iMonkey wanted to come back to the “root” of what IT services was supposed to
be all about. Service!
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What if a company could provide a consistent, franchised look and feel to the
IT profession?
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What if it didn’t matter if you had a company size of 1 or 1,000 to get good
service?
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What if you could get quick and professional service regardless of you being at
the bottom of the org-chart, or the top?
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What if you were always “in the loop” of service being performed on your
network at ALL times, and nothing was hidden or confusing?
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What if your IT services professionals were held accountable to what work they
performed at all times?
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What if you could control who you wanted to deal with from a pool of
professionals that not only possessed senior technical skill levels, but were
also certified in customer service?
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What if you enjoyed your IT services team?
TIX (Ticket Information eXchange) our
online creation, along with rigorous customer service training is our answer to
all of the above.
The concept is simple, yet makes so much sense in today’s connected world.
Registered clients have the ability to go online to create various types of
service tickets, on demand, and to have expectations of a quick response.
They are guaranteed a response from an iMonkey Associate within 20 minutes
no matter who or how big your company is; everyone is treated equally.
The ticketing system is designed to dispatch tickets blindly to the Associates.
What this means is that Associates are unable to distinguish who the tickets
are from, and thus are incapable of favoring a particular clientele. This
produces a professional mentality based on excellence and a reluctance to deal
inadequately to any of the clients registered with iMonkey. Upon submission of
a ticket, clients are notified via email about their request, and within the
service response time (20 minutes) will receive a call from an Associate
explaining their involvement with the request.
All the following events:
- When and who picks up the ticket
- Ticket details of the work
performed are transmitted through email, and can be viewed online as it
happens.
- Correspondence can be
transmitted by replying to these email messages in designated areas, which will
be automatically processed and dispatched to all involved.
Upon completion of a service ticket lies the power of the “feedback loop”. This is where the client
can rate the associate and express their feelings on the service provided. This
feed back is automatically applied to the system, and immediately affects the
Associates standing within the iMonkey system. Falling bellow a pre-determined
rating will cause the Associates account to be automatically disabled and
disciplinary actions will be required to re-instate it. This is the single
greatest control that is being returned to the client, and the one that forces
Associates to work to a level of excellence in customer service that cannot be
matched.
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