We’ve recently overhauled how we organise our support services to make them simpler to understand and more efficient for our customers.
Dedicated Engineer Teams
Our clients don’t just have a dedicated account manager, now every one of our managed service clients has their own assigned engineer team. Two or three of our engineers who are already familiar with your system will be assigned as your dedicated remote support team.
By utilising our newly upgraded phone system, we can create separate call groups for each of our clients. This way, when you call up with an IT issue, your call will be routed automatically to the phones of your dedicated team. This helps knowledge and expertise about your network, equipment and workplace be shared among the engineers that need to know. It also means that your staff get to know the voices of your assigned team, just as they would with an in-house IT department.
Improved SLA Times
We’re so confident in our responsiveness that we are reducing the SLA (Service Level Agreement) for our managed service clients from 4 hours down to 2 hours. Though in truth, we hardly ever get near that time limit. For example, in 2019 our average response time to a ticket raised by email was 7 minutes and our average resolution time was just 14 minutes. We’re just that efficient!
All of our clients now get access to IT Glue. IT Glue is an industry standard, SOC 2-compliant documentation management platform that can be used to securely store business-critical information like passwords. You can also utilise the IT Glue Google Chrome extension which means you can enter secure passwords online in a single click.
At Carden IT, we’re committed to making it as easy as possible for our customers to get the IT solutions they need. To this end, we’re proud to be launching our own customer support portal.