Midsize companies need 24/7/Always enterprise-class tech support that provides cost savings through best practices.
Today, the U.S. economy counts on our midsize companies to fuel its growth. Midsize companies are not only adding jobs at twice the rate of big business, their sales increased by 7.4 percent in 2015 alone – 4.5 percentage points higher than companies in the S&P 500. As their economic importance expands, so does the need for technical support solutions designed specifically for mid-market commerce.
“Midsize companies deserve IT managed service that addresses the disruptive trends in the market while remaining committed to service quality and intimate client relationships,” says Jack Mansfield, Vice President of Digital Workplace Strategy at Bell Techlogix, “and they need an innovative service portfolio that scales from 250 to 3,000+ end users.”
Some midsize companies will opt for enterprise-level service desk solutions that cost more and cover too much, then try and manage them completely in-house. Or they will try to close gaps in inadequate consumer-level options not sophisticated enough for mission-critical operations. Either way, this do-it-yourself strategy often results in wasted money, time and resources, which is bad for business, awful for end users and ineffective for information technology.
Rather than focusing on projects that give them a competitive advantage, IT departments are mired in managing routine service issues. End user productivity is stymied by slow support response and inadequate problem resolution. As a result, the business does not benefit from the maximum return on its IT investment.
Right Sizing IT Support for Mid-Market
“Without effective managed technical support designed specifically to meet their unique needs, any company is at a disadvantage,” Mansfield says, “especially midsize companies that end up settling for slow response or inadequate coverage or inefficient management or the high cost of a support solution that is either too big or too small.”
Mansfield offers guidance to midsize companies looking for a managed service solution for the Next Gen Digital Workplace. First, “look for a managed service desk that’s packaged and priced specifically to that of the individual needs of your company,” he recommends. Then, make sure it’s capable of these critical objectives:
- Reduce call volumes and directly impact TCO
- Improve resolution rates and enhance productivity
- Control service desk costs by offering flexible long-term solutions
- Leverage leading support tools to drive operational efficiency
- Address multi-language support challenges
- Expand and contract to support key growth or expansion
- Enhance the end-user experience
“What you’re looking for is the very best end-to-end solution for service desk,” Mansfield says. “Focus on the right level of automation and specific needs of both the end users and the IT department to optimize cost, quality and continuous service improvement.”