{"id":1915,"date":"2020-04-28T15:03:57","date_gmt":"2020-04-28T15:03:57","guid":{"rendered":"https:\/\/www.yardikube.co.uk\/?p=1915"},"modified":"2026-04-02T12:04:49","modified_gmt":"2026-04-02T12:04:49","slug":"help-on-the-front-line","status":"publish","type":"post","link":"https:\/\/www.yardikube.com\/en-gb\/blog\/help-on-the-front-line\/","title":{"rendered":"Help on the Front Line"},"content":{"rendered":"\n

There\u2019s no doubt that the services you offer drives customers through the door, but what makes them stay? There are a few things to consider\u2026 but let\u2019s start with the basics. Are they inspired to be the most productive versions of themselves when working in your flexible workspace? <\/p>\n\n\n\n

Connectivity is often voted the most valuable service in flex space but keeping it consistent and tailored to the user is another conversation. To enable productivity and keep members loyal, you will need support from a highly knowledgeable and experienced resource.<\/p>\n\n\n\n

We spoke to Frontline Yardi Kube Helpdesk Manager Craig Russell of Yardi, a provider of resilient Wi-Fi, network data solutions and real estate technology. Craig explains the importance of having access to a Helpdesk and the benefits to your business.<\/p>\n\n\n\n

Q. How does the Yardi Helpdesk support flex space operators?<\/strong><\/p>\n\n\n\n

A.<\/strong>\u00a0The Yardi Help Desk is designed to offer remote assistance to our flex space clients who use the\u00a0Yardi Kube IT<\/a>\u00a0solutions. We operate a team of experienced technical engineers who are always happy to help keep clients connected and operational.\u00a0<\/p>\n\n\n\n

We\u2019re at the centre of our client\u2019s IT infrastructure. We offer technical support and system diagnostics to inform clients of exactly what\u2019s going on, even when handling requests remotely. We\u2019re here to guide them through using the systems we install, from start to finish. <\/p>\n\n\n\n

Q.<\/strong> Yardi\u2019s technology is renowned for being resilient & reliable. What might go wrong to need support from the Helpdesk?<\/strong><\/p>\n\n\n\n

A.<\/strong> We receive a range of ticket requests from different types of users. A common one is \u2018my member\u2019s connection is running slow\u2019. Nine times out of ten, we discover an incorrect set up of their bandwidth usage package. If a coworking member has an agreed package of 10Mbps, but they\u2019re using all of it, the likelihood is that they will experience slow connection issues. This gives our clients the opportunity to upsell bandwidth packages to their members which increases revenue and ensures their members receive the best quality connection for their needs. <\/em><\/p>\n\n\n\n

Those that are IT literate love the Yardi Kube IT Helpdesk system because they can take their requests as far or as little as they want. For example, they might ask us if it\u2019s possible to see the collective usage of their main internet connection for all their users at any one given time, or even if they can fully manage the local IP address ranges given to an end customer if they happen to have certain bespoke network requirements.\u00a0On the other end of the scale, we have people contact us asking to help with their power cut, clearly not a Yardi Kube IT issue but we are always happy to help point them in the right direction. This is the level of service we like to give. We like to educate our clients when we help them too so that they\u2019re clued up going forward should the same problem arise.<\/p>\n\n\n\n

Q. Do you offer remote support or onsite support? <\/strong><\/p>\n\n\n\n

A. It\u2019s very rare that we have to send one of our guys in to deliver onsite support. Where onsite support is needed, it\u2019s usually due to a hardware fault which raises the question, \u2018how long have you been using this for?\u2019 We encourage all of our clients to keep their hardware up to date to avoid outages.  <\/p>\n\n\n\n

Q. What\u2019s your average response time? <\/strong><\/p>\n\n\n\n

A. There are 250 sites across the UK that operate connectivity using Yardi Kube IT and we strive to deliver exceptional technical support to all 250 of them. We pride ourselves on our response times. We aim to respond within one hour, but the majority of our tickets are resolved within 10-15 minutes. Yardi\u2019s Help Desk service is the premier proptech service for keeping our clients\u2019 finger on the pulse and keeping clients satisfied.<\/p>\n\n\n\n

Q. Has the Helpdesk been impacted by COVID-19?<\/strong><\/p>\n\n\n\n

A. The Help Desk is still running at full capacity, even in downtimes through the COVID-19 pandemic, our clients are still receiving the same level of service. We\u2019re seeing less requests obviously because many locations are temporarily closed, but there are still businesses out there performing \u2018house-keeping\u2019 in preparation for the eventual return of members. <\/p>\n\n\n

\n
\"Craig
Craig Russell, Yardi’s Frontline Helpdesk Manager<\/figcaption><\/figure><\/div>","protected":false},"excerpt":{"rendered":"

There\u2019s no doubt that the services you offer drives customers through the door, but what makes them stay? There are a few things to consider\u2026 but let\u2019s start with the basics. 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