With 2020 now behind us I am not sure if we should reflect on it as a year to forget or one to remember. We certainly all were challenged in one way or another, but in typical American fashion we have and will continue to survive as well as find a way to come out stronger. I would like to share some of the pivots Pegasus made in 2020 and the planned ones for 2021 to make sure we are doing everything we can to provide you top notch IT Support Services and Security today and into the future.
On the technology front we launched two new services. The first being a SOC (Security Operations Center) to provide 24/7/365 live monitoring and remediation of our clients’ networks. This Managed Detection and Response service provides real-time threat hunting and a true response to stomp out the threats before they can compromise your business.
We also introduced a new Advanced Intelligent SPAM and email threat detection solution in addition to our standard level.
The Advanced product adds:
- Artificial Intelligence to detect real-time spear phishing
- Cyber fraud defense
- Domain fraud protection
- Sandboxing of suspect email attachments for safe viewing
- DLP (Data Loss Prevention) to protect against sensitive data leaks
- Cloud based email encryption
As our clients’ needs increased so did our staff. In 2020 we expanded our help desk staff to increase the speed of our first response on support requests. There have been many challenges globally with supply chain and shipping. To account for this, we have added a new team member to managed procurement. This will further improve the accuracy of ordering as well as client communication throughout the process.
To help keep Pegasus’ goals and services in line with our clients’ needs and challenges we launched an annual program where I will meet one on one with our clients’ business owners and managers to discuss the coming year. This is followed up six months later with a with a survey to allow for adjustments in the second half of the year.
Heading into 2021 we are extending our standard support hours. We recognized that in a work-from-home world the need for support begins a few hours earlier. To accommodate this Pegasus is now offering the option of help desk support starting at 7:00 am.
To increase efficiency, we will be rolling out new phone options that will allow you to get right to the appropriate individuals you are looking for. Whether the need is technical support, scheduling, or your account manager, all will be directly routed with a single press of a button.
Lastly, we have developed a new client-facing invoice portal. Once launched in Q1 of 2021, you will have the ability to securely access all past and current invoices, setup auto/manual payment using multiple payment methods, and receive reminders of upcoming due dates.
No matter what 2021 throws at us, Pegasus will continue to adjust to deliver the level of support and quality of services our clients need and expect.