April 28th, 2021 Read Time: 5 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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The Electric Product Team is always working to improve our existing offering to our customers. Check out what the product team has been working on this past month and a preview of what’s coming up in May & June of 2021.
April was all about that SaaS – applications, that is 😉. Unsurprisingly, 25% of all on/offboarding tasks we complete for you involve SaaS licenses. On average, Electric Customers use 20+ apps to facilitate everything from collaboration to data security.
That’s why we’ve taken an essential first step toward integrating those applications with your Turbine account: connecting your Google account to Turbine. The purpose? Simpler and faster onboarding requests and more reliable user setup.
Now, this is JUST the beginning. We’ll be overhauling our entire on/offboarding request process and integrating with more of your most commonly used applications to help you FLY through the request process confidently
Ok, so Macbook Pro 1625 is not checking into its MDM. Hmmm, who currently has Macbook 1625 again? Yea, no one has time to match a serial number or device name back to a user. This is why, back in December, Electric added an “Assign Device” feature to your Device Management Page in Turbine allowing you to quickly select from your list of users and assign a device to them with a click of a button.
But what if you have 25, 50, even hundreds of users to do this for? Well, we’ve got you covered there too. This quarter we’ll be automating your device assignment. Turbine will let you know how many unassigned devices and allow you to send an “assign device” link to all of your users without devices assigned to them, all right from inside the platform! Check out our release video to learn more.
Update From Last Month: We kicked off this release in March 2021, rolling out to customers in small groups at a time. This is now available for all customers!
For customers with Electric-managed Google accounts— we have some exciting news for you! We are making account provisioning for new employees streamlined through Google automation.
Ok, so what does this mean exactly? Well, as you are making an onboarding request, you won’t have to remember the name of the calendar or email group you’d like a new user to be added to. Simply select it from a drop-down list that is pulling directly from your google account.
Taking the time you spend on on/offboarding from 3+ hours/per employee (on average) to less than 8 minutes, is something we pride ourselves on at Electric. We want you to be able to pass this work off on us and get back to work that will be strategically impactful for your business.
However, we don’t want to rest on our laurels here. We’ve gotten a ton of feedback on ways to improve this experience and we are excited to be rolling out functionality that addresses many of them over the next several months. Starting in May, we will begin to address many aspects of these challenges and will be releasing multiple iterations over the coming quarters such as:
Eliminating the need to fill out calendar and application-level permissions & settings for each request.
Making it easier to view the progress of each request.
Allowing you to schedule onboarding tasks to align with your internal timelines.
Providing you with the ability to create drafts of your requests.
Offering enhanced shipping support for offboardings.
This year more than ever, the business world has come to appreciate the power of remote device management for managing remote workforces. Whenever speaking with you, our Electric customers, about which service you value the most it always makes the top 3. And, we’ve heard you when you’ve asked us to put more of the power of device management, back into your hands. That’s why, this quarter, we’ll be turning the keys over to you – allowing you to lock and unlock devices directly from Turbine. No more need to message Electric to have us manage on your behalf, unless you’d like us to.
We are transitioning our real-time support backend to a best-in-class ticket routing system, Kustomer. We’ll also be moving email-based support to this system, ensuring all of your requests are routed through one location. This will not change how you or your users receive support from Electric. However, you will notice faster resolution times (a time savings of 5 to 10 minutes per request on, on average!) and an overall enhanced real-time support experience since all ticket types will live in one place.
We’ve begun this transition by testing with our own internal real-time support requests and will begin transitioning customers in June. At Electric, we drink our own champagne first to make sure it’s just right for you.
If the product release information above sounds like it could provide leverage to your organization and you’re not already an Electric Customer, then contact us to discover how we can start making IT simpler for your team.