6 tips to boost to 100% Client Satisfaction

6 tips for client success

Klik.Solutions consistently receive high satisfaction surveys from our clients on tickets and projects. Do you know how we do it? We will be happy to share with you our knowledge. Bill, our Director of Customer Success, gives his effective tips on how to enhance clients’ experience.

1. Build a great team

The first and most important step you can take is building your team. It’s hard to beat a competent and responsible team! There is tremendous value in a team that has a deep understanding of the current technologies, security, cloud, disaster recovery and collaboration tools. A Team that is always looking out for the client’s needs. A team that is more like a family and has input on how to be better at what we do. A team that works hard and plays hard and enjoys each other’s company. 

2. Have your Help Desk respond quickly

Speed and accuracy are always critical in any business. And for our customers, we always want things to be done quickly and accurately without a delay. We are proud of our Help Desk team, as they work very hard to fix issues right the first time and to have great SLA scores and customer feedback to prove it. Our Helpdesk Team always goes that extra mile to make our clients happy.

3. A very responsive project team

Every time your team receives a project from a client, make sure the communication is clear and is as transparent as possible. Your client should understand the process and know all the deadlines and possible causes for delays. Proactive project teams with transparent communication is a key to a successful project and a happy client.

4. Have an internal Quality Assurance team

What does the QA Team do? Well, lots of stuff. At its core the QA team makes sure services that the clients are paying for are provided on time and accurately. They look out for inefficiencies and trends, they identify potential issues before they become a real problem. QA also oversees response times, communication dynamics, and quality of services. On top of that, they assure the quality of the helpdesk, engineering projects, security patching, anti-virus, backups and alerts etc

5. Have a system that keeps your clients aligned with the industry standards

Have a proactive system in place to assess the current state of your clients’ infrastructure. You should be able to identify any gaps and problems and compare them to the industry standards. You can then provide a plan to a client that will outline the steps to bring them up to speed with the industry standards. No one wants to be left behind from an efficiency and security standpoint.

6. VCIO/CIO consultation

As a backbone to enhancing client experience, have a Chief Information Officer / Virtual Chief Information Officer on your team. With VCIO, your clients will have access to the knowledge and proficiency of a CIO without the expense of having a full-time VCIO on their staff. Beyond cost savings, access to VCIO provides your clients with a high-level technology expertise and deep understanding of business management. Basically, it is like having an IT expert who guides a company in technology decision-making which brings the technical and business sides in alignment.

Now you know what to focus on to make your clients fully satisfied. And don’t forget, if you have any questions or need a quote, you can call us at +1 (888)959-1196 or send us a message at info@klik.solutions. We are here to help!

Service Desk and Help Desk – Which one to Choose?

Service Desk and Help Desk – Which one to Choose?

Our story began with Help Desk. As often with start-up companies, Klik.Solutions started by taking one step at a time. As Help Desk support, we loved solving our client’s immediate IT problems on the spot. Later though, our area of expertise extended, and we naturally converted into a Service Desk providing long-term solutions and supporting bigger goals for our clients.

You might ask – what is the difference between a Help Desk and a Service Desk? No wonder you have this question, there is only a one-word difference, but some good amount of confusion.

To put it simply, Help Desk solves every day IT issues providing quick solutions. On the other hand, when we talk about Service Desk, this would include Helpdesk plus a wider meaning and more complex services included.

While Help Desk provides help here and now, a Service Desk includes a wide range of services:

  • Strategic planning
  • Managing Cloud storage
  • Moving from one infrastructure to another
  • Supporting internal changes and expanding operations
  • Providing 24/7 Help Desk support
  • And much more

Hopefully, we were able to clarify the difference. But if you still have questions or need any help with your IT, reach out to us at +1 (888)959-1196 or send us a message at info@klik.solutions. We are here to help!

