How Collabrance Tiered Technicians and Service Providers escalate Service Desk tickets.
Collabrance is completely white labeled. End Users can contact the Service Desk via telephone, email or chat. When your customer calls our 800 number, our goal is to answer the phone in 2 rings or less where they will be greeted by a friendly technician. We answer the phone, "Support services, this is [name]. May I have your name and company name? Do you have an existing ticket number or are you calling about a new issue?" From there we work the ticket and dispatch accordingly.
Collabrance does not assign techs to specific Service Providers to ensure every issue is treated in accordance to our Service Level Agreements.
Collabrance is integrated with ConnectWise so Service Providers can securely view customer's tickets in real-time. This integration allows Collabrance and Service Providers to work more efficiently together to resolve a customer's ticket.