Why traditional IT Support doesn’t work

Dealing with outdated IT support

Have you ever found yourself stuck in an IT support purgatory? You know the drill: 

Scenario 1: You call your IT provider, hoping for a quick resolution. But instead, they log a service ticket and send you on a wild goose chase. You wait…and wait…only to receive a call back when you’re in a meeting or busy doing something important. You try calling them back, but they’re nowhere to be found. It’s a never-ending game of phone tag, leaving you frustrated and your issue unresolved. 

Scenario 2: You decide to take a different approach and shoot them an email. You get a response promising assistance soon, but it’s just empty words. An engineer eventually calls you, catching you off guard at the most inconvenient time. And to add insult to injury, they’re just asking for more information before they can even begin to help you. Ugh, what a waste of time! 

If you’ve experienced these infuriating scenarios, fear not! We’re here to tell you why traditional IT support is a thing of the past and how our fresh approach will make your life easier than ever. 

In this article, we cover:

So, why does traditional IT support fall short?  

Well, let’s face it—most IT companies have been stuck in their ways for about as long as mullets were fashionable (thankfully, those days are gone!). They still follow the same tired routine: log a ticket, call back whenever, rinse, and repeat. But times have changed. With the internet at our fingertips, we expect instant access to information, quick responses, and control over our own destiny. Traditional IT support just can’t keep up, resulting in: 

  • Endless back-and-forth: Trying to find a time when you and the support team are both available becomes a real-life game of Tetris. It’s like trying to schedule a meeting with Bigfoot—nearly impossible! 
  • Ticket purgatory: Even a simple request for information gets sucked into the ticketing system, where it languishes for eternity. And guess what? That means more back-and-forth for you! 
  • The waiting game: Your IT provider decides when they’ll grace you with their presence, leaving you at their mercy. You’re left twiddling your thumbs while they leisurely sip their coffee, “hitting” SLA targets while you suffer. 
  • Where’s Wally?: Trying to get updates becomes a scavenger hunt. You speak to one engineer, then another, and another, with every conversation seemingly entering a blackhole never to be seen again.  
  • The double trouble: When approvals are needed, it’s a whole new level of frustration. The provider relies on internal staff, turning the already exhausting back-and-forth into an Olympic event. Two heads are not always better than one, especially when they’re going in opposite directions. 


But fear not, for we have heard your cries for help and created a new approach to IT support that will blow your socks off! 

Introducing our IT Support Revolution:

We had the incredible opportunity to build our service offering from scratch, armed with the knowledge of the IT support horror stories that haunt your dreams. We’ve crafted a support experience that will leave you feeling like a tech-savvy superhero. Here’s how we’ve tackled the frustrations head-on: 

  • Instant chat for the win: Forget about waiting around like a lost puppy. We’ve got instant chat right at your fingertips through our Partner Portal. Have a quick question? Need guidance? Our engineers are just a chat away, ready to save the day. 
  • The power of scheduling: Say goodbye to missed connections and hello to convenience! Instead of playing phone tag, we give you the power to book a time with an engineer that suits your busy schedule. No more guessing games or unexpected interruptions. 
  • Embrace the knowledge base: We’ve compiled a treasure trove of solutions, quick fixes, and troubleshooting tips in our self-service knowledge base. Feel like putting on your IT superhero cape and fixing things yourself? Go right ahead! We’re here to empower you. 
  • Automation to the rescue: We’ve automated tedious tasks like approvals and software installs leaving no room for delays or unnecessary back-and-forth. Say goodbye to administrative nightmares! 
  • Streamlined simplicity: Need to request a new user or handle a leaver? We’ve simplified the process with easy-to-use bespoke templates. Just fill out a simple online form, and voila! Consider it done. 
  • The all-in-one portal experience: We’ve created a user-friendly portal where all the magic happens. Once you log in, we know who you are, what device you’re using, and we’ll ask you all the right troubleshooting questions to get straight to the heart of the issue. Our engineers can then start resolving your issue immediately. 
  • VIP treatment and beyond: We roll out the red carpet for our VIPs. They get auto-escalation and can even email managers if it’s super urgent. But hey, don’t worry. We’ve got you covered too with the portal, live chat, and phone support. 

Sereno IT Support  

Now, let’s reimagine those frustrating scenarios with Sereno IT by your side: 

Scenario 1: You have a quick question or need some tech guidance. You open an online chat through our Partner Portal, and boom! You’re instantly connected with one of our brilliant engineers who will guide you to victory. Issue resolved! 

Scenario 2: You raise a support request through our Partner Portal and schedule a call with an engineer at a time that suits you best. The engineer calls you at the appointed hour, armed with the knowledge of your issue and a solution in hand. It’s like magic—your problem is solved in a single, pre-arranged call. 

Scenario 3: You open a support ticket and the portal prompts you to provide all the relevant information our engineers need. Armed with the complete picture, an engineer gives you a call or sends you an email confirming that your request has been completed. You double-check, confirm everything is resolved, and together we close the ticket. Easy peasy! 

Switch over to Sereno

With Sereno IT, there’s no wasted time, no delays, and no frustration. We’ve streamlined the support process to put you in control and make your life easier. And guess what? It benefits us too! We can now avoid missed appointments and less chasing phone calls, so we now have time for live chats, and to focus on proactive reviews to identify recurring issues and provide valuable advice to keep your systems running smoothly. 

So, let’s bid farewell to those traditional IT support nightmares and embark on a partnership that will make your IT experience a dream come true. Together, we’ll tackle challenges, save time, and ensure that your IT issues become a thing of the past. 

Join us in this IT support revolution and discover the amazing technology experience that awaits you! Discover just how easy it is to join the IT revolution, and switch over to Sereno here.

Less phones ringing, more smiles on your face—because great IT support is what we’re all about.  

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