July 30th, 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.
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 August & September of 2021.
This month marks an exciting milestone in the history of Electric’s products and services. We are now beginning to integrate with your SaaS applications! Through these integration we’ll be able to shorten the amount of time it takes you to place a request and nearly eliminate any error around on/offboarding tasks related to these SaaS applications. We are kicking this off first with Google & Okta, but there will be many more SaaS integrations to come.
We’ve officially kicked off our rollout of Kustomer to you, our customers. To quickly recap, in may we transitioned our own backend real-time support back-end & email-based support to a best-in-class ticket routing system, Kustomer. Then in June, we began user testing with our own team, sending live tickets through Kustomer. Now that we’ve stress tested & perfected our use of this system, we are ready to share it with you and have begun migrating customers.
Be on the lookout for special notifications both in email and in platform (your Turbine account) for more information on when your team will be transitioned over. Reminder: this will NOT change how your user’s engage with Electric. However, you will notice faster resolution times (saving on average 5 to 10 minutes per request on) and an overall enhanced real-time support experience, since all ticket types will live in one place.
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 on or offboarding request, you won’t have to remember the name of the calendar & email group(s) you’d like a new user to be added to/removed from. Simply select it from a drop-down list that is pulling directly from your Google account. Then once your on/offboarding request is submitted, the tasks related to Google will be completed automatically, no need to wait on an agent. Don’t worry though, your user will not be impacted until the date you specify for the on or offboarding.
Check out this release video to learn more.
At the end of a support session with Electric, once we’ve resolved your issue or request, you may have noticed a one-question survey pop up simply asking “How did we do?”. While this survey may seem insignificant to users, we take their feedback very seriously. Not only are we utilizing this user satisfaction feedback to constantly improve our processes, but we also make that data visible to our Turbine admins. It’s important to us that there’s transparency around your users’ experience, right in your account.
These surveys are now no longer just presented to users who chat Electric with their requests or issues ad hoc, but also to users who have scheduled a troubleshooting or provisioning session with Electric. This way we can collect feedback from your users across their engagement with Electric & provide a continuously improving user experience.
Okta users: you asked and we listened! This quarter, we’ll be working on integrating Okta into Turbine On/offboarding forms. This means, when making these requests, you’ll no longer have to remember the names of the Okta groups you want them added to. Instead, they’ll be presented to you in a dropdown list, all powered by an integration with your Okta account.
In an effort to improve your experience with our Procurement & Provisioning services, we took a look at where we could improve the backend management of these requests. We identified several key areas where we could improve how these tickets are documented and routed to our agents, reducing the need for back and forth communication, technician error, and will ultimately improve your experience – especially through request notifications.
While this will not change how you make these requests, you will experience improved engagement with our hardware lab team and near real-time task notification related to your requests.
For those of our customers going through Implementation, you will now have visibility into your Device Inventory to see what percentages of devices are enrolled in MDM vs. not, even before you “go live” with Electric. While your implementation specialist is always on hand to answer questions and guide you through the process, you will no longer need to rely on them as a middleman for this information. Simply log in to Turbine and check the data in real-time via the Device Management Page.
For our customers using Microsoft Teams, you’ll now have access to our Automated Approvals functionality. No more back and forth communication with an agent over chat. Simply receive the automated request notification and approve or deny your user’s IT requests in one click. It’s that simple!
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.