In January, we introduced new procedures for how we handle cases at Basefarm Service Desk. We thought that you as our customers are probably wondering what it will mean for you, and that’s why we are now giving you a more detailed explanation:
The new procedures mean that Basefarm Service Desk in Sweden now takes care of all cases (incident management & change management) for Swedish customers during daytime, from 7 AM to 5 PM. Other times (weekend & night) we have passive readiness where Basefram Service Desk in Sweden works in close collaboration with Basefarm Service Desk in Norway in order to solve the cases. Earlier, Sweden was staffed between 8 AM to 11 PM on weekdays.
Overall, for our customers it means that we are always available 24/7 both in Sweden and Norway. This result in benefits for you as a customer:
- Accessibility increases on local level, 24/7-support also in Sweden
- We are physically closer to you as a customer
- Our new model contributes to shorter solution times
- We will increase the ability to proactively work
This will mean that Basefarm Service Desk in Sweden have a wider overall perspective and can be more proactive and resolve cases faster than before. Norway can now focus on cases only from Norwegian customers and thus also increase the availability locally.
It’s mainly our Swedish customers that will notice the changes. Basefarm Service Desk in Norway already works with solving cases on a local level at daytime.
Do you have any questions regarding the changes? Post a comment below or contact your local Basefarm Service Desk.