Welcome to SUPPORTiQ
Don't just manage support tickets,
transform the way your business operates!
Optimize Operations
Customizable reports and help you estimate inefficiencies and stay on top of your game.
Improve Customer Satisfaction
Faster resolutions and better communication lead to happier customers.
Collaborate Effectively
Centralized ticket and project management keep your team aligned and productive.
Who We Are
SupportIQ is a comprehensive ITSM solution designed to streamline the entire helpdesk lifecycle. From ticket creation and acknowledgment to assignment, notes, troubleshooting, knowledge base integration, resolution, post-closure acknowledgment, and user feedback, SupportIQ covers every stage of helpdesk operations. With advanced features like real-time notifications, customer satisfaction surveys, and powerful ITSM metrics (FCR, MTTR, NPS, CSAT, SLA compliance), SupportIQ enables organizations to optimize support processes, improve team efficiency, and deliver outstanding customer experiences. Effortlessly integrated with existing tools, SupportIQ is your go-to platform for transforming IT service management.
Features
The built-in dashboard offers a bird's eye view of your support system, helping you make informed decisions, track progress, and resolve issues proactively. Whether you are handling customer requests or managing internal projects, SUPPORTiQ keeps your operation smooth and stress-free.
Services
If you are using another helpdesk solution, we can assist you on implementing ITSM Best Practices and build a robust Dashboard to track and measure progress.
Build a Comprehensive Service Catalog
A well-structured service catalog is the backbone of effective IT service management. SupportIQ helps organizations:
- Identify Services: Collaborate with your teams to catalog all IT services, ensuring no critical support area is overlooked.
- Define SLAs and Expectations: Establish clear service level agreements (SLAs) and deliverables for each service.
- Customizable Templates: Provide templates and tools to ensure the catalog aligns with your business goals and ITIL standards.
- Simplify Access: Design user-friendly interfaces to make the catalog intuitive for both IT staff and end-users, enhancing service transparency.
Review Current Helpdesk Processes and Maturity
Understanding your current state is crucial for meaningful improvement. SupportIQ offers:
- Process Audit: Conduct a thorough review of your existing helpdesk workflows, from ticket intake to resolution.
- Gap Analysis: Identify bottlenecks, inefficiencies, and areas for improvement.
- Maturity Assessment: Evaluate your helpdesk against industry benchmarks and ITSM best practices, providing a maturity score.
- Tailored Recommendations: Deliver actionable insights to elevate your helpdesk's efficiency and effectiveness.
Stakeholder Interview Discovery for Future State Planning
To build a future-ready IT support strategy, SupportIQ focuses on:
- Stakeholder Engagement: Conduct in-depth interviews with key stakeholders, including IT leaders, service agents, and end-users.
- Needs Assessment: Understand pain points, expectations, and long-term goals across the organization.
- Collaborative Visioning: Work with stakeholders to co-create a vision for the future state of your IT support.
- Roadmap Creation: Develop a detailed plan outlining steps to achieve the desired state, aligned with business objectives.
KPI Metrics and Continuous Improvement
Driving sustained success requires data-driven decisions and adaptability. SupportIQ provides:
- KPI Framework Design: Define and implement key performance indicators (KPIs) such as First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
- Real-Time Analytics: Leverage dynamic dashboards to track performance metrics and trends.
- Continuous Feedback Loop: Collect feedback from users and agents to identify ongoing improvement opportunities.
- Improvement Strategies: Deliver actionable insights and recommendations to continuously refine processes and enhance service delivery.
These services ensure that SupportIQ is not just a tool but a partner in transforming your IT support into a high-performing, business-aligned operation.
Contact
Address
130 Technology Parkway
Peachtree Corners
GA 30092
Call Us
+1 937-343-5697
Email Us
support@sonline.us