February 7th, 2022 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 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 February & March.
Happy 2022 from the Electric Team! We are kicking off this year with a focus on enhancing our real-time support experience. No longer will users need to go back and forth with a live agent greeter about their request details. The moment they chat Electric, they’ll be provided with a form right in the chat which will collect all of the request details and route them to the right agent, automatically! As well, we’ve changed the ticket type names in your Requests Dashboard, ensuring that you know exactly what each request was for.
As for our Electric admins, we’ve also added some new visibility to the Device Management page, ensuring that you don’t have to contact your CSM to see the stats of a locked or unlocked device. As well, we are continuing to add more onboarding and offboarding request customization tools to these forms, based on your feedback.
When engaging with Electric, your users initially chat with our live Electric greeters who collect their request info and pass it to the right IT technician for their unique needs. This month we’ve replaced this process with a new form where users can input their request needs. Simply chat any greeting to Electric and the form will appear. Once submitted, they will automatically be routed to the right IT technician for their needs. This way your users are engaging with Electric the same way, every time and they’ll be routed to the right IT technician more quickly. Don’t worry, we’ll be sure to give you a heads up when this will be available to your team with access to revamped “How to Engage With Electric” resources for your team.
Speaking of real-time support updates. You’ll also 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.
Last year we put the control in your hands to lock and unlock your devices directly from the Device Management page in Turbine, aka the Electric Platform. However, we heard your feedback about needing to see what the status of that action was. Previously, to get an understanding of who took the action and what it’s status was, you needed to contact your CSM. Today, you can see the status (pending, complete, or failed) and who took the action, whether it was one of your own team members or Electric, directly on the Device Management page. Simply click on the serial number for the device to reveal the action buttons and log.
In November, we launched our redesigned onboarding and offboarding forms providing users with an enhanced request interface and more options to customize each request. This month, we’ve added a new series of features to these pages based on your feedback over the last 2 months. These include:
The latest SaaS app integration Electric is focused on is with Zoom. By integrating with your SaaS applications, Electric will be able to speed up your request completion & eliminate user or agent error. 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 licences 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.
In January, 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 Electric Current Newsletters. Once available, you’ll be able to partner with your Customer Success Manager to add this to your subscription.
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.