"The result is a more streamlined, efficient and dependable approach to customer service, which ultimately relies on strong, clear lines of communication."
The GDPR-compliant facility – which has been designed in line with ITIL* best practice – has been launched this month following a five-figure investment, six months of planning and a further two months of intensive beta testing.
Having previously used a variety of external support systems, Vapour wanted to further boost the robustness and consistency of the team’s technical service infrastructure. The service desk has therefore been built on the world-leading Remedy platform, and trialled internally with a phased soft launch before its official roll out.
Commenting on the new service desk provision, Vapour’s co-founder and cloud services director Steve Dempsey said: “All incoming client support calls and emails now come into one central internal system and are picked up by a single dedicated team. We haven’t just invested heavily in our technical capabilities – we’ve reallocated internal resources and recruited more cloud and customer service experts too, in order to effectively staff the six-strong desk.
“The result is a more streamlined, efficient and dependable approach to customer service, which ultimately relies on strong, clear lines of communication.”
Client queries are now logged via a simple ticketing system and triaged according to their level of urgency and technical complexity. Straightforward fixes are handled by the front-line team whilst more complex matters are escalated to Vapour’s specialist engineers.
“The world of cloud tech is dominated by the satisfaction of SLAs that offer businesses some degree of reassurance regarding the support they receive,” continued Steve. “But really, service level agreements should provide only a minimal baseline. In the ‘real world’, modern organisations demand greater responsiveness, so if we can address something quicker than an SLA dictates, we will.”
The soft launch period saw the use of a single incoming telephone number for clients’ technical enquiries. The success of this beta phase has seen the complete roll out of the service desk infrastructure this month.
*ITIL (Information Technology Infrastructure Library) defines the detailed value-adding practices for planning, implementing and measuring successful IT service management to meet the needs of modern businesses.