News Overcoming Challenges: Success at Certum

The recent weeks have been tough for everyone, on a personal and professional level.  

We all suddenly required implementation of remote working policies. As an IT services provider, Certum has been on the frontline making this possible for our clients. 

This meant we had a huge backlog of calls which obstructed production flow. To get everyone set up as soon as possible, we applied changes to speed up the resolution of calls. 

We sent the whole helpdesk home before remote working became mandatory. This meant they wouldn’t have to waste time commuting and could prep for the day ahead instead. As soon as remote working became mandatory, field engineers were moved onto the helpdesk to assist with reducing the backlog of calls. This helped get everyone who needed to and who was able working remotely ASAP.  

Our account management team were and are available to chat through any concerns and provide general advice. The management team meet daily via Microsoft Teams to assess the situation and keep communication flow with clients up to date. 

Every IT helpdesk in the country struggled under the weight of remote working requests. The Certum team worked as hard as we could to help our clients, under intense pressure and long hours 

As a result of Certum’s dedication: 

Gary Taylor, Helpdesk Manager – “The guys have only gone and done it – they have managed to close more tickets than have come in this week!”  

Gary is incredibly proud of the team, who are working harder every day to provide exceptional results in exceptional circumstances.  

Last week, we finally overcame the backlog and provided as much remote access as possible to our customer base. A huge shout out goes to everyone at Certum for their efforts to maintain business as usual in such difficult circumstances.  

#itsupport #certumltd #remoteworking  

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