André Lalonde – Support Team Lead
What’s it like having 24-Hour Emergency Support* from RJR Innovations? Three of our customers have found out in the last month! When your system is down and you call in, within 1 hour, you’ll have access to a senior Support Analyst who will troubleshoot and provide remote support via Bomgar and most importantly, stay in constant contact until we’ve determined your mission-critical systems are up and running once more. Be it a Saturday morning or even 10PM on a Tuesday…. To use two totally random examples, of course!
In more than one instance of these latest Emergency Support calls, our Support Analyst determined that our clients’ issues didn’t actually stem from the RJR supported product, but had to do with network or server authentication issues. That didn’t mean that we wiped our hands of the issues and let the clients deal with them on their own! We stayed with our clients every step of the way until everything was working as it should.
As Support Team Lead, I’d like to thank all of our on-call Support Analysts and Consultants who’ve demonstrated the value of our Emergency Support to our clients. As our President and CEO Robert Beauchamp says, this level of professionalism “makes an enormous difference with our customers and provides them with a comfort level that is often unmatched.”
Great job, everyone!
* Available in RJR’s Extended Support or L1 Continuous Support programs