The 4 Ps
WE DO THINGS DIFFERENTLY HERE AT SUPREME.
PROACTIVE HELPDESK
We do things differently here at Supreme.
For us success is not about how much money we make but more about how we can make our clients more profitable using technology.
It is about seeing things from your point of view – how IT impacts your business. This allows us to ensure that the services we provide are very much aligned to how you work and to your goals and aspirations.
Our clients (along with our suppliers and team members) are key stakeholders in our business. Our relationship with every client is governed by the 4Ps – a principle we employ to ensure we are always able to provide the best possible service.
Proactive Helpdesk
Our helpdesk team will proactively resolve all support tickets in an open, honest and professional manner.
For the year ending December 2015 helpdesk results were as follows:
- 19% of resolved tickets classified as non-logged issue (these are faults we resolve without you becoming aware of them)
- Average response time to all tickets logged were under 10 minutes
- 98% of all tickets to helpdesk resolved within agreed SLAs
- 89% of helpdesk tickets were resolved remotely
- 99.99% customer up-time
Proactive Account Management
When you become a client, you are assigned your own dedicated Account Manager – your ambassador in our team. Your Account Manager will proactively act in your best interest to ensure that the services we deliver continue to meet your expectations.
Your account manager amongst other things will:
- Proactively match and recommend the right technology for your business
- Provide you with a forecast of costs which will allow you to budget for your IT expenditure
- Advice and Assist with growth and expansion plans
- Manage third party relationships so you have a single contact for all IT and IT related queries
Proactive Systems Monitoring
We don’t just monitor your systems – our network monitoring tools provide us with a 24/7, 360° overview of your IT infrastructure.
Amongst other things, this allows us to:
- Proactively fix issues before they become a problem (i.e. backups failing)
- Warn you of any possible productivity bottlenecks (i.e. running out of memory space)
- Conduct regular systems MOT and Health checks
- Let you know when you need to replace your print cartridges!
Proactive Solutions Matching
We want to only recommend technology that helps our clients become more productive – and in turn much more profitable. Our team are continually trained on the latest technologies and we have partnered with leading vendors such as Microsoft, Google, Cisco, Citrix and VMware to ensure we are the first to find out about their newest offerings.
Amongst other things, this allows us to:
- Future proof your IT Infrastructure by putting in place technology that will not become obsolete in a short period.
- Match the most cost effective solution to your operational headache
- Provide or recommend the right training for you and your team
It’s all about Proactivity…
For us success is not about how much money we make but more about how we can make our clients more profitable using technology.
It is about seeing things from your point of view – how IT impacts your business. This allows us to ensure that the services we provide are very much aligned to how you work and to your goals and aspirations.
Our clients are key stakeholders in our business. Our relationship with every client is governed by the 4P Promise – a principle we employ to ensure we are always able to provide the best possible service.
Promise 1 – Proactive Helpdesk
Our helpdesk team will proactively resolve all support tickets in an open, honest and professional manner.
For the year ending December 2018 helpdesk results were as follows:
Promise 2 – Proactive Account Management
When you become a client, you are assigned your own dedicated Account Manager – your ambassador in our team.
Your account manager amongst other things will:
Promise 3 – Proactive Systems Monitoring
We don’t just monitor your systems – our network monitoring tools provide us with a 24/7, 360° overview of your IT infrastructure.
Amongst other things, this allows us to:
Promise 4 – Proactive Solutions Matching
We want to only recommend technology that helps our clients become more productive – and in turn much more profitable.
Amongst other things, this allows us to: