User Support & Training Approach
Above all, we recognise that supporting people is as important as supporting computers. We believe passionately in the importance of quality people, delivering a human-to-human service:
- All calls are answered by qualified Service Desk engineers. We do not employ helpdesk "call-loggers" whose only job is to take a message.
- We resolve 75% of problems in 30 minutes or less.
- Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
- We have systems in place that ensure that the right engineer is allocated to the task in question.
- Our extranet offers clients proactive updates and real time tracking of live support issues.
- Clients are given the option to feed back personally on all interactions, and this feedback directly impacts on engineers' monthly pay.
- We help to identify user training requirements for our clients, increasing productivity and helping to minimise ongoing support costs.
- The Physicians Angels platform delivers user-friendly reports for clients wishing to analyse their IT and support needs.
