We have seen a dramatic decrease in first-response time and increased levels in overall customer satisfaction since the implementation of Direct-to-Tech. — Victor Mathieu, Datto Director of Technical Support
Norwalk, CT (PRWEB) March 01, 2013
The ASCII Group, Inc., the world’s largest IT Solution Provider community announced that Datto Inc., an award-winning provider of hardware-based on- and off-site backup, disaster recovery (BDR) and intelligent business continuity (IBC) solutions, won the ASCII Los Angeles Success Summit's Best Customer Support award.
Datto doubled the Company’s number of Technical Support representatives in 2012 and plans to do the same in 2013. The company made numerous improvements over the past 12 months to expand customer support for all Datto Partners. Many of these changes, such as extended technical support hours and 24/7 emergency email support, were highlighted in Datto’s keynote at the ASCII Success Summit event.
One of the new initiatives Datto highlighted was the Company’s ‘Direct-to-Tech’ service, which gives Partners direct access to a Technical Support representative when they call Datto Support. This change in the support structure aims to provide Partners with faster response times and quicker resolutions to common issues.
“Direct-to-Tech means that when a Partner calls the Datto Technical Support number, a Datto support technician will answer their call and be available to assist them immediately,” said Victor Mathieu, Director of Technical Support. “We have seen a dramatic decrease in first-response time and increased levels in overall customer satisfaction since the implementation of Direct-to-Tech. The initiative has exceeded our expectations and helps position Datto as a best-in-class customer support provider.”
In addition to Direct-to-Tech, Datto has also increased the number of Knowledge Base (KB) articles available to Datto Partners. Datto’s KB is an important resource that allows Partners to easily search and quickly troubleshoot common technical support questions. The KB can be accessed through Datto’s Partner Portal.
About Datto Inc.
Datto Inc. is an award-winning vendor of backup, disaster recovery (BDR) and intelligent business continuity (IBC) solutions, providing best-in-class technology and support to its 5,000+ channel Partners throughout North America and Europe. Datto is the only hybrid-cloud BDR/IBC vendor that provides instant on- and off-site virtualization of servers and workstations, achieved through its Inverse Chain Technology™. The Datto product line addresses the specific needs of small to medium-sized businesses (SMBs) and serves a wide range of vertical markets including: healthcare, financial, education, banking, legal, manufacturing, retail, and municipal.
Datto is a channel only provider. Solutions are resold through Managed Service Providers (MSPs), Value Added Resellers (VARs) and IT Service Providers to end user businesses. To learn more about Datto, visit http://www.dattobackup.com and follow us on Facebook, Twitter and our Blog.