(WEB HOST INDUSTRY REVIEW) — Designed to augment its data center, managed services, IT infrastructure, and IT consulting services, Consonus Technologies (www.consonus.com) has upgraded its customer portal, a real-time gateway for customers to access its systems and support staff.
According to Consonus’ Monday announcement, Consonus Customer Portal features streamlined access to support requests, and network, infrastructure, and bandwidth monitors. It also includes intuitive dashboards for Consonus products such as Consonus SAFE, its secure enterprise archiving product.
Less than a month earlier, Consonus rolled out a new Voice-over-IP telephony system to facilitate the 24/7 support needs of its rapidly growing customer base. The full suite of Consonus Customer Care services include expert technical support, free software updates, services packs, patches, and preventative maintenance, customer newsletters, service bulletins, and technical alerts.
Also, in a similar move to IT hosting provider PEER 1 Network Enterprises (www.peer1.com), which launched a program earlier this year to connect customers with appropriate experts within their first support desk call, Consonus Customer Care lets customers speak directly to a qualified, Tier II engineer, bypassing an automated system or a Tier I support desk.
“Whether online or on the phone, our customers often need immediate access to their data and Consonus’ IT expertise,” Consonus chief executive officer Mike Shook said in a statement. “We are confident that these new systems will enable us to continue delivering a world-class customer experience.”
The new secure portal system enables customers to open, update, or view tracking information for IT Support Requests, and access usage statistics and account intelligence. Built on the latest, ITIL-compliant version of BMC Remedy IT Service Management Suite (www.bmc.com), the Consonus Customer Portal was designed to provide simplicity and supplement the company’s call center.
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