Reason #23: We Don’t Rest until your Computer Network is Safe07 Jan
I am told by our clients that our response times, our ‘fix it the first time’ mentality and our staff”s warm personalities are what keep them doing business with us.
However, I know that our monitoring system has something to do with it, as well. You see, we have a monitoring system that watches our clients’ computer systems 24 hours a day, 365 days a year. It alerts our team to services that need to be restarted, settings that need to be tuned, configurations that aren’t optimal and even software that is outdated. It’s this ability to be proactive and catch and correct small issues before they become big ones that gives a managed services provider like DedicatedIT the upper hand.
Every Managed Services Provider has a Computer Network Monitoring System now-a-days, Right?
Yep, but they don’t make the MASSIVE investment, of nearly $50,000, that DedicatedIT spent on our first one. Because the bar has been set low enough to allow nearly anyone with a credit card to become a managed services provider, how the data, that these monitoring systems create, is used is the most important distinguishing factor now.
South Florida Medical Office asks us to hit ‘Snooze’
Most of our clients sign up for one of our unlimited computer network service plans, but a few decide to keep their monthly costs low and go with a bare-essentials, preventative maintenance and monitoring only plan. The primary difference between the two is that, with the unlimited plans, we just fix stuff without asking you. With our lower-cost plan, we let you know that something needs to be fixed and you tell us if/when you want it fixed and then we bill you hourly. You can even decide to fix it yourself if you feel comfortable.
Recently, we received an email from one of our low-cost plan clients:
I am fully aware of the server status and all surrounding issues at this point. I will be in contact with your team, as I previously discussed with Adam, as soon as I have resolved the issues at hand. We can then discuss, Dedicated IT’s future role with the company.
No need to keep sending emails reminding us of the server status needing this type of assistance at this point
At first, I was taken aback from the email. Then, I quickly become very proud of our company. Our process worked!
- An alert came in to notify us of something not quite right.
- Our staff took ownership and reviewed the information.
- Next, they emailed the client to let them know about the issue.
- Included in the email were the options and our recommendation.
- Each few days, we followed up with our client to make sure it was top of mind.
- After weeks, the client got a stern “DANGER, DANGER” email.
- Finally, obviously fed up with our tenacity, the client emailed us and asked us to stop.
My response to our client?
[Business owner] hired DedicatedIT to ensure that your network is safe. It could be considered negligent if we did not email you to let you know that backups and/or hard drives are failing. As always, it is up to you all how/whether you want the items fixed, but we need to continue to alert you.
I hope that you understand.
Will your South Florida Managed Services Provider Stand up to YOU when it’s the RIGHT thing to do?
Just because a company is able to purchase a monitoring and billing system that let’s them become a managed services provider doesn’t mean that they have the processes, management structure and confidence in place to actually BE a managed services provider.
Make sure that your company is in good hands. It takes more than software and a credit card to be a high-quality, long-lasting business partner who won’t let you shoot yourself in the foot.
