The customer is king \u2014 that\u2019s the credo of many companies. At Retarus, our philosophy is “customer first”. And when it comes to IT Support and Operations, there are numerous challenges to be mastered.<\/p>\n\n\n\n
It starts as early as IT Support, which at Retarus is part of IT Delivery. Many existing customers don\u2019t keep the details of our services’ implementation top of mind \u2014 once they have been set up correctly, ongoing maintenance is minimal. Years later, however, a problem can arise and colleagues originally involved in the implementation may no longer be working at the company.<\/p>\n\n\n\n
This makes it all the more important to have professional support technicians who can steer the customer in the right direction by asking specific questions right from the start. Retarus Support employs only “Retarians” \u2014 in-house employees, not external service providers \u2014 at the various levels and in numerous locations. It’s the only way to ensure that the customer is in good hands from the very beginning. Furthermore, any queries that could arise are able to be quickly resolved and with the highest level of quality.<\/p>\n\n\n\n
If a request is too complex for the regular support team to resolve, many companies begin a nerve-wracking game of ping pong: sending internal queries from service experts\/IT operations (ITO) to support, then to the customer, and often with lots of back and forth. This process may go quickly because a service level agreement (SLA) is in place, but it is often very stressful for the customer and doesn\u2019t increase employee satisfaction.<\/p>\n\n\n\n
To answer these types of complex customer queries not only quickly, but also as competently as possible, Retarus IT has a special department that acts as the link between the regular support team and IT operations.<\/p>\n\n\n\n