As technology systems become more business critical, partnering with the right IT Support and service desk partner has never been more important.
Businesses need to ensure that their IT systems are proactively monitored and staff’s devices and desktop functions, accessible and latency free.
RealCARE is Aspire’s IT support and service desk product. Delivered by our technically-capable and friendly support staff, RealCARE is available in different packages. All are delivered with outstanding SLAs and available either within core business hours of 7-7pm Mon-Fri or 24/7.
What sets Aspire’s IT support service desk apart from our competitors is our ‘quick fix’ team. Quick Fix are here to take new calls. working on ‘quick wins’ trying to resolve any incident on the first call. They do not have a queue to work on, rather their sole aim is to be available to help our customers maintain their productivity.
In addition to our service desk teams, Aspire has a dedicated service management team. Each RealCARE customer is assigned a dedicated Service Account Managers whose duty it is to manage the relationship with the customer and take ownership of their overall service experience. Their aim is to provide a personalised interface with the primary focus on ensuring that the highest levels of customer satisfaction are achieved and sustained.
‘World class’ service
Finally, Aspire uses the global Net Promoter Score (NPS) metric to help us continually measure our customer service performance, identify and implement improvements. In the past 12 months or NPS score averaged +82, which is deemed world class.