Professional, W2 technicians are used for national managed services.
Uh-oh! It's a Saturday morning and a retail store's POS system has gone down during the busiest time of the week. Does the store manager call corporate headquarters? Or the network provider? Or a local repairman? By the time these scenarios play out, your store has lost considerable revenue and everyone - from the store manager to the network provider to the IT manager at HQ - is frustrated.
If this sounds familiar, keep reading!
Companies, large and small, struggle with defining break/fix solutions that are scalable. While these "small" issues may seem small or take just a couple of hours to fix, time adds up across multiple sites. So, if you're managing these issues as needed, why do you need a managed service solution? We've developed the top five reasons why.
1. Your company spans multiple time zones and locations.
When an issue arises, you may need support within just a few hours. If your company has multiple locations across the country, it is difficult for a person in one time zone to quickly contact and deploy an outside vendor for services needed in a different time zone. Typically, a backlog of non-essential tickets will pile up, creating inefficiencies with the equipment not fully operational and those using the equipment on a daily basis. It sends a message to employees working in the field that the company does not care and is not engaged. It may also be useful to find a company with 24/7 support as remote troubleshooting can often fix the issue without the need for dispatch.
2. The person managing break/fix issues has other job responsibilities.
Managing hundreds of service tickets needing response or dispatch is a full-time job, simply put. Too often, the responsibility is placed on the IT manager who has several other priorities. Again, issues viewed as non-essential or non-emergency, get placed at the bottom of the "to do" list, creating an inefficient environment. This can also apply to any moves, adds or changes (MAC projects) needed for equipment installations, relocations or upgrades.
3. You are working with multiple vendors for remote support and field technician dispatch.
When locations span several regions or states, it is natural to contact a local company to dispatch technicians to the site. This model may work when there are a handful of sites; however, the strategy is too much to maintain when several locations are involved. It is unreasonable to manage dozens of local vendors, all with their own sets of pricing, dispatch times and capabilities. Specific national service providers are able to dispatch technicians across the country and have project management teams to manage the process for you.
4. You experience a combination of common break/fix issues or MAC projects.
One issue usually does not persist among multiple locations, but rather, a mix of low-voltage and light electrical issues. The most common issues include POS system issues, down Wi-Fi and wireless networks, adding a data drop, down phone system, video wall not working properly or CCTV / video security issues. Some of these issues may have a simple fix. For example, when multiple people are working around equipment, it may get plugged into the wrong switch, knocked over, etc. When a combination of break/fix issues occur, it's important and more cost-effective to have a national partner with technicians across the country trained in low-voltage or light electrical issues. Similarly, MAC projects also get piled on to the list of needs for a technician to perform. So, it's necessary to use a qualified company that can handle a variety of these projects at any given time.
5. Your current strategy does not include health checks or preventative maintenance.
It's easy to just react to break/fix issues. However, a managed solutions provider can also provide regular preventative maintenance, like UPS battery checks or cleaning cooling fans for switches and routers. These easy checks can save time and thousands of dollars by preventing breakdowns instead of fixing them when they arise.
If any of these scenarios spoke to you, Staley provides managed services that will save you stress, money and time. Learn about our National Service offerings!
Leave us a note and let us know if you've experienced any nightmare issues!