5 Ways to Make Your Teams Meeting More Engaging

Microsoft teams

With many of us being stuck at home, the demand for video conference software increased significantly. The two most popular ones are Zoom and Microsoft Teams. Zoom is a cloud-based video conferencing service that allows people to meet virtually. Today, though, we would like to tell you more about Microsoft Teams that is part of the subscription-based Office 365 suite.  We want to share with you the ways how to make your Teams meeting more fun, engaging, and interactive. 

1. Turn on your video  

Turning on your video for a meeting gives you an opportunity to see another person. But remembering that 93% of communications is non-verbal, this simple action might become a game-changer. By seeing another person, you can communicate more effectively and be more productive.  

2. Funny digital backgrounds 

Show up to the meeting pretending you are at the beach or in a space ship. Microsoft Teams gives a great variety of fun places you can put yourself in for the time of the meeting. It is also very helpful when you have a mess in your house and don’t feel like cleaning. 

3. Brainstorm on a whiteboard 

One of the best things about face-to-face meetings is an opportunity to share and brainstorm ideas putting them in visual graphs and structures. In case you didn’t know, it is also possible with Microsoft Teams! There is a Whiteboard capability that lets all participants write their ideas and share their visions. To tell you the truth, this might be even better than meeting in person as Teams saves everything for you, and you can easily distribute the materials after the meeting.  

4. Captions enabling 

For people who have hearing obstacles or have broken speakers, Teams rolled out a new feature that lets people turn on live captions. At the moment, live captions are only available in English and in the United States. 

5. Never miss a meeting 

Sometimes, unpredictable situations make us miss important meetings. Microsoft Teams is here to help! You can record a meeting and have a transcript automatically generated. How awesome is that? Moreover, the recording is stored in the cloud, so it is easily accessible and sharable.  

We hope you have fun trying all those great features of Teams. In case you have any questions or need help with Microsoft 365, don’t hesitate to reach out – we are here to help! Klik Solutions is an official Microsoft partner, so call us at 888.959.1196 or send us a message at info@klik.solutions.  

Remote Work is Our Present, Will it be Our Future?

Remote Work is Our Present, Will it be Our Future?

Even before Covid-19, remote work was rapidly increasing due to advanced technology capabilities and Internet coverage. Looking at the statistics, we see that a lot of companies embraced the change, from 2005 to 2017, there has been a 159% increase of remote work. Now, at the time of pandemic, those rates skyrocketed. Looking at this increase and recent research [LINK], workforce will not be the same as before pandemic. What we predict is a new dynamic in business world where remote work becomes a new standard, or a mixed model is used where working from home and going to office is well-balanced.

Salesforce Research recently published data using Tableau Interactive Dashboard to better understand the outlook of remote work.

  • About 69% off respondents believe that the pandemic will permanently change the nature of their work
  • About 66% believe that their skill set is up to date

When asked about productivity, communication and collaboration with colleagues while working remotely, more than 80% of responders rated those aspects as excellent or good.

Another set of questions indicates that people are even more productive while working remotely.

Who are those professionals who can work remotely?

In the past, remote work was mostly common for customer service jobs. Later, and now especially, it is gaining more popularity in other sectors such as  Technology, IT, Healthcare, Sales and Education. Working remotely gives businesses an access to a huge pool of talents from all over the world. If you are a business owner and still skeptical about remote work, then you can try to implement flexible work from home policy. This will allow employees to work 2 or 3 days from home and commute to the office the rest of the days.

1. The reduced costs for businesses

With people working from home, businesses can save a lot money by scaling down office space and reducing fixed costs. There will be no need for the office furniture, coffee machine, snacks and paper/office supplies. On a green side, just think about how many trees you can save by cutting down office printing!  

2. Happier and, as a result, more productive employees

When your employees work from home, they don’t need to commute which will save a lot of time and gas money. Instead they can focus more on important fulfilling things like family, hobbies or self-care which will contribute to improving their life-work balance.

3. There are tools available that make remote work productive and painless

In 2020, there is no need to worry about lack of communication between team members. There are many apps with remote admin capabilities that keep people connected. Most popular ones are Teams, Slack, Skype, Zoom and Google hangouts. To successfully track team’s progress and effectiveness, you can use software such as Planner, Trello and Asana. Cloud technology made it possible for businesses to remotely store, access and share company’s files and resources from anywhere. Modern IT makes remote workforce easy and extremely effective. 

