Exciting Changes & Service Delivery Improvement Efforts

At Anchor we are always looking for ways to improve our service delivery. Throughout the second half of the year we’ve undergone some changes and set big goals for ourselves as we finish out 2015. On the Service Desk, we’ve created a Rapid Response Technician role that we are hiring for currently. Our goal is to have a resource answer our support phone line live as much as possible and resolve quick fix ticket items such as password resets and information requests. While we almost always get to these types of requests well ahead of guaranteed response times, we’d like to resolve them even faster and on the first phone call, getting you back to work quicker.

On our Server Management team, we’ve added a new resource who starts November 1st, and with that we are creating a Network Administrator role. While all of our engineers need to be familiar with your network, we will designate one resource from our Server Management team to be your Network Administrator and this engineer will “own the technical environment.” Their job will be to spend more time proactively ensuring your network is up to best practices standards, and looking for ways to reduce reactive tickets, providing you with more uptime and productivity.

Lastly, we’ve added a second vCIO (Virtual Chief Information Officer) resource to our team. After creating this position exactly one year ago, we’ve realized there is a huge need and demand for this role from our clients. This role owns the business relationship with you, and provides you with the counsel on how to use technology to meet your business needs. They’ll work closely with the Network Admin team to ensure you have the right infrastructure in place to achieve your business objectives through use of technology.

Anytime you undergo big changes and new initiatives in business there are hiccups along the way. We appreciate your grace and patience as we work through these processes and iron them out. Everything we are doing through the rest of the year is to improve our service delivery to you, our valued clients. As your technology partner, our team is focused on delivering exceptional customer service and pleasing our clients. It’s going to be an exciting 4th Quarter. Thank you for your patience as we strive to go to the next level!