At CSCM we have a fully managed helpdesk and support team offering remote, telephone and onsite support, being there for our customers how and when they need us.
From the offset we quickly and smoothly onboard new clients, to get them in a position where we can support them if they need us. Internal communication is important to us, so we fully brief all staff when we add to our customer portfolio, letting them know about you, your business and your needs, so even new clients feel confident in our ability from the first point of contact.
There are no waiting times, calls are answered quickly and a remote connection made to the device from the offset, to enable swift resolution. Of course, there are times when first call resolution is not possible, however we have a robust and efficient escalation process embedded, with structured multi-tiered levels of expertise throughout the team to make sure our clients get the best service possible, with little or no impact to productivity.
Unlike most other support teams we also have helpdesk coordinators who allocate tickets quickly and make sure customers are kept informed of progress and aware of timescales to resolution. We don’t want to add any more frustration to the user experience and understand how busy you are, so we eliminate the need to call in again and chase engineers.
Our field technicians are actually ‘field-based’ so should we need to come out and help you, we can have someone there very quickly. In the background though our office-based technicians still continue working on a resolution right up until the engineer arrives on site to take over.
We are confident our service is outstanding, testament to this is the customer feedback we receive and our fantastic client retention rates. We would happily provide references from existing customers to support a potential new relationship.
So, whether you are currently unhappy with an existing supplier or just looking to add an external extension to your internal IT team, don’t wait until your team has become really demotivated, make changes now and get the service you expect.
If you are interested in learning more about CSCM and the sectors we operate in, please contact Jenny on 07876 568759 or email firstname.lastname@example.org.