August 5th, 2019 Read Time: 3 minutes
The Electric Team provides real-time IT support to 25,000 users and centralized IT management to over 400 customers.
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Major themes we are focusing on in product development: enhancing centralized data, decreasing ticket resolution time, establishing consistency in the support experience, and increasing visibility for Electric admins into security settings and compliance.
Details on some things to look forward to over the next few months:
Enhanced Centralized Data
We’re enhancing how we store and access customer information, focusing on becoming your single, centralized hub for all of your IT information, policies, and processes. In doing so, our technicians will have access to the most up-to-date context information on your IT environment, reducing the number of questions they need to ask you and allowing them to more quickly take action to respond to and resolve your requests.
Computer Security Recommendations and Actions Within Platform
To help you track the level of IT security compliance across your organization, we’re adding fields to our existing device management reporting and giving you more control over security settings. In the Electric platform, you’ll be able to see Electric’s recommended standards, change the settings to fit your organization’s needs, and take action on devices that are not compliant.
Automated Routing in Slack
In order to provide the fastest possible service in Slack, we evaluated all potential internal delays to getting your employees to the right technician for their specific needs. We’re now addressing those gaps with improved routing processes that will lead to faster resolution time for you and your team.
Management of Multi-issues Per User
We’re improving the management of multiple issues that come in from each of your team members. Instead of one stream of consciousness conversation per person, we’re isolating each issue submitted by that person into its own separate record. This way, our technicians will be able to tackle multiple requests more easily, provide faster resolutions for your team members, and our platform will present improved reporting for you.
In an effort to better measure our quality of service and experience in Slack, we’re creating functionality that will collect feedback from your employees, at the point of resolution, for each and every ticket. This consistent and timely feedback collection process will allow us to make improvements to our service, that much more quickly.
For any questions please contact your Account Manager or reach out to us at firstname.lastname@example.org.
Have any suggestions for our Product Team on features that you’d like to see? Please submit them here.