USi Solution Center: Dedicated Support to Solve Your Problems

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You want your systems humming—doing what they're designed to do, with no headaches. But should something go wrong, you want help now! USi's Solution Center, staffed day and night throughout the year with people assigned directly to your account, is committed to quickly resolving issues and seeing that you're satisfied every time you call for help.

Each client's dedicated Solution Center team is reachable both online and through a unique toll-free number. You know your team by name, and they know your system—both functional and technical aspects—as well as your business needs. Their job is to answer questions, listen to your concerns, solve problems, and work with you as colleagues to see that you get the most from your technology investment.

Our Solution Center professionals are empowered to take any action necessary to quickly resolve support issues involving:

• Application Functionality and Performance
• Networking
• Hardware
• Security
• Account Management

The Solution Center's day-to-day support services include:

• Help-desk support for power-users and end-users
• Change management so system changes are fully approved and documented including scope, purpose, devices involved, steps, and back-out procedures
• Capacity management and planning
• Functional and technical troubleshooting
• Diagnostic services

Real People Answer the Phone

We know that business issues require quick resolution from real people.  Our support model is designed to deliver on that requirement.  In fact, there are no recordings and no hierarchies of menu options. When you call our Solution Center using your dedicated toll-free number, a member of your dedicated team answers the phone. We start working immediately to get to the bottom of your problem and resolve the majority of all Solution Center inquiries on the first call.

We have long believed that there is a lot to learn from your calls. As a result we have functional experts answering your dedicated toll-free numbers. By routing calls from any one Client to the same support personnel, our support teams get to know our Clients and their business processes, and can continuously suggest opportunities for them to make better use of the functionality they have purchased.

A Team Devoted to You

A key player on your support team is your Client Executive (CX)—a single point of contact who is assigned to your account even before a contract is signed. Your CX will be with you throughout the lifetime of your relationship with USi.

Our focus on differentiated value is evident in client survey results. In our surveys of clients, over 90% of survey respondents agree or strongly agree that "USi is considered a trusted and strategic business resource"—a result that is almost unparalleled in the IT services industry. Our Solution Center and client executive team is largely to thank for that positive impression.