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Our Phone System is New & Improved!

Published on Jun 14, 2016 at 5:48 pm in Concept Culture.

[vc_row][vc_column][vc_column_text]We here at Concept Technology pride ourselves on lightning fast client response times. It takes us mere minutes, not hours, to address incoming IT service requests. A big reason for that is our service model.

Most managed service providers have a “gatekeeper” model where all service requests must first pass through several support staff before getting elevated to someone who can actually solve the problem. This happens when a service provider is comfortable with hiring inexperienced engineers. Ultimately, client requests for help get handed off, and each transfer extends resolution time and compounds client frustration.

Concept Technology’s service delivery model sets us apart from the pack. Because our 10-point hiring process yields the best talent, 76% of all incoming service requests are resolved by the first support analyst that picks up the phone. We hate transfers as much as you do.

We’re also more streamlined in how we handle incoming service requests. Support analysts can resolve a ticket themselves or assign it to a more specialized Solutions or Network Operation Center (NOC) engineer. This ensures faster resolution time and happier clients!

Concept Technology Service Model

Even though we provide such timely support, we’re not resting on our laurels. Starting this week, we are adjusting our phone system in order to address clients’ technical needs more immediately and route non-technical calls to their proper Concept Technology department.  Below are the two options for dialing us:

  • 615.321.6428: Callers will now be greeted by a prompt asking if they need technical support or have a non-technical inquiry.
  • 615.324.8888: Clients can directly bypass that prompt and get right to technical support.

Now that the new system is in place, we welcome you to give it a try![/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][wproto_image image=”10951″ image_size=”500×91″ link_type=”custom” custom_link=”http://concepttechnologyinc.com/malwareprotection/” image_align=”aligncenter”][/vc_column][/vc_row]