Experts

Swanson is Marco's Practice Group Manager

9 facts about your managed IT support team you’ll be glad to know

When you’re deciding whether or not to partner with a managed IT service provider, there are some things you should know

By Sue Swanson
Thursday, November 5, 2015

When you're deciding whether or not to partner with a managed IT service provider, there are some things you should know. Here are nine facts about our support team that will make a difference – in your partnership, in your business technology and your success:

1. THEY'VE GOT SKIN IN THE GAME

When you're dealing with managed services, you don't want someone who's just going to pass you along to a different company. You don't want a middleman. Instead, you want to know that they need you just as much as you need them. Marco employees are more engaged and committed employees, which translates to better customer service—before and long after the sale.

2. 98% LIVE CALL ANSWER RATE

When your most important client is on their way over and you need to pull up a presentation in your conference room, but your server is down, panic sets in. What prevents panic? Having a managed IT provider that you know will answer the phone and help you out immediately.

When you call Marco with questions, you'll get the answers you need – without having to wade through a long stream of automated prompts. We consistently maintain a 98% live call answer rate and we monitor our response rate in real time to make sure we have enough staff in place to answer your calls as quickly as possible.

3. TIERED SERVICE AND SUPPORT

Every business has unique needs. A business with ten employees is going to require a different level of service than one with a thousand. And, an organization without an IT staff is going to need different services than one that has IT expertise on hand.

Our tiered service and support staff allows you to get the help you need, when you need it. So, whatever level of expertise your business requires, we have people in place to provide timely service and support.

4. 97% REMOTE RESOLUTION RATE

When you have a problem with your IT services, you don't always want (or have time) to wait for a technician to come to your office and solve it for you. That's why we focus on our remote resolution capabilities. By solving your problem over the Internet or phone, we can decrease your downtime, increase your uptime and generally improve productivity in your office.

5. DAILY ON-SITE SERVICE

Though we pride ourselves on our ability to resolve issues remotely – we know this isn’t always the case. This is why we have techs available to be on-site at your office and find a solution to the issue causing delays and frustrations. At Marco, we do our best to make sure there is no extended wait for service and support – as soon as we are aware of the issue, we’re ready to tackle it.

6. LIVE MONITORING OF INDIVIDUAL AND TEAM METRICS

We monitor our people to make sure we are offering the best service possible to you. We continuously monitor our ticket activities, live-call answer rates and how many client services professionals are available in the call queue at any given time. We use these real-time metrics to ensure your questions and issues are given the highest priority and are getting resolved in a timely manner.

7. OVER 60 LIVE CLIENT SERVICE MEMBERS

Our front-line of support is staffed with over 60 live client services members right at our offices. We don't outsource our support offshore or bring in entry-level people who may or may not be able to answer your questions. Our team members are qualified to fix your problem on the spot ... or quickly connect you to someone who can.

8. 24/7 MANAGED IT SUPPORT AVAILABLE

Different businesses operate at different hours – we get that. You might have a conference call with someone on the other side of the world – that means you need to be awake, coffee in hand, in the middle of the night, and there's nothing worse than arranging schedules and staying up late only to have your IT services malfunction and ruin the meeting.

For this and many other reasons, 24/7 IT support is available. We can’t predict when issues or malfunctions are going to happen, but we can be prepared if they do.

9. CUSTOMER SATISFACTION PROCESS

Your satisfaction with our support, services and your technology is a primary goal of ours. To make sure we are holding up our end of the bargain, we’ve created a customer satisfaction process where we ask our customers’ for feedback via a survey. Results are measured and charted monthly so we have the information we need to enhance our processes and continually improve our service to you.

The right managed print and IT provider can make all the difference in the success or failure of your office technology and productivity. So choose carefully. If you’d like to explore options with Marco, we’d be happy to continue the conversation offline. 

Begin exploring technology solutions for your organization. Start the conversation here

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