You’ve only handled this many tickets? So few? Then I don’t need you!
That’s how a help desk service renewal negotiation might start with a client. Often, the client doesn’t want to terminate the collaboration but is looking to cut costs on a service that they don’t consider part of their core business.
But is it really fair to evaluate the quality of a help desk service solely based on the number of tickets handled? Shouldn’t a smoothly functioning IT system be the primary goal?
If we wanted to play dirty, we could simply adopt the slogan "more tickets, more business." We could ensure a high number of tickets—perhaps easy-to-resolve ones—meet contractual SLAs, and keep the client seemingly happy.
What Does a High-Quality Help Desk Service Mean?
For us, a quality service is not measured by the number of tickets resolved but by the ability to prevent problems before they occur.
This means:
- Having a fully functional infrastructure: Constant system monitoring, preventive maintenance, and proactive issue management.
- Ensuring security and compliance: Server patching, optimized configurations, data protection, and adherence to national and international regulations.
- Providing advanced solutions: Backup, disaster recovery, cybersecurity, and recommendations to improve operational efficiency.
In short, our goal is to anticipate problems, not just fix them.
Our Approach: Zero Tickets
At Cleverlab, we have built our Operation Center around advanced tools for continuous system and network monitoring. We use endpoint management technologies, log every activity to track event history, and develop intervention strategies based on automation and artificial intelligence.
Additionally, we work with a network of qualified partners who support us with on-site interventions, following our methodology and using our technologies. This allows us to guarantee high-quality service even in remote geographical areas, without the need to build expensive and inefficient infrastructures.
Why "Zero Tickets" Is Our Goal
Tickets are an undesirable incident, a sign that something did not work as it should have. Our goal is to minimize these incidents, anticipate problems, and ensure an always-efficient IT infrastructure. If we were to sum up our philosophy in one sentence, it would be this: "Zero Tickets" is our goal. Because a high-quality help desk service is not measured by the problems solved, but by the problems avoided.