Company News
A Better Support Experience Is Coming
We’re upgrading the way we support you. A new client Support Center and better tools behind the scenes mean faster answers, fewer repeat problems, and always knowing where your request stands.
When something stops working, you want two things: to reach someone who knows your business, and to know it’s being handled. Over the next few weeks we’re rolling out a new client Support Center, along with upgraded tools behind the scenes, to do both better than ever.
How This Helps You
- See Where Things Stand
Check the status of any request, any time of day, without waiting on a callback.
- Nothing Slips Through
Every call, email and request is logged and tracked until it’s resolved.
- Faster Answers
Requests go straight to the right person on our team, with the details they need up front.
- Your History in One Place
Past tickets, quotes and requests are all together, so nothing has to be explained twice.
- Approve Quotes Online
Decision makers can review and sign quotes right from the Support Center.
- Secure by Design
Sign-in is protected with multi-factor authentication, because your requests can include sensitive details.
Request What Your Team Needs
Some of the most common things you ask us for now have their own simple request forms. Fill in a few details, and we have everything we need to get started, with no back-and-forth.
- Onboard a New Employee
Tell us who’s starting and when. We’ll set up their email, accounts, computer and phone so they’re ready on day one.
- Offboard an Employee
When someone leaves, we’ll shut off their access, protect company data, forward their email and collect their equipment.
- Request Hardware
New computers, monitors, printers, phones and accessories. We’ll recommend the right fit and send you a quote.
- Request Software
Microsoft 365 licenses, new apps and upgrades, installed and set up for the people who need them.
Every request is tracked from start to finish, so you can see exactly where it stands, and nothing gets forgotten when someone joins or leaves your team.
How It Helps Us Help You
Most of the improvements are ones you’ll feel more than see. Our new tools give our whole team a shared view of your business:
- Whoever picks up knows your setup. Your computers, network and past fixes are in front of us, so you get the same answer no matter who you talk to.
- We catch problems early. Alerts from your computers flow into the same system, so we can often fix things before you notice them.
- We fix the root cause. When the same issue keeps coming back, we’ll see the pattern and fix it for good instead of patching it again.
- We hold ourselves accountable. We track how quickly we respond and resolve every request, so we can keep getting better.
- Less time on paperwork. Quotes, time and billing live in one place, which means more of our time goes to you.
What Isn’t Changing
- The ThinkEzIT icon on your computer still works. Click it and submit a request, no sign-in needed.
- You can still email us at [email protected].
- You can still call us. If your office is down or you can’t work, don’t wait on a ticket. Call 717-977-5730.
- The same local team. The same people you know, right here in Chambersburg.
What Happens Next
There’s nothing you need to do today. When the Support Center opens for your business, we’ll send you an email with a link and simple steps to get signed in. It takes about five minutes. After that, we’ll keep adding features like live chat with our team and quick feedback on every ticket.
Thank you for trusting us with your technology. We’re making these changes to give you a better experience, and we’d love to hear what you think.
Questions About the Change?
We’re happy to walk you through it. Give us a call or book a quick meeting.