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Outsourced IT support – operational changes
Category : Business | Posted : Feb 17, 2011
In September, we made a very significant change to our business by partnering with LiveVHD and having them serve the “Tier 1” support role for our customers. All our reactive support requests go to them first and they are tasked with either completing the required work or escalating the work to our tier 2 support team. With any change and, in particular, with a large change like this, there are going to be lots of learning opportunities in the early stages. LiveVHD has exceeded our expectations and recently ranked higher than almost all our other “departments” with a 4.4 (out of 5) on a comprehensive customer annual survey. However, we have seen many opportunities to enhance our operations with LiveVHD and have done so. I thought it would make for an interesting read to see how we were able to improve things. Here is a list of the operational changes we have recently made: As always, we’d love feedback from clients so that we can continue to improve.
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