When Susan got to the office on Monday morning, she thought it was going to be a good day. She got out of the house early, and someone paid for her coffee. When she sat down at her desk, though, and started her work day, she realized her email wasn't working. Well, that certainly made things harder, but with Evolve's 24/7 managed support, it was up and running again in no time.
What to Do When You Have a Problem
If you have a problem with any software or hardware, you can contact Evolve's managed support, and they'll fix it for you. When you first subscribe to Evolve, you'll get a client ID number, which you'll need when you report a problem (so keep it in a safe place). All your service records are tied to this number so our Service Desk can look up any past issues you've had, address your problems quickly, and give you the best technical support possible. Upon subscribing, you'll receive a toll-free phone number, along with an email address, that you can use to get in touch with our Service Desk.
What Happens After You Talk With Us?
Well, that's when we get to work. After talking with you and getting the details of your problem, we'll create a service ticket, so we can track the progress of the issue. The ticket will have a number that you can use to check the progress of the solution (if we weren't able to fix it during the initial phone call). When we've seen some progress, you'll know, too. We keep you updated with emails when the ticket has been created, updated, and closed.
When you have a problem, we try our hardest to get your hardware or software back up and running. When you first call in with your issue, we have a 75 percent first call resolution rate, meaning there's a good chance we can fix your problem right there and then. We're also proud of our less than four minute average call handle time; when you need a problem resolved fast, you won't be waiting 15 plus minutes to talk to someone first. Because our call handle time is so low, our call abandonment rate is less than five percent.
When you have a technical issue with any of your software or hardware, the Evolve Service Desk is here to assist you. We'll make sure your day isn't wasted waiting for something to be fixed. We're happy when you're happily back at work.