IHD Services provides a unique outsource support offering to technology vendors. Frequently, when a company has a great product, be it hardware, software, or appliance to bring to market, their primary investments are targeted toward development and sales efforts. However, as the product begins to penetrate the market and demand increases, it soon becomes apparent that post-sales support begins to take on a new dynamic.
- Customers leave messages for engineers or technicians to return their call – with varying results regarding response time
- Engineers crucial to new development efforts are bogged down with support calls, especially the administrative tasks associated with those calls that do not require their unique expertise
- Record keeping and trouble ticket tracking begin to become a logistical challenge
- Customer satisfaction begins to suffer
Typically, the solution has been to invest in a call desk, or to look to outsource providers. The problem is, there is a great deal more involved in developing a first-class help desk than simply purchasing some software and hiring a few administrative people, and most traditional outsource providers are not well-equipped to handle the support requirements for unique or complex technology.
Enter IHD Services, the “Intelligent Help DeskTM.” We have over a decade of experience in call management, service delivery facilitation, maintenance contract administration, IT asset registration and tracking, and reporting and data analysis – all provided by a dedicated staff of highly-trained professionals. You support your technology, we do the rest.
- Support calls are handled on a 7x24x365 basis with consistent results and timely response.
- Escalation processes and record keeping are professionally managed with all documentation
- Engineers crucial to new development efforts are freed from administrative tasks and only involved in the call as their expertise is required
- Record keeping, trouble-ticket management, client history, and all documentation are recorded and available for review by both end-users and our clients on a permission basis.
- Customer satisfaction with post sales support increases