Vapour Cloud has brought its service and support in-house, following a five-figure investment in a new service desk, six months of planning and two months of beta testing.
Having previously used a variety of external support systems, the company decided to establish its own capability to improve the consistency of its technical service infrastructure.
Vapour cloud services director Steve Dempsey said: “All incoming client support calls and emails now come into one central internal system and are picked up by a single dedicated team. We haven’t just invested heavily in our technical capabilities; we’ve reallocated internal resources and recruited more cloud and customer service experts, too, in order to staff the six-strong desk effectively. The result is a more streamlined, efficient and dependable approach to customer service, which ultimately relies on strong, clear lines of communication.”