Drive agility in your IT department that enhances customer services using the power of after hours IT Resources.
Did you know that seven out of every ten callers who hit voicemail leave no message? That means that 70% of potential new business and 70% of customers with issues will not wait until you are available. In today’s customer-centric environment, you must be available when your customers need assistance.
Customer emergencies often seem to occur in the most inconvenient times – such as in the dead of night or as you exit the workplace. On the other hand, customers don’t care if you’re closed during an emergency; they want to be treated – which is why you must be present with after-hours IT support. If having staff available 24 hours a day is not cost-effective for you, our staff may be. Our emergency call center dispatchers operate according to a scripted on-call protocol that assists us in determining the seriousness of the problem and contacting the appropriate person. Additionally, you can check your on-call schedule in real-time with an IT support services provider, ensuring that we are constantly implementing the most up-to-date guidance.
On-call in our office, we have an engineer who stays up late and gets to work on Saturday nights. This is one of our on-call engineers, who are up and available from 6 AM to 11 at night, every day, as a part of after-hours IT support. Almost all days of the week and weekends, we will meet an engineer two hours before you start and two hours after you finish work.
We have developed our after-hours phone system so that if you dial after hours, leave a message after the beep; you’ll reach the main number and choose the option to leave a message after hours for after-hours technical support. Our on-call engineer is typically answering calls us back within 15 minutes.
We also make sure to get a staff of after-hours IT support engineers who switch shifts, so no one person must stay on after-hours constantly. Instead of just a few of our engineers getting work experience, we make sure everyone can do at least some on-call work.
If you want, we will pick up your assignments after you go to work each day and progress your assignment project until you leave for the day. We will work with your Customer Relationship Management System (CRM) applications to request tickets and web-based scheduling tools to position orders that blend with IT support and maintenance services.