As everyone already knows, Ray has been doing an excellent job for us since he came onboard a few years back. His attention to our Client’s needs has made us a better company. It’s as simple as that. He has helped us organize our growing helpdesk and has kicked all our butts regarding documentation. He has proven himself in working with our Clients and with our staff.
As my plate has been overflowing, it has come time for me to concentrate on our business processes and growth. With that in mind, I have promoted Ray to Service Manager. He is now responsible for all aspects of our providing the best support we can to our Clients. In actuality Ray has already been doing this for a while now. We are just making it official. One of his first tasks has been to get our service scheduling process more formalized. As many of you already have noticed, we have been much more proactive at communicating with you regarding the status and scheduling of your service tickets. The response for the few changes he has made so far has been great. Look for more!
As a reminder, the best ways to request support are:
- Phone – Call our 800 number – Select 1 for support
- Email – Send an email to support@ – A ticket is created and you are notified
- Client Portal – Sign into our Client Portal – Create tickets, check on ticket status, check your inventory, licenses, invoices, etc
- Fax – Yes, we still get support request though fax
Please do not send new support requests to any of us individually via email or voicemail. Use the support accounts as they are handled immediately whereas an individual email or voicemail will have to wait until the individual gets a chance to receive it. With illness, vacations, training, meetings, etc., that can take longer than we would like. As much as possible keep all correspondence regarding a ticket attached to the ticket. That simply means reply to the ticket emails that come from the system or add “ticket#XXXXXX/” (XXXXXX=the actual ticket number) to the Subject line of any email to attach that email to the ticket. (Do not include the quotes)
We are constantly striving to provide the best support possible for you, our Clients. As Service Manager, Ray will be a great force in meeting that goal.
And me? Well, I have a bunch of things up my sleeve that I will now get time to get started or completed. You will hear about several of them very soon.