If you want to try remote work for your business, we are here to help. We will make your experience smooth and secure with 24/7 IT and Cloud support. Please contact us at info@klik.solutions. We are looking forward to helping you thrive.

Healthcare IT in a time of Crisis

Healthcare IT in a time of crisis

While the Corona Virus has been raging on, a lot of hospitals are dealing with influx of patients. This means that information is exchanged at a breakneck pace. With the increase in volume of data, it becomes a challenge to remain compliant with all the regulations, stay secure, and at the same time, manage their staff. It sounds difficult, but with new healthcare IT technologies, it is possible.

1. End-to-end Security 

Any type of business is concerned with their data being stolen or getting hacked. With the Corona Virus putting strain to hospitals, the healthcare industry is more at risk than ever. With all the data being created, transferred and accessed, there are a lot of points where cyber-attackers can get access beyond in-place security controls, encrypt data and hold it for ransom. According to security experts from the U.K. and the U.S. there could be a spike in cyberattacks aimed at healthcare providers. With Healthcare IT security services, you can setup a lot of protocols for your system, such as Multi-Factor Authentication, internal and external vulnerability scans, Next Generation Firewalls and much more. This will help to insure you have a safe, and secure system. We recently published a blog  on how businesses can protect themselves from attackers.

2. Government Compliance 

It’s hard to keep up with all the rules and regulations that a hospital needs to follow.  If they are found in non-compliance, a hospital can face up to $1.5 million in fines and penalties per year. This leaves business leaders in a tangled web of regulations where they are constantly trying to remain in compliance to avoid these fines. With these constant changes in regulations, a properly managed healthcare IT system could help secure access to only the people who are authorized to view it. When there are new changes in regulations or new rules, compliant healthcare IT can also give you actionable suggestions that will help you stay ahead of the game. 

3. File management 

Gone are the days when people have to run to the other building to access records, taking up valuable time and resources. IT solutions for healthcare, through something called the Electronic Health Record (EHR) has made this process much easier. With the click of a button, the information that you entered or updated will be consistent across the board. According to Health IT, 88% say EHR produces better clinical benefits for the practice and 75% say EHR allows them to give better patient care. You can also access past and present information about the patient, as well as how they are progressing with their treatments. This is one of the best healthcare IT solutions for hospitals. 

4. Staff Collaboration and Management 

Labor cost is one of the highest expenses that a hospital can have. A managed health IT service can provide you with management software that could help keep track of productivity, scheduling and time off, as well as help maintain optimal efficiency without sacrificing patient care.  

5. Online consultation and Telemedicine   

With COVID patients filling up hospitals, a lot of services have been moved to online consultation and telemedicine. Now more than ever, compliant healthcare technologies are needed, as well as healthcare IT security, making it easier for you to ensure that you can track and secure patient data. 

Klik Solutions has experience working in healthcare IT services, with clients such as Anne Arundel Medical Center, Johns Hopkins Health Systems, National Institute of Health, and others. We are ready to provide a managed Healthcare IT service aimed to optimize to your needs. Contact us at info@klik.solutions

5 Tips how you can protect yourself from cyber attacks

cyber attackes

Everyone is a target for it cyber attackers. According to CNBC Cyberattacks can cost $200,000 on average. They’ll always be there and it’s best to be prepared.

1. The devil is in the details!

One of the most popular ways that cyber attackers get to you are emails. Always double check the sender of the email. It will always come to in a form of invoice, freebie, or something you won. The FTC gives tips on how to detect these kinds of scams and where to report them. If you do not know the sender do not reply to it.

