We're very excited – because SysAid has further upped its commitment to exceptional customer service. We've made some structural changes to enhance the way in which we deliver support – splitting general customer support away from technical support – and, as a result, our personal service to you will improve.
It's not because our service wasn't great before, but because you – our amazing customers – deserve better than just "great" service. You deserve exceptional service that's simply supercalifragilisticexpialidocious! We want to ensure that you get maximum value from your investment in SysAid and we firmly believe that part of this is receiving the greatest customer experience possible.
We value your loyalty, and we understand that without you we wouldn’t exist.
We're introducing a new team dedicated to “Business Services,” where every customer will have a dedicated Account Manager for non-technical inquiries. Your Account Manager will be responsible for:
Ultimately your Account Manager will be responsible for ensuring that all your needs are fulfilled. By providing you with ONE point of contact we hope to build a superior relationship that helps us to better understand and anticipate your needs.
By splitting customer support (“Business Services”) out from the Technical Support team, Technical Support will be able to focus 100% of their efforts on fixing technical issues, resulting in a quicker response time and a quicker recovery time for any technical issues encountered.
Overall, we’re dividing support responsibilities to improve our services and our service.
The only customers unaffected by this change are “Gold customers” and customers of SysAid FREE.
If you're unsure as to whether or not this change affects you, just give us a shout. We’re only too happy to help clarify if the change will impact your organization.
In the next few days you’ll receive an email detailing all the changes specific to YOUR account. If you currently already have an Account Manager this email will be sent from them. This will then be followed by an introductory email from your new Account Manager.
We're here for YOU and we’re 100% committed to delivering first-class technical support and a service experience personalized to your business requirements. This is exactly why we’ve made this minor, but significant change, to improve the way in which we interact with you to deliver a more valuable service.
SysAid is still very much ON THE ROAD, travelling to your offices to help ensure that you are getting maximum value from your investment in SysAid. With a focus on developing a deeper understanding of, and resolution to, any open issues that you may have, gathering feedback for future feature requests, and listening to your implementation stories, we’ll come to you wherever you are in the world. All you have to do is ASK. Email your request to us at firstname.lastname@example.org or liaise with your Account Manager to schedule a visit.
You’re only ever one click away from helping us make your experience with us even better. Why not share your thoughts on these new support changes in the SysAid Online Community, or give us your recommendations for improvements to the product? Perhaps there’s an IT Service Management (ITSM) process that you are struggling with? Why not let us know so that we can write a best practice blog just for you? Whether in the community, or by contacting email@example.com, we want to hear from you! The future developments of the SysAid solution and related activities are in your hands! It’s your voice that matters.