STEADfast IT, a managed service provider, announced the launch of an in-house SOS center, an end-user support service designed to eliminate delays associated with requests for help.
The STEADfast IT SOS Center applies concepts from just-in-time manufacturing and hospital emergency rooms to the IT industry. By re-engineering the support process, the level of customer service is elevated beyond industry norms, according to the company.
Dedicated SOS engineers are trained in new methods and utilize proprietary software built specifically for the SOS Center.
STEADfast’s software manages all requests in real-time so that every call for assistance is treated as an emergency triage and is routed directly to the appropriate individual best qualified to address the issue, officials said. This approach to IT support eliminates the traditional ticket escalation process and its support tiers.
Instead of customers reaching a tier 1 support agent and escalating to tier 2 or 3, depending on the severity of the incident, every call is treated as a top-tier emergency with STEADfast’s managed services, officials said.
“We are responding to calls 85 times faster than industry norms,” said Craig Skevington, CEO of STEADfast. “How is it that Amazon can deliver a package across the country faster than most managed service providers can respond to a client’s need? Our processes overhaul the entire system.”
Skevington was recently recognized by the Center for Economic Growth with the Jeffrey A. Lawrence Lifetime Contributor award.
STEADfast IT is a managed IT services provider located at 112 South Broadway in Saratoga Springs.