Impact Networking announced today that the company now offers unlimited 24/7 live-answer service desk support for its managed IT clients. Current managed IT customers have the option to upgrade the IT support in their contract to include built-in expert help at any time of day or night, including weekends and holidays. Around-the-clock service allows for better, more seamless, proactive support for the increasingly sophisticated technology businesses use to achieve their goals whenever, wherever.
COVID-19 has compelled organizations across the country to re-evaluate the way they operate and adapt to the new normal. Impact Networking has examined the future of work as it relates to businesses of all sizes across all industries, and identified new services, adapted its solutions, and assessed best-in-class products that will help any organization prepare for what comes next.
Impact Networking’s 24/7 live-answer service desk support operates from its US-based Unified Support Operations center (USO) with a fully staffed service desk. Customers’ issues can be resolved within minutes with Impact’s live-answer support and remote capabilities. In addition to reactive remediation necessary for when technology issues arise, 24/7 live-answer service desk support provides proactive alert monitoring and patching during off-hours. Benefits of Impact’s 24/7 live-answer service desk support include: live answering of all communications, US-based USO, in-house certified experts, the ability to fix issues remotely, improved operational flexibility and scalability, reduced response and resolution times for after- hours issues, and proactive monitoring and support.
In March 2021, Impact Networking announced the completion of its newly redesigned USO to house all members of its various service teams, all focused on customer support. The USO opened in Jan. 2021 to serve as a unified resource or “one-stop-shop,” dedicated to helping Impact customers with all support requests, ultimately creating a more positive, rewarding experience by streamlining communication and maximizing their return on technology investments.
Having dedicated, agile teams and empowering them with the best tools and processes make it possible for Impact’s USO to operate with greater speed and resilience. These well-tuned, cross-functional teams work together toward a common set of objectives that are tracked and measured, handling everything from simple IT fixes to complex technology issues with anything from print equipment to website requests.