2. NEVER click links on suspicious email

When you get emails from suspicious emails, DO NOT click any links. They might be phishing websites that redirects you to their page and asks you for your personal information. In 2019, the FBI released a report that at least $1.4 billion was lost in 2017. Many were due to Phishing scams and email scams

3. Keep your software update

Whenever companies find a bug or a security risk in their applications or software, they will send out a patch to their customers. Always make sure that your software is updated to ensure that you are protected

4. Implement Multi-Factor Authentication

In case you don’t know Multi-Factor Authentication, it’s a security features found in many applications today. It asks for a second key verification, aside from your password. Sometimes it would give out a text, a code on a mobile phone authenticator app, or an email to verify that it’s you, that’s accessing your account. Microsoft says that “MFA can block up to 99.9 percent of account compromise attacks.

5. The Clichéd, have a strong Password

It sounds cliché but it adds a layer of security. Don’t use your birthday, password123 or your name. Use something more complicated that only you would know. Also be sure to change it up every few months, or sooner based on your corporate password policy, so that you’re more secure from cyber attackers. Equifax lists some helpful tips for a more secure password

At the end of the day, cyber-attackers are not going away and there is not a 100% percent sure way to protect your system. Cyber attackers are going to keep finding loopholes in your system and are going to continue to exploit that. The best we can do it is to keep our systems secure and to take the proper precautions.

With Klik Solutions, we take your security seriously. Contact us at info@klik.solution

Quick Guide: Setting Up a Remote Workforce During the Coronavirus Crisis  

remote work

Flattening the Curve. That’s the most basic rule businesses can follow as COVID-19 – the dreaded coronavirus – spreads around our communities. 

But business needs to continue. Your customers and employees depend upon the services or products you provide for their remote work. 

One of the most effective ways to help flatten the curve is to enable as many of your employees as possible to work remotely from home.  

There are a few helpful items to make for a productive, safe remote working environment. 

Communication & Collaboration Tools 

  • Microsoft365 gives business access to cloud based tools such as Microsoft Teams for internal collaboration & communicating in real time. SharePoint is another MS365 tool that allows teams to collaborate as well as securely share documents and other assets. 
  • Cloud applications like Skype, Zoom and Slack allow your team to communicate with each other and with clients, vendors, and prospects anywhere in the world.

Centrally Managed Access & Security 

  • Your Managed Services Provider (MSP) is a fantastic resource to set up secure remote VPN access tools. For example Sophos Clientless Remote Desktop, Sophos VPN, SonicWall VPN, and others. 
  • As part of your MSP platform, user endpoints – laptops, tablets, and other company provisioned devices – should be optimized with the latest security patches and updates.  
  • MSP managed security tools also include managed anti-virus, anti-malware, ransomware protection, spam filtering. And other automated features to reduce security risks. 
  • Enable extra layers of security protection such as multi-factor authentication (MFA), updated password policies, and other features for your business applications. 
  • Remind remote employees DAILY about security threats such as phishing, safe internet use, and other cyberattack methods. Therefore employees need to be even more diligent when using email and the internet away from the office in their working environment. 

Your Business Controls the Technology 

  • Depending on security controls your business has in place, there may be changes required for a secure remote workforce. It is critical at this time that your organization continues to be diligent to avoid lapses in security. 
  • Be sure that the technology your employees use for business are devices and connections that your business controls. Use of personal devices, the ability for employees to ‘kill’ certain protections, or using devices that your MSP can’t “see” should prevent them from connecting to your network. 
  • Have an up to the minute inventory of all devices online and under management. And keep track of where those devices are physically. Once a device leaves your place of business, there’s always a risk of that device being lost, stolen, or inoperable. So your MSP should be able to provide an end point protection that tracks and secures devices remotely. 

Keep Tabs on your People 

  • Make sure everyone has accurate up to date contact information. Put this information into a document for employees so they can connect with one another outside of communication applications if necessary. 
  • Communication from leadership is key to making sure production levels remain as high as if everyone were in the office together. Check in, schedule conversations, and remain social to keep your teams engaged. 
  • Create a hierarchical communications protocol for any all staff or departmental communications. There are additional tools such as SMS/texting, and messaging apps that can be used outside of the corporate email chain if necessary in your remote working environment. 

