June 30th, 2021 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 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 July & August of 2021.
This month we transitioned our focus to a highly requested feature that will empower our customers to take action directly on their devices through Turbine - specifically the ability to lock and unlock them. In the event of a lost device or unexpected employee departure, every second counts when it comes to the security of your company hardware and data. While we are always just a chat away, we know there are moments when you want to be in control of managing your IT.
This functionality is just a taste of what's to come. Over the next year, we’ll be releasing a variety of different functionality that will allow you to seamlessly take actions across your IT environment, all from Turbine. Stay tuned to these monthly product release updates for more details.
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. Have an unexpected employee departure? Employee accidentally leave their device in a car or on a plane? No need to chat Electric. Lock the device directly in Turbine in a matter of seconds. And, when you are ready to unlock it. You’ll have the same control.
Check out this release videoto learn more.
In May we transitioned our real-time support back-end & email-based support to a best-in-class ticket routing system, Kustomer. While, this will not change how you or your users receive support from Electric, 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.
Before passing this experience on to you, we wanted to test the transition for ourselves. So, all of June, we’ve been routing our own helpdesk tickets through this new system and the test was extremely successful. So, beginning in July, we’ll be transitioning you our customers onto this system.
There is nothing your team needs to do or change about how they engage with Electric. Be on the lookout for comms with more information on when your team will be transitioned and what you can expect.
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, 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 or Okta account.
And while on the subject of integration -- Okta users: you asked and we listened! In June, we’ll be working on integrating Okta onto Turbine Onboarding forms. This means, when setting up users, you’ll no longer have to type out the groups you want them added to. Instead, they’ll be integrated into Turbine, and you’ll only need to select them from a dropdown.
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. Here are just a few updates to get excited about in the coming months:
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.
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.