A number of our partners required a solution for the number of support requests and content changes they were receiving from their clients.
These requests would often come in the form of emails (that often break chain causing an organisational issue) or phone calls, requests would get misplaced and overlooked. The vast majority of these request were from large fully managed websites with a fast turnover of website content, these customers being on a monthly retainer of hours and having SLA response times to adhere to, making it vital to have in place a fully managed and trackable solution.
We put in place fully managed help desk services to enable their clients to send in requests. These requests are automatically allocated to the relevant support retainer with the correct SLA, these are then assigned to the help desk management team member to deal with the request. These services can be offered as a part of our website management services.
The requests are now fully tracked with all responses in one place and time worked tracked against the request. This has enabled a much faster and smoother response to completion journey. Allowing our partners to grow their offerings to more clients due to efficiency increase.