It’s month-end, your team has spent the past few weeks preparing, working long hours, to ensure that all the numbers are correct, that all invoices have been checked, that all client details are faultless. You walk into the office, mentally prepared for the task at hand. You make yourself a steaming cup of strong coffee and you sit down in front of your pc. You switch on the pc and patiently wait for all network checks to be completed, when suddenly you get the blue screen of death…
Unfortunately, in the world of remote desktop support, this scenario is all too familiar. That’s why we at SALT have been working round the clock to ensure that our tried and true, trusted services are even better, even more dependable than before, and that our customer support is second to none.
It all started when Peter Müller took the helm in 2015, and we are thrilled that the fruit of our labour – SALT 2.0 has been introduced with such success this year. It took a lot of homework, a lot of blood, sweat and SALT, but SALT v2.0 is well on its way.
Peter, who has an extensive history of and passion for CRM (Customer Relationship Management) believes: “IT solutions are all good – but essentially ineffective if not supported by meaningful conversations to create unique solutions for the real challenges that our clients face – it’s about combining personal client relationships with uniquely designed ICT solutions. This is SALT v2.0 – ICT solutions with a human touch.”
As such SALT has undergone a major restructuring process in order to offer a more sustainable and client-centric Desktop Support service. The team has spent several hours reviewing the challenges of the past and how we could improve to better cater for clients’ ever-changing needs. Several team members have been shifted to ensure that the relevant skills are readily available to support our clients in their service delivery and business operations. Communication and client feedback, as well as industry knowledge are the key competencies that we perceive as being a priority in offering such desktop services. Added to this is a passionate CRM team that works closely together with the Desktop Support team to ensure that our clients receive regular feedback with regards to their technical challenges, requests for quotes, billing and invoicing enquiries and IT Infrastructure audits. SALT v2.0 is about getting to know our clients better and being able to facilitate the necessary technical changes that will reduce the requirement for HelpDesk support to stabilise our clients’ IT infrastructure for the future.
We believe these changes will greatly improve our response and turn-around times to resolve your technical challenges. We would like to reassure our clients that this wave of change has become a daily focus and we rely on you, our loyal clients, to help steer us in the right direction. We are greatly dependent on our clients to provide us with honest feedback to confirm that our internal changes are resulting in faster response times, more efficient resolutions of problems and ultimately customer satisfaction and loyalty. We would like to extend an invitation to our clients to address their concerns and personal accounts of our Desktop Support during the monthly or quarterly CRM meetings or to participate in our annual client survey to let us know if they are experiencing the change.
“In order to satisfy clients’ demands for immediate incident resolution and Real-time support, IT must be highly accessible, available and secure. And to be accessible, available and secure, IT support teams must collaborate and innovate – not just “catch and dispatch.” – The HelpDesk Evolution: 3 Trends affecting IT support
We are looking forward to being able to provide our clients with a fully revamped SALT in 2017 and hope that you will continue to journey with us as we endeavor to support you and your business for many years to come.
Our Desktop team is available 24×7 and can be contacted on +264 61 433 9911. Thank you for your loyalty and continued support.