Important support enhancements

Please take a moment to read about the support enhancements being implemented on September 1st.

Historically we’ve always operated on a one-on-one basis, meaning that every client had a direct relationship to their tech. We feel that this relationship is critical to providing excellent customer service. However, with the breadth of skills required to provide great service expanding in a dramatic way, we also know that behind the scenes we are working together on your behalf more and more. So we’re re-organizing how we deliver our services to you.

We’ve now organized our staff into PODs. Each POD is made up of two of our technicians. One will be focused on helpdesk, problem resolution and project implementation. While the other person in the POD will be focused on project planning, security, standards, training, budget and strategy. Each POD will be responsible for an assigned group of clients. PODs will be overseen by Ted.

Each POD is made up of two support experts with different skills for todays complex environments

I imagine that a few questions come to mind so I’ll try to address those. If you have others, the best person to ask will be Ted. Or simply reply to this blog post or the email that we’ll be sending.

Who do we call when we have a problem that needs an immediate solution?

Your POD will have one person designated to take your calls. We’ll be sending you an email with the contact information of all of your POD members.

Who do we call when we have a project to discuss or a strategic question?

Your POD will have one person designated to handle projects, planning and meetings. We’ll be sending you an email with the contact information of all of your POD members.

Who do we call to schedule software training, cyber security training, or compliance paperwork?

There will be two people in your POD. One is designated to handle things that need doing right now to help an individual get back to work. The other will be handling most other things. We’ll be sending you an email with the contact information of all of your POD members.

What if I call the wrong person?

It’s not a problem. We have an internal ticketing system, so if something comes in to the wrong person we simply create the issue ticket for the right person and they get alerted immediately and will contact you. There’s nothing more for you to do.

What is Ted’s role?

Ted is still the technical manager, which means that he oversees the PODs which comprise all of the technical staff. He’s their boss. He’s responsible for making sure that you get the best customer service and that our staff is trained up on the latest technology and ways of implementing it.

Can’t figure out who to call?

Then please call the person in your POD that is designated for immediate assistance. They’ll know how to get your specific issue directed to the right person.

Our goal with this re-organization is to give you direct access to more of our staff. So instead of calling Ted and having him organize who will be working on a strategic issue or project, you’ll be able to do it directly because you’ll have a fixed assigned POD that contains that person. You’ll also still have that all important one-on-one support contact too.

Next, look for an email from us detailing the contact information of all members of your assigned POD. The rest of this month, is our testing phase and the PODs will be into full effect starting September 1st.

Harbor Computer Services is an IT firm servicing Southeastern Michigan and beyond. We work exclusively under contract with our clients to provide technology direction and either become the IT department or provide assistance to the internal IT they already have. We win awards! Recently we were recognized in the gratitude category for our corporate culture by dBusiness magazine.

There are a few simple things that make Harbor Computer Services the best choice for your business. •We are Professionals •We are Responsible •We care about your business

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