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Global Service Alert

Published: 03/31/2020 09:15 EST

[Operational Update] Dataprise Response to COVID-19

Like all of you, the entire Dataprise team has been working hard and under difficult circumstances during the COVID-19 outbreak. Our 300 technical professionals continue to work long hours remotely and over secure connections to ensure that your IT remains available for you and your employees.

 

Here is a quick snapshot of what we’ve accomplished Dataprise-wide in March for our user base:

 

I’m pleased to report that we’ve been able to manage an over 80% same-day close rate for all inbound requests during March as well.

 

Starting on April 1st and barring any new developments from the COVID-19 crisis, we are reinstating all Service Level Agreements (SLA) throughout our client base.

 

During April, we ask that you please continue to communicate with your employees the importance of utilizing our Technical Engineering Center (TEC) primarily for mission-critical requests. While we will continue to accept all support requests, our priority for April will remain on mission-critical issues.

 

Tips and Techniques for Faster Service from Dataprise

Please share with your employees the following tips to receive faster service from our technology teams during this crisis (for quick access, you can also download these tips and techniques here:

 

  1. When utilizing support@dataprise.com, contact us from a known email – In most cases, we’ve pre-loaded your employee’s contact information into our system. Therefore, it is important your employees utilize a known email address when contacting us so that when a ticket is created it is immediately matched to your organization and forwarded to the correct resolution team. For example, use david(@)dataprise.com and not david(@)gmail.com wherever possible.

 

  1. When calling us directly, use your assigned dedicated dial-in number – Most clients have been provided a dedicated inward dial (DID) phone number. Your employees should be utilizing this number when calling, wherever possible. Your DID is automatically connected to your dedicated resolution team.

 

  1. Don’t wait on hold, use our callback and V2T service – When dialing into our TEC, we offer all employees an automated callback service, as well as our unique Voicemail-to-Ticket (V2T) service. There is no reason to stay on hold; utilizing either of these services is guaranteed to preserve the caller’s place in line. We’ve modified our phone systems to prioritize the callback and V2T system with the same priority as waiting on hold.

 

  1. Update user profiles for faster service – Your staff can be guided to our automated TEChy support bot to 1) enter new electronic tickets, 2) check status on previously entered tickets, and 3) update their user profiles with correct contact mobile phone numbers where necessary. TEChy can be accessed now at https://www.dataprise.com/clientcenter.

 

If you have any questions, please reach out to your Account Manager (AM) or Service Delivery Manager (SDM). They are best-positioned to answer all of your questions regarding our latest response to the COVID-19 outbreak. Please do not contact the TEC as we need them to remain focused on resolving your support requests.

 

Sincerely,

 

David E. Eisner, Chief Executive Officer



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