v                  Improve customer satisfaction

v                  Expand the complexity and breadth of your support operation

v                  Focus your internal support staff on core business objectives

v                  Keep your computing environment’s total cost of ownership under control

v                  Access computer support experts that have the specific advanced skills you need

v                  Selectively outsource calls based on your business requirements, user needs, support capabilities, and budget constraints

Single phone number

Offer your users the ability to call one number to have their issues logged, tracked, dispatched and escalated to resolution.  Inlet can set up a dedicated number for your users to call to reach your support center – Inlet’s Virtual Support Center! 

Customized greetings

As part of our partnership, you can be assured services we deliver to your users will be completely transparent.  Through our Telephone system, we will answer callers within 3 rings, greet them with your preferred greeting, and have our analysts validate key information in the user database such as location and phone number.  Should the call need to be rerouted to your staff, we will do so as a ‘warm transfer’.

Front-line support services

Inlet’s objective is to resolve your users problem on the first call.  Our support team has at their disposal a custom built knowledge base, vendor databases and most importantly field experienced team leaders to ensure problems are handled quickly and effectively.

Back-Line support services

Inlet’s roots are in providing telephone support to resolve complex network problems.  Each of our senior technical support engineers brings over 15 years of field support experience to your staff.  Now you get the added advantage of having one point for your field team to call for problem escalation and support – without having to maintain separate support contracts with individual vendors!

World-Wide Web based self-service tools

One of the key benefits of becoming an Inlet Virtual Support Center client is accessing the knowledge base and support resources through the World-Wide Web.  Through a password protected system, your staff can access critical support information from any Web Browser.  Additionally, Inlet provides Web-Based call tracking and reporting services via our call tracking system.

E-Mail and Chat based support 

Often users have questions that are purely informational or are related to non-critical issues.  For those instances, users may opt to use E-Mail or on-line Chat services to get those questions answered.  Our on-line chat room is staffed from 7AM to 7PM Monday to Friday to answer non-critical issues.  E-Mail service is also available Monday – Friday with a guaranteed 24 hour response to requests.

Dispatch capabilities 

Inlet has invested in the systems and software to log, dispatch and track support calls. 

By leveraging our systems, you don’t have to make that investment.  Inlet will ensure your service/support team quickly gets the information they need before they go to users desk.  And if you have an existing system, Inlet will work with your team to integrate our systems. The end result is a seamless interaction with your internal support staff.