US Cloud has invested millions of dollars in world-class Cloud based infrastructure, giving us the foundation to scale our fanatical support processes. We also took the opportunity to embrace the zero-trust security model and raise the bar on support security standards. We look for every opportunity to streamline, deliver value, and wow clients with a superior Microsoft Enterprise Support experience.
US Cloud runs our operation on the best-in-class ConnectWise ticket and account management platform that is fully integrated into our Salesforce CRM and Sage client accounting software. In addition, we have built client-specific integrations with ServiceNow to allow seamless adoption in enterprise organizations. This proven suite of operational enterprise software drives significant efficiencies and control for US Cloud and helps to deliver rock solid Microsoft Enterprise Support at scale for our clients worldwide.
US Cloud provides clients with a dedicated Client Portal that allows instant access and management of their account status, hour balances, ticket histories and detail, payment history, authorized users, and other important details. We also provide PowerBI dashboards to give clients quick views into the statistics that they care most about. We can build custom reporting to suit individual client requests as well.
To ensure a better Microsoft Enterprise Support experience for our valued customers, we completed a total rebuild of our Customer Portal last year. Here’s a look at the enhanced features designed to streamline and optimize your interactions with US Cloud.
US Cloud is constantly looking for new ways to increase efficiency and pass along that savings to our Microsoft Enterprise Support clients. Investing in Artificial Intelligence (AI) is allowing our teams to resolve issues even faster. We are enhancing our proprietary US Cloud Support platform with AI and machine learning to better improve the Microsoft support experience for all our enterprise customers. Here a few of the ways Azure AI and OpenAI can help US Cloud deliver better support.
These benefits collectively lead to faster resolution times, improved customer satisfaction, and reduced operational costs, making Azure AI and OpenAI powerful tools for US Cloud support teams.
Because Microsoft Enterprise Support is our only service offering, we have a single-mindedness about installing the right processes, procedures, and program design. This has helped US Cloud drive significant continuous improvement as we have matured.
We take our customer experience and customers’ feedback very seriously. If a US Cloud enterprise customer gives us a low score on a support ticket, we follow up directly with that customer to work on creating a solution for them that meets their expectations. Client satisfaction scores from individual support tickets have climbed over 10%+ in each of the last three years, with our average scores over 4/5 stars in 2023 and continuing to trend up in 2024.