Client Announcement

This year, we have set ourselves a stiff target - solving 95% of your support calls inside 4 hours.

“Your Part-Time IT Director” (And IT Support Department Too)

The bit before the brackets is something we do. To make it even better, we’ve just acquired a stake in another company. A company that can help us add the few remaining pieces of the jigsaw for a far more thorough service.

More on that will be announced in due course once the ink has dried on the paper-work and systems are integrated.

Your Support Though Is Needed

Please help us help you. We really want to improve the speed and quality of support you get from us. And proactivity. And lots of other stuff too as you tell us what’s important to you. And we’ll reflect your demands as we grow.

So work with us. You are the lifeblood of our business. And IT is increasingly becoming pivotal for virtually any business of any size. So as your business becomes ever-more reliant on IT, you will have a partner on board who can reflect your needs exactly.

But We Need A Little Help From You To Help Us Get There

Today, Andy Doran joins the engineering team. The next member of the team is being sought now too.

What we’re doing is:

1) Expanding the engineering team (that will obviously help us reach the 95% target more often immediately, and keep it there as the team grows)
2) Reduce the time engineers spend on anything other than solving your requests
3) Improve communication and feedback
4) Improve proactive and preventative support

Improved Communication And Prevention

We are phasing Steve Carr out of the day-to-day engineering. Instead, he is going to focus on preventative support.

He will regularly visit clients to review the support, report-back on what we’ve done, identify trends and ways we can both become preventative and improve the way we work together to keep your IT stable and available.

Telephone Answering

After a bedding in period and adjustment, I am pleased to report that the telephone answering is impacting the amount of time we spend on fixing problems very positively.

This will continue to improve as Sandra, Mary, Ann, Chris, and Alison get to know you better and how we work.

By spending more time on solving the problem and less time on the logging and administration of the call we’re getting through calls quicker.

So your patience in logging the call is very much appreciated. You can of course be put through for urgent calls – and even ask to be put through without the call being logged until afterwards.

A Growing Support Team

We’re looking to grow the engineering team proportionally to the client base. As more clients come on board, the team grows and the service will improve further.

Focus On You

Clients who have not used us before, can try us out. Without charge in many cases for a support incident so they can see a small sample of what we do.

Beyond that, we politely decline ad hoc requests. In times gone by, our service was diluted when we accepted hourly-based work for clients without an agreement like yours.

Our focus is therefore on our clients. We now have fewer peaks of demand by declining further work from anyone but you. Politely of course!