Year-in-Review: Celebrating Achievements and Anticipating the Future 

As we bid farewell to 2023, it’s time to reflect on the milestones that have shaped our journey together and look ahead at the exciting enhancements awaiting us in 2024. This year has been transformative, and we are immensely grateful for the trust you’ve placed in us. Let’s dive into the advancements we’ve made and share a glimpse of the exciting upgrades on the horizon. 

Strengthening the Core 

In July, we embarked on a significant journey by initiating the implementation of our new core service platform. We are committed to enhancing the client experience, and making this change is a big part of that. 

Through this new service platform, we’ve been able to offer a client portal, add to a growing knowledge base, and enhance reporting. Billing is now seamlessly integrated, and invoices are now easier to access. Soon quoting and the access request system will be integrated as well. 

The introduction of a client portal means that individual users can submit and manage tickets seamlessly, ensuring prompt and efficient support whenever needed. Users are also able to stay up-to-date and track the progress of any ongoing projects. 

Elevating User Experience 

We introduced an updated chat feature, designed to elevate your support experience. The new chat allows users to enjoy the benefits of live chat support and receive immediate assistance with just a click. 

Looking ahead, we plan to expand upon the AI-powered solutions, promising not only speed but also precision tailored to your specific requirements. This advancement is geared towards providing 24/7 intelligent assistance, surpassing conventional support mechanisms. Our commitment is to enhance the responsiveness and personalization of your support interactions, ensuring a consistently available and efficient support system. 

Overhauling Monitoring and Management 

We’ve been diligently re-tooling our infrastructure from the ground up. In late Q1, anticipate the replacement of monitoring tools within server environments, followed by a Q2 focus on desktops. Our eyes are set on the future with a comprehensive plan to achieve the “desired state” by Q3. This strategic move aims to introduce more self-healing technologies, ensuring seamless operations and a streamlined onboarding process. 

Fostering Community Engagement through Expertise 

In 2023, we set a goal to grow our online presence so that we could not only reach new audiences but also maintain strong connections with our existing clients. To achieve this, we established a new marketing department dedicated to expanding our brand awareness and fostering a community of like-minded individuals. 

Since this past summer, we’ve been sharing our technological expertise, IT tips, and best practices, along with an inside look at our team, with hundreds of new followers on LinkedIn. This expansion not only strengthens our presence but also enriches our engagement with a growing community of like-minded professionals. 

Growing Together 

Our team has grown significantly this year, with new additions contributing to improved operations and the quality of service we provide. We’ve welcomed several new faces to our service desk team in addition to a newly created role for our Director of Operations. We understand the importance of a strong foundation, and these additions underscore our commitment to continuous improvement. 

Introducing Newer, Better, More Efficient Tools 

In our pursuit of excellence, we’re rolling out updates to our security operations center, slated for completion by the end of the year. Anticipate the unveiling of even more self-service options, as we continue to enhance our knowledge base, reporting mechanisms, and automation processes. The focus remains clear—efficiency, automation, and integration of AI to expedite service delivery. 

A Heartfelt Thank You 

To our loyal customers, thank you for choosing and trusting us. Your support drives us to push boundaries and innovate. As we look forward to 2024, we are excited about the journey ahead. Our focus remains unwavering—to provide you with the best service possible. 

In the spirit of progress, we’re eager to bring you even more value, efficiency, and cutting-edge solutions. Here’s to a successful year together, and to the promise of an even brighter future. Cheers to your success and ours!