User support
When technology meets real people
One-click support – everything in one place
When technology meets real people
Here’s the reality on the ground: Most tech companies love to talk about servers, networks, and security. It sounds impressive and professional, but at the end of the day, all the advanced technology in the world is worth much less if the people who are supposed to use it are struggling, frustrated, or don’t know how to make the most out of it.
That’s where Sinopia looks at your organization from a different angle. Instead of focusing only on technical issues, we invested quite a bit in understanding the other side of the screen – how the people in the organization really work, what holds them back, what causes them some kind of frustration and consequently a decrease in efficiency, and of course, how to help them become more efficient.
Our user support is built on a few simple principles:
- One-Click Support open a support ticket in a simple and easy way (without the standard three categories, selecting fields, etc.).
- Being available and supportive regardless of the user’s location.
- Understanding your real needs.
- Providing solutions that really work.
- Being proactive.
- Using a single system for end-to-end management One-click support .
We don’t just wait for people to call us – we analyse how the systems used by people actually work, identify recurring problems and try to solve them before they become a major issue.
When someone contacts us, they don’t get a generic answer or a referral to a guide or article. Instead, they get someone who knows their work environment, knows how they use the systems, and specializes in providing fast and effective solutions.
One-Click Support
Our service provides centralized, comprehensive management of the service system.
- Simple and easy service and support ticket.
Opening service and support ticket quickly and easily (without selecting fields, the three standard categories of service calls, etc.). Simply write the problem, what’s not working, and hit send. - Remote monitoring and management
This system allows continuous monitoring of computers, both based on events and according to a fixed schedule.
Provides immediate warning of potential faults and problems,
and allows you to respond quickly before they develop into issues that significantly affect an employee’s work. - Automated support services
Through the PSA module and the implementation of automated processes, the system simplifies lead management (Ticketing),
Tracking tasks, updating statuses, and transferring corrections efficiently, allowing for faster response and reducing the time needed to handle inquiries. Maintenance and update management
A key IT challenge is managing software updates, installing security patches at any time and regardless of the user’s physical location. This system enables proactive management of updates and installations while improving the systems’ security and reliability.Performance report analysis
With advanced reporting capabilities, you can monitor system performance, obtain statistics and analyses that help identify trends and recurring problems, and take corrective action if necessary.
Main system modules
- Remote Monitoring and Management (RMM)
This module enables remote monitoring of computers and servers, real-time problem detection, and notification of critical events.
Users can receive notifications by email, SMS or within the system itself. - Professional Services Automation (PSA)
This module helps us manage support activities through an inquiry ticketing and ticket management system, , task tracking and coordination between team members.
It includes a customer management interface and full performance reports, helping improve efficiency and internal coordination. - Remote access tools
These allow us to remotely access customers’ computers for troubleshooting, maintenance, and updates.
The tool also supports screen sharing and performing automated actions.
Changing your organization’s perspective – combining information security and user experience.
A change in perspective at an organization doesn’t mean giving up on information security and control. On the contrary, the right approach allows for close monitoring of information security issues, while at the same time leading to significant improvements in ongoing operations:
- Reducing technical support time
Thanks to customized tools and efficient work methods, employees need less technical assistance, freeing up resources for core tasks. - Streamlining work according to your organization’s needs
Adapting tools and processes to the type of employees and the tasks they perform – and not the other way around – allows for better utilization of organizational potential. - Reducing frustration and increasing employee satisfaction
Easy-to-use systems and clear procedures reduce friction and increase an employee’s sense of value and belonging.
There is no doubt that satisfied employees are key to the success of an organization – happy workers are more productive, more committed, and provide better customer service.
