Mount Pleasant · Kenosha · Milwaukee, WI | Serving clients in 29 states
Mount Pleasant · Kenosha · Milwaukee, WI | Serving clients in 29 states
Part of the managed relationship
Your people do not care about our monitoring platform. They care whether someone picks up, whether that person can actually fix it, and whether they have to explain the whole thing again next time. So that is what we measure, on every ticket we close.
Delivered under a CCB managed services agreement. US-based CCB engineers, with tiered escalation included.
How we hold ourselves to it
Satisfaction is measured on every ticket we close. It is not sampled, not collected once a year for a brochure, and not limited to the ones that went well.
4.95/5
Average net customer satisfaction score,
across closed support tickets
What that number actually means
An average of 4.95 out of 5 is not the result of an occasional excellent week. It means the ordinary tickets (the password reset, the printer, the thing that broke on a Tuesday afternoon) are consistently handled well, because those are the overwhelming majority of what any service desk does.
Measured on every closed ticket. Complaints count the same as compliments, which is the only way a support score means anything.
99%
Of issues resolved remotely, without a site visit
24/7
Monitoring and emergency coverage
Under 3 min
Average response time
How your team reaches us
Your people use whichever suits the moment. It lands with the same team, against the same history of your environment, so nobody starts from scratch.
For anything urgent, or anything easier to explain out loud than to type.
Raise and track tickets, see status, and keep a record of what was done and when.
Send it and get on with your day. It becomes a ticket automatically, with nothing lost.
What actually happens
01
However you contact us, it becomes a tracked ticket. Nothing depends on someone remembering a conversation.
02
Your environment is documented and monitored, so nobody has to ask what you are running before they can start.
03
99% of issues are resolved without a visit. When one genuinely needs hands on it, we come out.
04
Every closed ticket gets a satisfaction request. That is where the 4.95 comes from, and how a bad experience gets seen.
What’s included
Laptops, desktops, phones and the peripherals attached to them. Whatever your people work on.
Outlook, Teams, SharePoint and the shared-drive permission questions that come with them.
The single most reliably infuriating category in all of IT, taken off your team’s plate.
New people set up with the right access on day one, and departing people properly removed.
Resets, lockouts and permission changes, handled securely rather than by whoever is nearest.
Wi-Fi, VPN and the “the internet is down” reports that turn out to be four different things.
First-line support for the software your team uses daily, and liaison with the vendor when it is theirs to fix.
Monitoring catches a lot before anyone notices. The best support ticket is the one nobody had to raise.
Your environment written down and kept up to date, so support does not depend on one person’s memory.
How this fits
The reason we resolve most issues on first contact is that we already monitor, patch and document your environment. A support desk with no visibility into your systems is starting every call from zero.
The relationship this sits inside. Monitoring, service desk, infrastructure and planning under one agreement.
Already have IT people? We can take tier 1 volume and after-hours cover while your team keeps control.
Where a large share of everyday tickets originate, managed by the same team that answers them.
In their words
Lighthouse Christian Center · Anne Jones on working with CCB
Values and service, both
“CCB checked all of the boxes AND shared our values.”
Anne Jones
Director of Business & Operations, Lighthouse Christian Center
“There is no issue too big or small for them to handle.”
They have gone above and beyond our expectations, and they sincerely care about every customer.
CCB Technology
“They give me the 24/7 IT support I need.”
The CCB team manages my entire network and they go out of their way to make sure I’m well taken care of.
President & CEO, Wiscon Products
“They clearly communicate what they are doing and how they are doing it.”
That helps us know how to prevent an issue from occurring again.
Senior Manager of IT & Facilities, Precision Plus
Common questions
An IT service desk is the support function your staff contact when something technical stops working: a device, an application, an account or a connection. A managed service desk means that function is provided by an outside team rather than staffed internally.
CCB’s service desk is delivered under a managed services agreement, and your people contact it directly rather than going through an internal coordinator.
CCB measures customer satisfaction on every closed support ticket, and the current average is 4.95 out of 5. Every ticket generates a rating request rather than a sample being taken, which means poor experiences are captured alongside good ones.
This is the figure CCB publishes, and it is a different measure from the public review score shown elsewhere on the site.
Yes. CCB resolves 99% of issues remotely, without waiting for someone to travel to your site. Remote resolution is faster for the person waiting, which is why it matters more than it sounds.
Where something genuinely needs hands on hardware, CCB attends on site, which is part of why a regional presence in southeastern Wisconsin still matters.
CCB provides monitoring and emergency coverage around the clock, and support hours for routine requests are set out in your service agreement. The distinction matters: monitoring never stops, and urgent issues escalate at any hour.
Exact coverage is confirmed during onboarding so there is no ambiguity about what is available when.
You work with a consistent team that knows your environment, rather than a different stranger on every call. Your setup is documented and monitored, so whoever picks up already has the context.
This is what CCB means by being relationship focused: the difference between a support desk that knows your business and one that asks you to describe it again.
Your staff can reach CCB by phone, by email or through the self-service client portal, whichever suits the situation. All three route to the same team and the same ticket history.
Nothing depends on one person passing a message along, because every contact becomes a tracked ticket automatically.
Service desk support is part of your managed services agreement rather than billed per ticket, so your staff never hesitate to ask for help. Tiered escalation is included, and every request is handled by CCB’s own W-2 engineers and technicians, all based in the US.
Charging by the ticket creates the wrong incentive: people stop reporting small problems, and small problems become large ones. The specific scope is agreed during onboarding.
Yes. Taking tier 1 ticket volume so an internal team can focus on higher-value work is one of the most common co-managed arrangements CCB provides.
The split of which ticket types come to CCB and which stay in-house is agreed in writing during onboarding.
Let’s talk
Thirty minutes, no obligation. We are happy to talk about the ones that did not go well, because measuring every ticket means we actually know.
