October 31st, 2021 Read Time: 6 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 November & December of 2021.
Exciting news! Electric now has a fully-fledged device storage service. In October, we launched a new device inventory functionality that allows you to see all of your devices currently in inventory, in addition to those currently being used. Now, as of November 1st, 2021, Electric is proud to offer device storage in our HQ for all Electric customers! Ditch the IT closet or stop storing devices in an employee’s home. Learn more about this service and how to add it to your Electric subscription below.
In addition to providing this new service line, we continue to automate and improve your experience with our employee on & offboarding request process in Turbine. You’ve given us some incredible feedback around your customization and visibility needs related to on & offboarding. We’ll the time has come! In November we’ll be launching a sleek new redesign of our on and offboarding forms that includes functionality based on your feedback. This includes a brand new task list at the end of each request which summarizes all the work Electric will complete on your behalf. Stay tuned for this release!
We are thrilled to announce that beginning in November we will be able to offer our customers device storage services. Ditch the IT closet and let Electric store your devices for you. Eliminate worry about making space in your HQ (or an employee’s home…yikes!) and handling logistics around shipping to local or remote employees. With device storage through Electric, we’ll handle secure storage along with the other procurement, provisioning, and shipping services we already provide you with today. As well, you’ll have full visibility into your stored devices, directly in Turbine! Interested in learning more? Contact your CSM or email email@example.com .
Automation of Your GSuite Offboarding Tasks
Back in July we kicked off our first SaaS integrations with Google to ensure that any GSuite related onboarding tasks were automated. Well, now we’ve done the same for GSuite related offboarding tasks! You’ll immediately see the benefits when you go to submit an offboarding request. GSuite related questions will be auto-populated with answers that pull from your GSuite account. No guessing or hunting down info required. From there, at the day and time you specify, the departing user’s accounts will be locked and de-provisioned, data will be transferred to your specified location, and an auto-response message will be set live for their email. Offboarding, now made simpler.
When it comes to onboarding and offboarding requests, we’ve heard your call for enhanced status visibility. As well, we understand that no two onboardings or offboardings are the same and that each may require a custom task or two associated. So in October, we are making some vast improvements to our on/offboarding experience within Turbine – both through a redesign of the request forms and the addition of enhanced task-level visibility. Here’s what you can expect:
On/offboarding Page Will Now Be Your People Page – For now, this name transition is the only change to this page. All of the functionality, including starting a request and reviewing request history, will remain the same. However, we have big plans for this page including allowing you to take actions in Turbine by a user (ex. device assignment), on top of checking the status of their on/offboarding. Transitioning the focus of this page from just on/offboarding to more universal IT management by user is the first step.
More granular progress insights – We want to make onboarding and offboarding request status less of a black box. So we will be adding a new status page as the last step of each request that rounds up all tasks so they can be viewed in a single view before submitting. As well, we have an advanced “view progress” page for each open request. It’s great to have a percentage complete but what does that mean? Well, now you can click in to get more granular and view the stats of each task.
New design and flexibility in the request form – When submitting a request you will notice that our forms have a sleek new look and feel. This facelift is not cosmetic, its intended to make the request process more intuitive and easier to complete. We’re also going to increase the flexibility of the request creation process by allowing you to add and remove tasks from each request. As well, we will have additional customized questions unique to each SaaS application that ensure that account creation is unique to each user. Finally, we will be adding a section to the request form for additional hardware instructions, allowing you to customize the provisioning and procurement components of your requests.
Because we interact with your end-users daily, their feedback is a key gauge of and means to continuously improve our service. The more feedback they provide, the better we can become at serving your organization. In an effort to increase user engagement with our one-question support feedback surveys (displayed in chat at the end of each support interaction), we are reducing the number of response options from 5 to 3. In doing so, we expect to see a 10% – 20% increase in response rate. A benefit not only to Electric but to those of you conveying your Electric ROI internally.
As this change rolls out, we’ll be sharing a more detailed article on how this will change the CSAT data currently displayed on the Requests Page of your Turbine account.
Your IT Scorecard is only as powerful as the data it provides. Data that is powered by authentication of your GSuite and O365 licenses. Today, the process of authenticating these licenses is handled by our team of IT specialists on your behalf. But soon you’ll be able to authenticate these licenses yourself directly in Turbine, another way we are putting the power of IT management right at your fingertips. No need to wait on a technician.
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.