February 28th, 2022 Read Time: 4 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 for our customers. Check out what the product team has been working on this past month and a preview of what’s coming up in March & April.
We kicked off the year with a focus on real-time support, launching our new request triage form in chat. By doing this, we are able to route your users 4x more quickly to the right technician for their needs. And, this eliminated the need for back and forth conversation between them and one of our greeters. Simply fill out the form and get support!
This month, we focused on enhancing our Electric Admin’s visibility into their users’ real-time requests. We’ve updated the ticket category types inside your Request Dashboard so that you know exactly what the request was for. See below for more details around these category name changes.
Electric Admins will now see a new set of ticket category names inside your Requests Dashboard in Turbine, aka the Electric Platform. We’ve heard your feedback. The previous categories weren’t always clear about what the ticket type was. So, we’ve added new categories such as “email” or “network infrastructure” to ensure it’s crystal clear what IT request types your users are making.
By integrating with your SaaS applications, Electric will be able to speed up your request completion & eliminate user or agent error. Our latest are of SaaS integration focus is with Zoom. When launched, Electric will integrate with your Zoom account to ensure that all departing employee accounts are deleted on the requested offboarding date, ensuring your licenses remain secure. Once deleted the license will be wiped of the departing employee’s data and made available for use by new or existing employees.
This quarter, Electric will be kicking off a new partnership that will allow us to provide onsite assessments, emergency onsite support, and onsite projects to locations across the country. Need to do a new network installation or build-out? Looking to install a new server backup solution? No problem. On top of the remote services we offer today, we’ll be able to partner with you for these onsite projects. Be on the lookout for our announcement in our monthly Electric Current Newsletter. Once available, you’ll be able to partner with your Customer Success Manager to add these services to your subscription.
Ever started an onboarding request in the Electric Platform, aka Turbine, and gotten pulled into another task? Or started a request, but then needed to wait for more information on the new hire? Yea, us too! We’ve heard your feedback and have added a draft mode option for these requests. Simply click “save draft” and come back to the request whenever you’re ready.
We recognize that entering device information for onboarding requests is too manual. You currently have to grab the device name and serial number from the Device Management page and copy it into the request. Offboarding requests will now pull in all devices assigned to the email address of the employee who is attached to the request. Yet another way in which we are working to make the request submission process as automated as possible!
The power of our Device Management page in Turbine, aka the Electric Platform, is as powerful as the visibility it gives you, our Electric Admins. In that spirit, we’ve heard your call to not only see devices currently being stored in your inventory but also which of those devices are currently reserved for incoming employees. Why is this important? Well, while it may say you have 10 devices available in storage, only 3 of them may be available as the rest are reserved for upcoming onboardings. Offering you more real-time data to make your device resourcing decisions.
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.