Blogs
Attaining a Security SPD
In the second article in our Security SPD series, Michael Brooke offers tips to help partners gain the insight track from start to finish.
Elevate customer service and satisfaction
A well-oiled helpdesk isn’t just the first line of defence when things go wrong, it’s the cornerstone of exceptional service delivery and a rich source of operational insight.
The benefits are many, yet helpdesks require robust infrastructure, tools and processes to handle diverse client needs and scale.
Many partners wrestle with how to achieve the balance between investing in growth and controlling helpdesk overheads.
Crayon’s Support as a Service is an effective way to achieve both, without compromising on the support standards your customers expect.
What we do
Cost Efficiency
Reduce operational costs and control your head hour burn rate by leveraging shared resources and economies of scale.
Service Scalability
Ramp up and scale back as workloads require, without heavy investment in additional infrastructure.
Operational Flexibility
Adapt quickly to changing customer needs and demands. Ensure sustained agility and responsiveness in service delivery.
Insight
SLA driven reporting for increased accuracy and timeliness. Optimise service performance and customer outcomes.
A white-label helpdesk, delivering white-glove support standards
Did you know the Crayon Support Services team currently provides support for over 3,000 CSP seats worldwide?
Our partners have unique access to this expertise, via our white-label Support as a Service offering.
Engaging our certified helpdesk agents for first level technical responses is a cost-effective way for partners to scale existing services, or to introduce a new revenue stream without the operational overheads.
Crayon Support as a Service is more than an outsourcing agreement. It is a strategic partnership aimed at fortifying your service portfolio, delivering quality helpdesk operations and achieving client satisfaction levels that drive competitive differentiation.
By leveraging our region wide capabilities, partners gain access to scalable, expertly managed helpdesk solutions that flexibly adapt to client needs and fluctuating support demands.
The benefits are evident in the number of extra project and advisory hours we can bill each month, which increased by around 25%.
Daniel Wojcik, Founder, Codux
Benefits and Outcomes
Highly responsive agents
Build your reputation for customer service excellence
50% of calls answered in under 30 seconds
90% of calls answered in under 48 seconds
90% customer satisfaction rating with support services
Great customer experience
Add 24/7 remote support capability to your offerings
Multi-channel, multi-lingual support
Faster ticket resolution
Enhanced customer satisfaction
Focus on core objectives
Redeploy internal technical support resource to higher priorities
Clear, enforceable service level expectations
Detailed reports for customer insights
Leverage our scale and vendor partnership status for prioritised escalations
Scale and pay as you go
No upfront fees*
Scale up or down with demand
Offer highly skilled, certified support agents without attracting employee on-costs
(* conditions apply, including minimum seat requirement.)
Microsoft Support
Our white-label Support as a Service offering provides partners with a team of certified Microsoft 365 agents to respond to customer needs for technical support, 24×7, 12×5 or after hours.
We operate a mature service desk using an industry leading ITSM platform to assist your customers via telephone, email, and a dedicated support portal.
Support is provided for:
- Microsoft 365, including MS Office and collaboration tools
- Microsoft SharePoint Online
- Microsoft Azure Active Directory.
Support Packages
24/7 Support
Premium support across email, telephone and support portal, 24x7x365
Designed for customers needing around-the-clock support, working across time zones or non-traditional business hours.
12/5 Support
Multi-channel support Monday to Friday, 8am to 8pm
Designed for customers that only need local country support through the regular working week
14/7 Support
After hours support from 6pm to 8am Monday to Sunday
Designed to extend your existing helpdesk services to provide customers with support outside of standard business hours
Support Extensions
Full stack Microsoft 365 engineering expertise
Engage our Support as a Service offering, and we can offer you skilled engineers across the Microsoft 365 stack. This can shortcut the time spent in vendor operated support queues.
Webinar
Juggling technical resources between high value work and keeping your helpdesk customers satisfied?
Learn how you can do it all, without compromising anything.
Case Study
Support as a Service delivers business growth objectives for Codux
Billable hours increased by 25% with Crayon Support-as-a-Service
FAQs
Designed for partners with customers needing around-the-clock support, working across time zones or with staff working non-traditional business hours.
- Premium Email, telephone and support portal 24×7 365 days a year
- Mature service desk (ITIL) capability
- Support Agents, qualified O365 / M365 specialists providing highest quality fault finding and diagnostics for all Office 365
- Remote Support Capacity
- Multilingual Support – English, Thai, Indonesian, Malay, Sinhala and Korean
12×5 Weekdays
Designed for partners with customers who only need support for domestic teams on through the regular working week.
- Extended work-day hours coverage 8am to 8pm
- Cost effective email, telephone and support portal for normal
- business hours
- Mature service desk (ITIL) capability
14 x 7 After Hours
Designed to extend existing support service offerings of partners to provide end-customer users with support outside of standard business hours.
- 6pm to 8am Mon – Sunday.
- After Hours Email, telephone and support portal
- Mature service desk (ITIL) capability
- Support Agents, qualified O365 / M365 specialists providing highest quality fault finding and diagnostics for all Office 365
- Remote Support Capacity
Set up a time to discuss Crayon Services
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