Managed Services: Helping Our Clients Do What They Do Best

Our Managed Services provide powerful, flexible technology that supports our client's business specific IT needs and budgets.  For one of our clients, our team acts as an outsourced IT department, managing their technology without choking their budget.

Our client has a high transaction volume business, and having the transaction system down will cause significant business interruption.  Before we stepped in, our client's employees who are located throughout the United States, would reach out to their own IT support contact.  This contact was pretty much anybody who could fix the problem.  This method of support was wasting valuable employee time. When we stepped in, we set up a triage system between our client's employees, their vendors, and our team.  When a problem emerges, our client's employees can call in our support team who opens a ticket, and directs it to the appropriate vendor to make sure the problem gets resolved quickly.  In this way, our client is able to continue to run their operations without business disruption.  For example, a store might have a generalized credit card transaction problem.  There are a lot of dependencies with the transaction system for it to work properly.  The problem might be that the Point of Sale (POS) application is not working properly, the computer itself, the software on the computer, a hardware issue, the Firewall, or the Internet connection itself.  Someone who manages the store would not actually be able to identify the problem without investing a lot of time.  When an issue occurs, what they know is that system is down and as a result, they are unable to continue their operation.  By calling into call center to do vendor triage, we take the burden off of the store manager so he or she is able to focus on operations rather than trying to diagnose and resolve these system problems.  

Some of the challenges we faced in implementing this system was that it was hard to change old habits.  Some employees continued to use the usual go to IT help person near them to help fix the issue.  Over time they realized that this method usually ended up taking longer.  We addressed this issue speaking at our client’s annual conference where we introduced ourselves, how we work with their vendors, and went through general user training.  At the beginning, our client's employees were skeptical, most of them had previous unpleasant, unresponsive, and frustrating IT experiences.  We stood apart from their previous IT relationships, by stressing training and education.  We also ensured that users know how to leverage our other services to become as efficient as possible.  We know that first impressions are important, and we are focused on responsiveness of our service  during the ramp up phase which can sometime be challenging with new systems and procedures.  This is just another case of us becoming an extension of the team, something we really enjoy.

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