Archive: Sep 2016

  1. Where Is My Tech?

    Leave a Comment

    Where Is My Tech?

    comupter-concern0010

    The situation is familiar; someone in the office says, “We’ve got a computer problem, call support.” You then call your support company and ask for Bob, because Bob was the technician that fixed your last problem. The voice on the other end of the phone says, “Bob is not available, let me put a ticket in the system and the next available technician will help you.”

    You say, “No, I’ll wait for Bob.” However, Bob does not return your call. You start to believe your support needs are being ignored, and frustration grows.

    There are many reasons why Bob did not call you, and it’s not as simple as Bob’s availability. Here’s a little background:

    polkadots

    Why Bob Isn’t Calling You Back (And It’s Not the Reason You Think!)

    Your support provider works with many companies, and typically uses a ticketing system to keep track of what needs to be done. This ticketing system keeps track of who called, when they called, and what problem they’re having. A best practice in the support business is that if it’s not in a ticket, then it did not happen. This philosophy is necessary due to the wide range of problems and the number of different clients that call in on a given day.

    The fact of the matter is that Bob works with more than one client. When you call, there is a good chance Bob is already busy assisting someone who called before you. Since you said you would wait for Bob, there is a possibility that Bob doesn’t even know to call you.

    And, as much as he might deny it, Bob is mortal. Bob gets sick. Bob takes vacation. Sometimes, Bob even finds a new job. In short, Bob is not what you’re paying your support company for.

    When you contract a support company, you are contracting a group of technicians with a wide variety of knowledge and experience. For example, sometimes Amanda knows things that Bob doesn’t. It is mutually beneficial to work with and develop relationships with different technicians at your support company, for those times when Bob might be sick or on vacation. That way, Amanda can jump right in and is already familiar with your unique setup.

    In order for the team at Computer Concern to serve you in the most efficient way possible, please follow the support channels below.

    polkadots

    Need Help?

    Office Phone Number: (480) 921-9044, ext. 1 for Support
    Email Support Request: http://cciaz.com/support-request/
    Customer Web Portal: https://na.myconnectwise.net/cciaz
    (User login set up by CCI at user’s request)
    After Hours Support: (480) 921-9044 ext. 1129

  2. September Newsletter 2016

    Leave a Comment

    comupter-concern0006_bw_cropped

    September Newsletter

    Check Out Our Brand New Website!

    Computer Concern is pleased to announce the launch of our brand new website! It has been revamped and is now more user friendly and informative. We encourage you to take a look to see what is new in the areas of Managed Services, Infrastructure as a Service, Advanced Threat Protection, VOIP, Cloud Services and more.

    New on the site:

    – Enhanced Support area

    – Links for online payments and the Customer Web Portal.

    Our brand new website is live, and you can check it out here:

    http://www.computerconcern.com

    Pay Your Bills Online!

    In our new Payment Portal, you are able to:

    – View and print your current invoices

    – Comment or ask questions on invoices

    – Pay your invoices by e-check or credit card

    – Access invoice history and payment history

    – Schedule future payments

    And most importantly…

    – Set up AutoPay for monthly services

    The Payment Portal website is:

    http://cciaz.connectboosteronline.com

    Email accounting@cciaz.com to receive your login credentials.

    (Or click Request Access on the login page.)

    Get started today!

    Get the Support You Need…and Fast!

    There are a few different ways to get in touch with us for support:

    Phone: (480) 921-9044, Ext. 1 for Support

    Email: support@cciaz.com

    (Include technical issue & primary contact in the email)

    Customer Web Portal (Use to create/view tickets. Login set up at user’s request): https://na.myconnectwise.net/cciaz

    After Hours Support: (480) 921-9044 Ext. 1129

  3. Pay Your Bills Online With Our New Payment Portal

    Leave a Comment

    ccivnclogo

    Introducing our new online Payment Portal, where you may view past and present invoices, check your open balance, ask questions, and make payments any time.

    In the Payment Portal, you are able to:

    • View and print your current invoices
    • Comment or ask questions on invoices
    • Pay your invoices by e-check or credit card
    • Access invoice history and payment history
    • Schedule future payments

    And most importantly…

    • Set up AutoPay for monthly services

    We really hope that you check out the Payment Portal, and take advantage of this new and improved way of paying your invoices.

    The Payment Portal website is:

    http://cciaz.connectboosteronline.com

    Email accounting@cciaz.com to receive your login information, or you may also click Request Access on the login page.

  4. New Fax Number

    Leave a Comment

    we-switched

    Please update your records to reflect our new fax number: (480) 436-6559.

    As of 10/31/16, our old fax number ending in 7168 will no longer work.

    Thank you,

    The Accounting Department
    (480) 921-9044
    accounting@cciaz.com