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When your clients need technical on-call
support services – three steps to take

 business continuity strategy best practices

Those inevitable evolutions in technology that your clients must embrace to stay competitive tend to involve integrations of old and new systems, software, functions, and processes.

These efforts often require long-term as well as short-term technical expertise. In effect, your clients require technical expertise on call 24 x 7 x 365.
Meeting that need takes three steps:

Step one: Understand the challenge

Don’t forget that the complexities of today’s IT environments spawn issues and problems that may seem small but can bring your clients’ operations to a dead halt until they’re addressed.

Perhaps email or IP phones are down. Maybe some department has suffered a ransomware attack. Or there are router problems, or…

These sorts of problems span a vast range of technical realms. After all, the tech who’s adept at limiting the harms of ransomware may not be so good at curing your IP phone ills. Nor can your clients anticipate when issues might occur.

Here’s what that means in practical terms:

1   Your clients need access to many types of technical expertise that they can trust are appropriately certified and vetted.

2   Your clients can’t predict when they’ll face technical hassles, so they require 24 x 7 x 365 on-call access to technical expertise.

3   Your clients will see much faster resolution — which is important since their issues are almost always time-sensitive — if you (or they) can access technical expertise via a single point of contact with experts who are already familiar with your clients’ IT environments and businesses.

Practically speaking, then, the most cost-efficient way to get the reliable, trustworthy technical expertise your clients need whenever they need it is via a technical on-call support service.

Step two: seek deep expertise in a provider

Choose a technical on-call support services provider with deep expertise, which you’ll find in providers with proven strength in…

  • A wide swath of cloud and managed services that includes long experience operating network operations centers and a global network of data centers;
  • Successfully completing complex, leading-edge custom technology consulting projects;
  • Umbrella Support Services that cover clients’ entire IT infrastructures, beginning with an infrastructure assessment that offers prioritized infrastructure improvement recommendations;
  • IT help desk services;
  • IT staffing services; and…
  • IT training services.
Step three: pay attention to onboarding

Make sure your clients’ technical on-call support services provider has a well-established onboarding process so their experts understand your clients’ IT environments before they seek help. This enables easy issue escalation and saves your clients time, money, and resources. (Here at Quest, we onboard our technical on-call support services clients exactly as we do our managed services clients).

Agile, responsive, dependable technical expertise whenever your clients need it is just a phone call away. If you haven’t already, give it a try. Your clients will thank you.

Adam Burke
Meet the Author

Adam Burke is Quest's Vice President of Sales and Partnerships.