The whole concept of Managed IT Services is to be proactive and provide as many of the services as possible remotely. That allows us to respond faster, be more efficient, and therefore provide the solution in a very cost effective manner. But even in today advanced technology networks some onsite support is still required. It could be as little as once a month or as often as a full 40 hours per week.
One of the benefits in the Compuquip model is we provide that year round coverage for onsite support and there is no vacation or sick days. How is that possible?
Each of our clients has a group of dedicated team members that support them. These are the team members that get the most familiar with the account. And when we have to go onsite we try to rotate 2 or 3 people for each account. This allows the end users to get comfortable with our team members and also provides some cross training and backfilling. Then as part of our process we try to not allow team members that backfill each other to be out of the office at the same time.
This allows us to always be able to react quickly to an onsite support request and not have to wait for someone to ‘get back from vacation’ or ‘get back from training’. So far it’s worked and our end users like the fact that we have back ups and are always ready to support them.
