Managed Cloud Services: The Value is in the Service
November 30, 2016
By: Jack Connelly
The Cloud has spiraled into an incredible phenomenon in information technology. Public cloud. Private cloud. Hybrid cloud. You name the cloud platform and organizations are modernizing by taking the journey.
Applications and infrastructure are a significant investment towards business success. To capitalize on these investments, companies need support that maximizes system availability and optimizes performance.
An end-to-end cloud solution is far more than tools, processes, and technologies. The real value is in the services delivered and the expertise that managed cloud services providers offer to clients who make the decision to migrate to a Managed Cloud Services provider.
The proof is in the pudding.
The ability of a Managed Cloud Services provider to deliver a superior customer support experience to clients is the value. The value is in the service.
In a recent blog, Ted Chamberlain, a senior analyst for Custom Shop Strategies, relates:
“One must consider to what degree you need a provider who can co-manage solutions and effectively become an extension of your own IT staff. Word of warning: don’t under estimate the value of a deep and valuable relationship with a provider as they can make or break your business! Choose wisely! Your provider should have a strong, secure business model that is exclusive to Managed Services.”
Seamless Integrated Support
For more than 15 years, Secure-24 has provided outstanding support to clients in support of their mission-critical systems. And our support extends well beyond traditional help desk support.
Our Integrated Operations Center (IOC) delivers around- the-clock support for faster problem resolution. And even better, we scale service solutions to meet specific business needs. Our analysts possess several technical certifications and are focused on providing a superior customer service experience which translates into an industry-leading First-Tier Resolution (FTR) to clients.
New support representatives start customer service, doing Level 1 support, answering calls from clients. If the Level 1 technical representative can’t fix a problem, they send an instant message to a Level 2 engineer, who joins the call, which provides a high rate of first-call resolution, while at the same time training the Level 1 support representative. As they graduate from Level 1 to Level 2 to Level 3, it’s our way of building our talent. We build our talent in-house. We rarely hire senior engineers from the outside world; we like to build our engineers from the ground up.
This model translates in to top tier service. In fact, did you know that Secure-24’s IOC:
- Scores an average of 98% on customer satisfaction surveys.
- Resolves 97% of service request tickets within 5 business days.
- Responds to an average of 94% of all service tickets within 20 minutes.
- Responds to an average of 88% of all incoming calls within 60 seconds.
Wow! Those metrics are impressive and the proof really is in the pudding. The net of it is that superior customer service is engrained into everything that we do at Secure-24.
Without question, solid tools and strong technology are the foundation for any competent and quality service a managed service provider delivers, but the service is the value.
The true value is in the whole and not in the sum of the parts.
Learn more about our Integrated Operations Center.