XCEL Professional Services Ltd. for Services Organizations

Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.

Learn more about CDN’s Channel Elite Awards 2013

Nominee: XCEL Profesisonal Services Ltd., from Calgary, Alberta

Describe the solution or service you provide.

Overall IT Services – Outsourced IT Department

What made your service of the highest quality? Provide measurable evidence of how you benefitted the customer’s business.

The client has experienced no lost time due to outage thanks to the monitoring and management of the network. Users realize minimal wait times for service which lessens the impact on their productivity on a daily basis.

Describe how services were delivered in a timely fashion, or how the response to a crisis was above and beyond the usual.

We offer a guaranteed SLA Response Time of 2 Hours, however on over 7500 tickets submitted over the course of 2012 an average response time of 32 minutes was achieved with resolutions provided within minutes or same day depending on the complexity of the issue. XCEL also received a client satisfaction rating of 94.3 per cent which is above the industry norm by several percentage points.

How does your service best competitors in meeting the needs of customers?

XCEL takes the time to truly understand the business of our clients, and wants to ensure everything we deliver will be to the benefit of the client. We tailor our training programs for our technical staff around the line-of-business applications and platform needs of our clients. To ensure the quickest response and highest level of client satisfaction, XCEL uses these two measures as the leading compensation metrics to our staff. Considerable bonuses are paid to staff and the team as a whole when our response and satisfaction goals are achieved.

How does the solution further your customer’s green or environmentally friendly plans?

We provide all reports in digital format to our clients so that paper is not wasted for the delivery and review of them.

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Jim Love, Chief Content Officer, IT World Canada

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