Exponential-e’s managed service desk: a new, more flexible way to offer your customers world-class, 24/7 support
Throughout these unprecedented times, many Resellers and Systems Integrators have been forced to furlough team members or reduce headcount, creating leaner operations in order to weather the economic downturn. But as we now approach an economic return and ramp up our trading levels, these resourcing gaps can limit the services that resellers can take to market.
With many organisations (understandably) reticent to re-hire FTE team members, pending the outcome of the coming months, they are forced to consider how to best balance current resourcing levels with increased market opportunity.
There are still challenges facing us in the months ahead, but at Exponential-e, we continue to work closely with our Channel Partner Network to identify these opportunities. Available to all Exponential-e Channel Partners is our in-house, fully staffed UK based 24 / 7 x 365 Service Desk, which can be offered white-labelled to supplement and support your own resources.
Start saying 'yes' to customers' evolving support requirements
In this period of widespread upheaval, more than anything else, customers require reassurance that, in spite of the events of the past year, the service quality they have come to expect from you will remain unaffected. With the service desk having become many organisations' primary means of contact with their customers, it's more vital than ever to maximise the number of successful customer resolutions.
That's why all Exponential-e's Channel Partners choose us to complement and support their own resources and provide customers with direct access to a broad range of technical experts. This can be implemented on a contract-by-contract basis, in response to short-term requirements, or as an ongoing service, supplementing your core products and resources with specific support services, delivered to your usual standards of quality and customer care.
Regardless of how it is implemented, this provides you, as a Channel Partner, with a flexible, cost-effective way to make a fully managed, omnichannel service desk, available to your customer, whenever it is needed and wherever they are located. This, in turn, will help drive stronger, longer lasting relationships and new opportunities for service development as we prepare to enter the post-COVID digital landscape, cementing your position as a trusted technology partner.
True omnichannel support, delivered as a fully managed service
Through a single phone number, email address, and online portal, all customer communications are answered as the Partner organisation and managed according to your own organisational policies, in order to guarantee customer continuity. With service levels ranging from basic call and ticket handling through to 3rd line resolution for most technologies and all leading vendors, the range of services available includes:
- Support for secure environments with a fully SC cleared helpdesk and SC / DV cleared field resource
- Internal resolver groups for LAN / Wi-Fi, cyber security, voice, and Cloud-based technologies
- Specialist Microsoft services and server management
- Active monitoring, for complete end-to-end client environments
- Reactive ticket management and bi-directional flow back to Partner service desk
- SIAM function to flow 2nd line to external resolver groups and vendors
- 24 / 7 overflow call handling
- Out-of-hours-only call handling
These are provided in tailored combinations, designed to fit seamlessly into your existing processes and policies.
Building trust, for complete peace of mind
Comprehensive, actionable reporting is a key fundamental of any support service and is provided as standard with this service, to ensure you remain in complete control of KPIs and performance levels. Similarly, your own corporate security and data protection policies are strictly enforced to maintain confidentiality and compliance throughout every customer interaction, across every channel, with Exponential-e acting on your behalf to ensure they are effectively implemented and enforced.
Furthermore, Exponential-e delivers all services - both in-house and on behalf of our Channel Partners - according to the most rigorous standards. With nine ISO accreditations (ISO 9001, ISO 27001, ISO/IEC 20000-1, CSA STAR, ISO 22301, ISO 5001, ISO 14001, BS 10012, BS 27017) and a market-leading NPS score (typically 70+, and displayed live on our website), we pride ourselves on delivering Peace of Mind as-a-Service. As a result, we are already trusted by thousands of customers to deliver round-the-clock service excellence, and our Partner community can rest easy, safe in the knowledge that their customer queries will always be treated with the same diligence.