Our Services - Tier One Support

Netfor’s offering is ideal for helping your technology team create a 24/7 support model fast.

We shine when the heat is on and the timeline is tight – just like you. We have been recognized as a support leader, drink the ITIL kool-aid and foster a client satisfaction rate of 98.9%. Let’s talk about where our support ends and yours begins and how, together, we can create meaningful customer experiences.

Let us do all of the heavy lifting while you focus on your core line of business. Learn more about our offerings and how we’ll exceed the industry’s and your standards to deliver world-class support with top notch technology.

Why do you need a Service Desk?
  • You need a single place for all IT requests within your company
  • You want to analyze your IT trends and use that data to make better decision
  • You want help prioritizing your IT tasks and support for closing tickets
  • You need to prove your IT value within the company by showing regular results 
  • Your internal team is too busy with the daily fires to handle strategic initiatives 
 
What makes Netfor different? 
  • We can customize your desk for any service need – one popular right now is the cloud
  • We drink the ITIL Kool-Aid and have an entire crew with certs and seasoned experience
  • Our platform and dashboards give you full transparency into your world when it’s convenient for you
  • Our client success approach to service makes us easy and delightful to work with
  • We’ve been told our Knowledge know-how is the best in the business
  • We’re convenient – 24/7 or only afterhours and weekends – you pick what works for you
  • Excel in both technology and customer service support calls
 
Netfor by the numbers: 
  • 3 ways to use our services:  Chat, Email or Phone in support
  • We handle over 80,000 calls per month and can scale at any moment
  • For over 23 years we have provided this tier one service and fine-tuned all the rough edges
  • Average customer satisfaction = 98.3%, First Call Resolutions = 95.2%
  • Tier one, help desk and deskside services
  • U.S.-based agents in the heart of the Midwest
  • 24 x 7 availability, 365 days a year. Use us during business hours and beyond
  • Dedicated call management system for you and your team(s)
  • A live person is always addressing your needs, each and every ticket
  • A sophisticated platform can be included in our service
  • ITSM and ITIL based frameworks

Most of us work in an industry that can be boiled down to the nuts and bolts of a definition. It’s in the execution of that service that the house of cards can come tumbling down. Understanding the value of outsourcing to the Netfor Service Desk means you believe you need to hire the best company, with the best team, to deliver the best practices, for the best technical and customer experience. Yes, we use the best word a lot in our world because it’s a driving force for how and what we do. At your core, you understand our mission to deliver the ART and Science of the customer experience and, together, we create a win-win-win for your employees and end users.

Our tier one team embraces Netfor values every day:

  • We value the conversation
  • We bring our passion to work
  • We value knowledge and consistency
  • We embrace challenges
  • We value being exceptional

Oh yeah, this is so cliché and we wouldn’t even bring it up except for the fact that we witness this chaos every week. We all say we want to focus on our strengths and then we go back to our desk and immediately fall into habits and tasks because work has to get done. Allow yourself to pause and question what you could remove from your plate to allow yourself and your team to focus on areas of strength. Do you simply need to adjust key habits or do you need to remove business projects? If you’re managing your service desk and you don’t believe it’s your strength and your company’s core competency, it’s a good idea to examine how you can outsource to have your team bring more value to the company.

Netfor helps you get back to your strengths. 

Built into our best practices is a service improvement model that allows us and the teams we serve to continually get better. Using data and ITILâ methods to reduce your support costs, accelerate response times, improve service satisfaction, improve existing processes, and exceeding first call resolutions, means your entire company is getting better while offering an exceptional client experience. Partnering with Netfor means someone always has your back and is continually doing your homework to advise on proven ways to increase your productivity and service levels. With our shared services model, it will always cost less and be more effective to let us run your service desk. Yes, always.

Collaborating with Netfor means constant improvement. 

"Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer."
Steve Curtin, author of "Delight Your Customers"

It's time to improve your customer's experience.

Let's Start a Project Together

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