November 2022 Product Release Update

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 December & early 2023. 

In October we kicked off our Eight Weeks of IT Magic, which includes a product release (or two) PER WEEK between our Elevate Conference and the end of the year. So, it comes as no surprise that November was an action-packed month with a flurry of exciting releases. 

This included the launch of our Electric User Hub, your IT support portal, which allows your employees to either submit a ticket or start a live chat with an agent. As well, we introduced 24/5 support for all customers, announced our partnership with UPS to offer QR code returns for devices, and launched our brand new Malwarebytes Dashboard, allowing customers to see exactly what threats Electric has blocked or mitigated for their business. 

Learn more about these new product and service offerings + what’s to come later this year, below. 

Released This Month

Electric User Hub 

On Oct 27th, at our Annual Conference, Elevate, we launched our brand new IT support offering, the Electric User Hub. This offers your employees a brand new way to engage with Electric’s IT support, allowing them to choose how they want to receive support, either submit a ticket OR start a chat with one of our IT specialists.  

The Electric User Hub is now your go-to resource for all IT support needs. Need a password reset? Want to request a new mouse? Skip the back and forth with an agent. Simply submit your request directly in the User Hub and get back to work. Have a request that requires more real-time support, click the “I want to chat with an agent button”. Customers from our alpha launch saw an average of 30% reduction on their time to resolution for tickets. 

This is now available for all Core Package Customers and will be made available to Basic Package Customers in December. Check it out. 

24/5 Support for all Customers 

With the launch of our enhanced pricing packages, we included the addition of 24/5 support, Monday – Friday, for all customers at no additional cost. Now, regardless of when your employees need support throughout the work week, they’ll be able to reach out to Electric. 

Returning Your Device via a UPS QR Code 

Returning devices will now be as simple as scan, drop, and go. Users that need to return their devices will be sent a QR code which they can then take to the UPS location of their choice. From there, simply scan the code and hand over the device. UPS will handle the packaging and shipment from there. 

We are thrilled to be partnering with UPS to provide you with this service. This will be available to a select group of beta customers in October. It will then be available to all customers in November. 

Malwarebytes Insights Dashboard 

For those customers who’ve purchased Malwarebytes with Electric, you’ll now be able to see how this software is working for you. Malwarebytes is regularly monitoring for malware threats that might compromise your devices, putting your critical company and customer data at risk. This dashboard will show you all of the threats against your devices and remediations we’ve made, as well as the trends across devices. You’ll be able to easily see which devices are at higher risk and be able to easily take action. 

This will be available to customers beginning in November. Not yet using Malwarebytes to protect your devices against malware threats? Reach out to your customer success manager or contact us at accountmanagers@electric.ai. 

Upcoming Releases

Employee Profiles 

Today you can set employee attributes (exp. Title, manager, device) at the time of their onboarding. But, what if their title changes? Or, they get a new manager? 

Introducing, Employee Profiles, your new employee-centric view where you can easily configure and change these settings, whenever you need to. This view will be accessible via the People Page within your Electric Account. Simply click on the name of an employee and you’ll be shown their Employee Profile. 

The initial launch will include fields for their department, title, employment status, manager, location, Electric role type, and device. In the future, this will expand to include additional fields such as applications, permissions, and more. 

Enhanced Device Procurement 

Today the device selection process can feel a bit daunting. You have to search through a massive device catalog for the serial number of the device you’d like to procure. And, sometimes you are just looking for guidance around what devices would work best for your business. We’ll come 2023, this process is going to become much simpler. 

In late December/ early January, we’ll be launching a brand new approach to device selection within the onboarding workflow. When starting a new onboarding request, you’ll be served tiered device bundles to select from with PC and Mac offerings. These new bundles are powered by our partnerships with best-in-class device manufacturers Apple, HP, Dell, and Lenovo. 

Once launched, we’ll then be turning our attention toward the creation of a device storefront where you can purchase devices at any time, not just through an onboarding request. 

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.