Know How to Get Help 

  • Make sure your employees know how to get help desk support from internal contacts or your MSP. It’s easy to find “workarounds” when they’re away from the office. Ensuring an easy path to IT support eliminates security, downtime, and data loss risks. 

Finally, pay attention to information posted on the CDC and WHO websites, above all social media channels, and other forms of communication. This will help you communicate clearly with unbiased information when making decisions and updating your team to any changes in the pandemic. It can also guide you on policies for client visits, employee travel, events, and more. 

For more information about how Klik.Solutions helps businesses with advanced, tailored remote working solutions, contact info@klik.solutions or visit www.klik.solutions. 

Stay Healthy! 

Klik.Solutions Annual Event to Support Boys & Girls Clubs of Metropolitan Baltimore

Klik.Solutions Annual Event to Support Boys & Girls Clubs

BALTIMORE, MD – Klik.Solutions, an industry leading IT Services Provider, is excited to support the Boys & Girls Clubs of Metropolitan Baltimore at the 6th Annual Tournament Tip Off Event. The event draws over 200 area business leaders and IT pros for a day of casual networking during the first full day of the NCAA Men’s Basketball Tournament.

Support for BGCMB around the event includes raffle items such as Cal Ripken, Jr. memorabilia, gift cards from local spots like Checkerspot Brewing, Myth & Moonshine, Green Turtle Hunt Valley, and Crossbar Biergarten. Silent auction items, awareness for BGCMB, and college sports trivia round out what has become one of the most anticipated local business events of the year.

Klik Solutions support the young people

“As a business based in the heart of Baltimore City, it just makes sense for Klik to support and partner with an organization dedicated to fostering the success of the young people who are so critical to the future of Baltimore” said Marc Winter, Klik.Solutions Chief Marketing Officer. “The vision and leadership of the Boys & Girls Clubs of Metropolitan Baltimore align with our commitment to the youth of the city. We’re proud to have our platform of an incredibly successful event to create awareness of the BGCMB mission to the Baltimore business community, and have a lot fun in the process.”

“We are thrilled to team up with Klik.Solutions to help further our mission to enable Baltimore’s young people, especially those who need us most, to reach their full potential as productive, caring, responsible citizens” said Jeff Breslin, who became Executive Director in October of 2018 to lead the organization on its Path Forward transformation plan. “Collaborations like this one with Klik, a local business with a passion for a better Baltimore, positively impacts our city on a multitude of facets. We are thankful for their support and look forward to a great day of hoops for the kids!”

Joining the event on March 21st

Klik.Solutions is dedicated to supporting BGCMB beyond the event. They will make a $100 donation to BGCMB on behalf of every business that engages Klik for a complimentary CIO strategy session.

If your business is interested in joining the event on March 21st or more information about services, contact Marc Winter by email marc@klik.solutions or call 888.959.1196. All proceeds from the event benefit the Boys & Girls Clubs of Metropolitan Baltimore.

About Klik.Solutions IT Services Provider

Klik.Solutions is dedicated to a successful IT experience for our clients. They provide Managed IT Support & Services, Managed Security, and proprietary Molnii Cloud Services for small to medium size businesses, delivering the same personal touch as internal IT support with the economies of scale of global enterprise expertise. Klik.Solutions is based in Baltimore City, with wholly owned operations centers in Amsterdam and Kyiv. For more information visit https://klik.solutions

About Boys & Girls Clubs of Metropolitan Baltimore

Today, Boys & Girls Clubs of Metropolitan Baltimore (BGCMB) serve over 500 young people at one of our Club locations. Entering our second decade of existence in Baltimore, our opportunity to impact the city we love is significant and exciting. The city of Baltimore needs a strong and growing Boys & Girls Clubs organization. For more information visit https://www.bgcmetrobaltimore.org/

Getting Personal with Klik.Solutions

Customer success

Meet Bill Pritchard Director of Customer Success

Bill brings a unique, successful background combining customer service and engineering expertise. As a matter of fact, Bill was responsible for creating the role of Director of Customer Success. Prior to joining our team, Bill was a specialist for a global IT consulting firm. Where he traveled the world on projects primarily in aviation to ensure projects exceeded customer expectations. That attention to the customer and the ability to translate tech into real results are how Bill led outsourced help desk with customers like Google, Toyota, and Goldman Sachs. Bill is the perfect fit to keep our current and future customers more than satisfied.

