Precision IT Group Sets New Record For the Number of Client Tickets Successfully Handled in a Week

Precision IT Group, one of Inc's 5000's fastest growing companies, successfully handled 1300 notification issues from clients -- more than double than what is received in a typical week.
Dec. 19, 2012 - PRLog -- The week following Super Storm Sandy, Precision IT Group responded to more client issues than any other week in its history. Precision spent more than 32 hours in preparation for the storm, but did not anticipate the flood of more than 1300 notification issues – or “tickets” – that would arise in the following days.  Precision provides  24/7 help desk support and network monitoring to clients and in a typical day handles 100 tickets or approximately 500 a week.

Although Precision’s Manhattan location never lost power from the effects of Sandy, many clients needed assistance setting up stations to work from remote locations, or to activate their disaster recovery plan. Some clients turned up remote servers in Precision’s data center space in Virginia or New Jersey, neither of which was affected by the storm.

“What we experienced with Sandy is a sign of the service revolution. Our goal is to serve clients for life,” said Anthony Butler, Precision IT’s VP of Sales. “The week may have seemed extraordinary, but that’s what we do. Clients need to rely on and trust us, and so we take care of them the same way we take care of ourselves—maybe even better.”
oofj Part of the service revolution in IT is  placing the human element back into  the service model. People want less automation and more engagement with people who care,  and Sandy tested the limit. Precision contacted every single client it works with just to check in and help where possible. For example a couple of days after Sandy, Precision staff helped a client retrieve their servers from a defunct data center without power,  using flashlights and then drove them to their corporate office to get them back on line.
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Tags:Information Technology, Data recovery plan, Cloud Computing, Managed It Services
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