Computer System Repairs V.S. Computer System Performance

Computers are supposed to make things easier. But when computers don’t work the way they are supposed to things are anything but easier. I receive phone calls every day from small business owners looking for solutions to immediate problems.  Murphy’s Law being what it is the issue typically occurs at the worst possible time. E-mail goes down at the exact moment that the big proposal is due.  It’s the worst possible scenario because you’re at the mercy of the IT partner.   Maybe the IT partner that you just called has the available resources to help you and maybe it doesn’t.  If the partner does have availability, I can almost guarantee you that the emergency rates you’re charged will feel like highway robbery.   As if that’s not enough, the IT partner won’t know anything about your computer systems  so the very best you can hope for is a quick break fix patch that lets you get back to what you were doing without causing some other bigger problem down the road.  (An that is unlikely)

When I receive these calls I always tell the person on the other end of the line the same thing, "I really wish I could help you, but I’m afraid this isn’t the way that we work with our clients.”   Endsight’s approach to computer system support is fundamentally different when compared to the more traditional break fix or reactive style support model.   Instead of waiting for something to go wrong, our team is working in the background to monitor and proactively tune our clients computer networks to that  they have less problems to begin with. Of course, good maintenance and proactive tuning can’t head everything off and so we do provide reactive support via the Endsight Response Center. Our average response time for an inbound telephone support request is 5 min. or less.  Each time that we close a support ticket, the client receives a client satisfaction survey with five questions. On average, our survey responses ranked 95% highly satisfied.

But even with reactive support there is  key difference between Endsight’s approach when compared to an "as needed" support approach. Endsight response center engineers have access to a wealth of information about each of our clients networks. We are incredibly diligent about making sure that we document each of our clients computer systems before providing reactive support. This helps to assure that when a client calls for reactive computer system support that the response center engineer already has access to all of the information he or she will need to solve the client’s issue. This really helps to reduce the amount of time it takes to solve the problem and also helps to de-hassled the support experience from the client’s perspective.

No one likes the duress that’s caused by reactive repairs. We’re always happy to see the plumber or the HVAC guy but we dread the bill.  The only consolation we have is the hope that the repair we just paid through the nose for will hold for a few years. Computers are a different story though. We’ve all been using them long enough to know that they’re  temperamental little buggers and that in the not-too-distant future that were going to have problems.  That being the case, it’s far less painful to find an IT partner before you have a problem and as you evaluate your options it’s a good idea to look for an IT partner that’s more focused on making sure the problems don’t happen in the first place.

Our clients engage with us to continuously support their network.  To learn more about our Outsourced IT service click here,   or you can can schedule an appointment with me to talk about the details of your specific situation by clicking here: contact us.