KS: What gets you excited about IT and working with customers?

BP: I really enjoy working with both sides, meaning the customer side and our operations side. It’s rewarding to see results in such a short period of time and on a consistent basis. Knowing the possibilities to make IT a powerful tool to help customers see new or unique opportunities to grow their business. And also working with our technical folks to make those opportunities a reality is what gets me up in the morning (laughs). It’s really just about building a communication bridge between technical and business. I truly believe that customer success is paramount to our success.  I’m always striving to make the customer experience better each day.

KS: It’s interesting that you’ve managed support for global giants – Google, Toyota, Goldman. What was that experience like?

BP:  Well, for starters, most of our end users were legal teams with really tight deadlines. I was tasked as a Manager to understand what these end users really needed, which were reduced incident response and incident resolution times. Time really is money – a lot of money at that level – so by improving processes to exceed the customers’ requirements saved thousands of dollars per incident. It also allowed them to meet demanding review deadlines making our end users a lot happier. Another neat challenge was making sure all “severity 1 and 2” incidents aggressively worked on and resolved by coordinating multiple engineering teams and across all time zones worldwide. Helping coordinate our Klik teams in the US, Amsterdam, and Ukraine is almost second nature at this point.

KS: You have a pretty interesting background, a very non traditional path to an IT leadership role.

BP:  Actually, my first love is aviation. I grew up flying all around the county in small aircraft which put me around technical and engineering people a lot. So, I started out in aviation, received my Aircraft Mechanics license from Embry Riddle Aeronautical University and my Avionics training from Clayton State College alongside Delta mechanics who were transitioning into Avionics. Technology and computers eventually worked hand in hand with Avionics. The transition into IT engineering and infrastructure was just a logical progression. I mean, I’ve traveled the world on engineering teams installing world class Air traffic control communication network switches at major airports like Dallas Fort Worth, and in Croatia, Germany – much of Europe and the US.

KS: Definitely a unique professional background. What are some of the unique things you enjoy in your personal life?

BS: Travel for starters, especially the Caribbean. I also enjoy the outdoors, hiking, kayaking, sailing, skiing, and I still keep in the air flying gliders. If you ask anyone at the office they’ll tell you my first passion is coffee. I admit, I’m a big coffee snob and have been fortunate enough to enjoy some great coffeehouses around the world. But my real love is being a grandfather to eight wonderful young grandchildren – I know, I don’t look that old (laughs)

If you’d like to know more about Bill and how he can help your organization – or just grab a cup of really good coffee – you can reach him via email bill@klik.solutions or calling 888.959.1196

In The Community – Klik Supports Softball Revival in Baltimore

Klik Supports Softball Revival in Baltimore

Klik.Solutions was proud to support the South Baltimore Little League (SBLL) initiative to revive a proud girls’ softball tradition this season. As sponsor of the SBLL Mustangs, we were proud to help our team. Which consists on 12 little league ladies learn the skills, team building, and joy of the game while helping them build confidence.

“We really view softball as a path to scholarship for so many of these young ladies. The league, coaches, and parents all worked hard to get this organized.”, said Marc Winter, Mustangs coach and Klik.Solutions CMO. “It was absolutely amazing to see the transformation in skill level throughout the season. How much fun the girls all had. We all really look forward to expanding the program next year to include more players, parents, and coaches.”

SBLL Softball was a powerhouse organization into the early 1980’s with many state championships and success stories. The impact on the revitalized South Baltimore community was felt during the 2018. Little League parade as former players lined the streets and cheered the new young ladies with the nostalgic team names – Mustangs, Sluggers, and Rockets.

The softball program for SBLL is open to all girls in Baltimore City ages 5 through 9. For more information please email Marc Winter marc@klik.solutions.