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Delivering Value with Each and Every Client Interaction

10 mins read
written by
Dhoof Mohamed

What may sound like a minor IT issue, such as not being able to print, may be a big issue if you're not able to print an important pitch! So, we take each reported incident very seriously.

Starting a business during the biggest recession of a generation really does focus one’s mind on delivering value for clients. It was the only way to build a business when most businesses were looking for ways to cut costs.

So, that is how we have built a different kind of IT Services company. For every incident and contract, we focus on delivering value to our clients. We focus on three things for every incident reported:

1) Following up until the incident is resolved
Clients should never have to call us twice about an incident. Once they have contacted Skyriver IT about an incident, they can be confident that we will stay on top of it until it is resolved. Our ticketing system and internal processes ensure closure on every incident.

2) Resolving incidents quickly
No one likes to wait for things to be fixed. So, we focus on resolving each incident as quickly as possible. From 24x7 phone support to fast on-site support, we offer clients quick responses to resolve their IT issues.

3) Taking end user problems seriously
What may sound like a minor IT issue, such as not being able to print to the color printer, may be a big issue if they are trying to print an important pitch in color. So, we take each reported incident very seriously. Our goal is to have our client’s staff back to working productively as quickly as possible.

Because a customer service orientation is not the norm in IT Services, we spend 30-45 minutes each morning on a call to figure out priorities and resolve incidents.  While this takes away from our billable hours (4-5 hours per senior technician), it is critical in reorienting our technicians to a client perspective and focusing on delivering value.

Learn more about how Skyriver IT consulting can help your business.

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