Vienna, February 2024
inform extends IT service desk availability times 🚀
Long opening hours, different IT systems and service processes are circumstances that can present a hurdle for businesses with weekend or evening/night opening hours in the event of technical disruptions. IT service provider inform, which has been serving the retail sector for more than 40 years, recognises the delicate importance of a flawlessly functioning IT infrastructure in order to maintain time-critical business processes during and after opening hours and is expanding its availability offering.
“inform has recently started offering an extended service desk in the event of a fault,” explains Managing Director Stefanie Kern. “This is our response to market requirements and we are interested in being open to other sectors and target groups. This gives our 1st and 2nd level support offering a new dimension. Extended opening hours have prompted us to rethink our approach. As a result, we can now also offer our comprehensive IT services to petrol stations and restaurants, for example, in addition to the traditional stationary retail sector.” – Kern continues.
Questions such as “Where do I turn to”, “Am I already outside of hotline availability times and therefore cannot report my technical problem” are now a thing of the past. Once the technical fault has been reported by telephone, the customer no longer needs to do anything – inform takes care of everything else as the central fault reception centre. This can mean anything from recording the call with in-depth coordination processes to triggering the deployment of a technician within contractually agreed time frames or, ideally, immediate rectification by telephone. If issues are complex, the call is registered and forwarded accordingly in order to find a satisfactory solution for the customer within a few hours. The IT service provider can also be reached via the call centre between 20:00 and 07:00. During this time, faults are always recorded so that they can be processed in the following morning hours.
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The article was also published via Medianet.