One of the biggest obstacles with IT support is keeping everyone in the loop, whether that is the person who raises the problem or their line manager (or in the case of a dental practice, the principal dentist who needs the practice working).
If IT support have to keep everyone in the loop with phone calls and so on, then pretty soon we would spend more time talking about than fixing the problem.
ThreeSixtyIT have invested in a comprehensive CRM (Customer Relationship Management) system, or in plainer terms a ticketing system.
When you call us about a problem we will invariably try and resolve it there and there for you. If we do, excellent! We will still raise a ticket against this job as this will ensure that we can monitor trends (eg a printer always jamming).
If we DON’T manage to resolve your issue immediately, then we will raise a ticket and you can then track the progress of your job online, in real time.
This doesn’t mean you can’t call us – you still can, but it does mean that anyone can check on the status of the ticket (problem) in real time.
Access can be given to any team member and the practice management team can have an overall view – allowing them to see problems in the practice and what ThreeSixtyIT are doing to resolve these.
If you are an existing client and haven’t been signed up to the system yet, give us a shout and we can do it straight away. All new clients, by default will be setup as part of the onboarding process.