What to Expect as a Clearbridge Customer – Part 1

Welcome to Clearbridge Business Solutions! We look forward to providing you with exceptional business-centric IT support.

Technology can impact the way you work. Our goal is to leverage IT in the best places and right ways so it can deliver more value to you and your team.

We will be your single point of contact for everything technology-related, allowing you to focus on the job you do best.

As business and technology enthusiasts, we show up every day to work on what we love. If you need a walkthrough of a system, something is not working, or you have feedback and want to see changes in how your technology helps you, we have your back.

What is it like to be a Clearbridge customer?

To start, with every customer request, trouble ticket, project, and conversation we have, we are in pursuit of innovation. We have established a workflow to provide you with the best possible service.

To us, service means helping you to do the best work you’ve ever done, using the best technology (and methods) possible. We’re here to help with that.

Suppose you have an issue with your printer…

Now that we’re working together, instead of asking a co-worker for help, we want you to reach out to us—we’re here to help.

Our goal isn’t to simply get you printing, it’s to ensure we’re solving the problem that created the problem—meaning we want to reduce the likelihood of the issue repeating itself.

We believe this is how you’ll be able to do your best work—not just today, but tomorrow too.

We are doers

We work hard to maintain our reputation as a company that always does everything, they say they’ll do. Internally, we describe this result as “being a DOER”.

We don’t need to be poked, prodded, followed up with, or pushed to completion. We prioritize organization, time management, effective communication and building great relationships with you. This helps us to serve you better.

A phone call or email away

When you choose to partner with Clearbridge, we provide each employee with our contact information.

We aim to respond to your emails and phone calls within 12 minutes, and then from there, our dispatch team will assess the priority of your project.

She will then assign a ticket to one of our team members, who will work diligently to find the best solution as quickly as possible.

Every ticket is different

As you would expect, our customers call us for several reasons.

From issues with Internet connectivity to a server going down to needing assistance setting up a computer for the first time, we assess your situation carefully and methodically to ensure you get the help you need based on your problem.

A message is sent to you so that you are aware we’ve started to work on your ticket, and a timeline is established.

We fix roadblocks

If we encounter a challenge, we have the resources to pull in other people with the right expertise to take care of the issue promptly and effectively.

We will update you frequently regarding our progress and whether or not the issue has been resolved or if we need anything further from you.

Wrap up

Once the project is completed, we’ll let you know and then ask if there are any other issues, if not then the ticket is closed. We send a final email saying we’ve completed the ticket.

If there is a bigger issue, we will follow up with you and check-in. A check-in is helpful as it keeps communication channels open and allows us to get to know you and understand your problem better.

For example, if you’ve received a new computer, we check in to ensure everything is working great for you.

High impact issues

Our technical team consists of three tiers, with Tier 3 being our highest level of technical support.

We escalate high-impact issues (these are issues that are more difficult to resolve or that impact larger groups of users, such as company-wide network issues, etc.) to our Tier 3 team.

We will provide you with regular updates at designated times during the entire process.

The importance of feedback

For our team, it’s critical to ask questions and even more important to practice active listening. This allows us to analyze, and then think of the best possible solution to perform better.

Whether we’re managing relationships (we have a team dedicated to this function) or helping you with your tech issue, we want you to feel comfortable sharing your feedback with us, don’t ever hesitate to give us your honest opinion.

Now, what does our team offer that’s unique?

We tap into empathy 

We want to understand what you’re going through; we’re not just here to fix your technology. For example, when someone calls in, they might be frustrated or just want to be heard, so we listen and ask the right questions. This improves our customers’ experience and sets us apart from other IT companies.

We are constantly learning to serve you better

Our ability to reliably help our customers do the best work they’ve ever done hinges on the collective knowledge and experience of our people. We care about, prioritize, and invest in growth and lifelong learning (both personally and professionally) so that you can feel confident that your technology is working.

We are always available

We offer unlimited, free 24/7 support and will always pick up the phone or reply to your email. We’ll get back to you right away. You don’t need to stress about not getting help—you always will.

We’re here to help you do your best work

Here is an example:

Our dispatcher Bri spoke with Elvera from GeoWest. Elvera called in needing help with a new printer. What should have been a quick printer installation unexpectedly became more complicated. While working to fix the problem, Bri and Elvera enjoyed a lighthearted conversation about Elvera’s passion for good coffee. As a result, Elvera was no longer focused on her frustration, the issue was quickly resolved, and she was able to get back to work.

Technology is essential. It’s something we see every day at Clearbridge. When we work on your problems, we develop grit, and new skills, while continuing to innovate—something we care about and want to be known for. Thank you for giving us the opportunity to help your business thrive and make your technology work #better!