipate the applications they’ll want and have them packaged and ready to go, so there are no wait times while IT figures out how to make it happen.
We pride ourselves on innovation and as we return user feedback to you, we match viable solutions to the challenges they’re sharing. Ironically, we also advocate user self-service and wherever possible we help you engineer solutions that empower users to take the lead in supporting themselves.
Of course, we’re ready to react to the unforeseen challenges as well, but under our watch these become fewer as potential issues are remediated before they occur. All round, it’s a style of support that gets results and makes users happy, and happy users are productive users.