As part of our continuing drive to improve our customer service and response, Akita’s IT helpdesk team is adopting a new system to drive faster issue resolution and streamline working.
ConnectWise is a leading software solution for the IT industry, designed to enable helpdesk engineers to manage support requirements more effectively, and access key information linked to IT issues.
Together with other associated systems, ConnectWise will also make accessing historic ticket records easier, allowing both our engineers and account managers to view support requirement trends and determine long-term fixes to reoccurring issues.
Support The Growth Of Our IT Helpdesk
Akita now operates a helpdesk of around 50 engineers and consultants. And this number is growing all the time as customer demand for our services increases.
With staff ranging from seasoned engineers of 20+ years of experience to apprentices, we feel it’s important that knowledge and experience are passed down. While we commit to training our staff, learning by doing is widely considered a better approach.
One of the many benefits of ConnectWise, therefore, is to allow for IT helpdesk staff to learn from previously resolved tickets of a similar kind. By doing so, we’ll be able to resolve issues quicker.
What Will Changes Look Like?
Akita will be adopting ConnectWise in a phased approach. The main difference customers should notice is a progressive improvement in the speed of ticket resolution as we’re able to attribute more historical support records to accounts.
There will also be changes to the look and feel of our customer portal. The end result will be a better overall experience for logging support tickets directly.
Best-In-Class Customer Management
The new ConnectWise system will also link up with Akita’s existing Microsoft Dynamics 365 applications.
We utilise Business Central as an all-in-one business and finance management tool, Dynamics 365 Sales as an advanced customer relationship management solution for new and existing customers, and Dynamics 365 Marketing as a web and email marketing tool.
Our integration work will ensure that our Dynamics 365 modules work seamlessly with ConnectWise, offering an uninterrupted secure flow of data between the applications. This will enable Akita to operate with the best of breed software for every business function.
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