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What Midsize Companies Should Look for in a Managed Service Desk - CompuCom - Blog

What Midsize Companies Should Look for in a Managed Service Desk

The middle child. The middle seat. The middle of the road. It’s tough being in the middle — as any midsize company can tell you. Your smaller counterparts are faster and more agile. Your enterprise rivals have greater resources and bench strength. Meanwhile, you have to compete with both.

The same is true of your IT resources. Small businesses can get by on a shoestring. Corporate behemoths have the funds for best-in-class infrastructure. Midsize companies are expected to field a world-class IT capability — yet on a midsize (read: really tight) budget.

Nowhere is this more relevant than in end-user technical support. You need to squeeze every advantage out of your IT investment. You need to coax all the focus and productivity you can from your employees. But you can’t allow IT service management to become complex and expensive.

IT service providers have been slow to recognize the gap in mid-market managed services. But there are technical support solutions designed specifically for midsize organizations. The key is to find a solution that’s right for your organization — and that will deliver a tangible competitive boost to your operations.

Midsize Service Desk: Fair to Middling?
The middle market is often referred to as the growth engine of the U.S. economy. In 2015, midsize companies expanded sales by 7.4 percent — compared with 2.9 percent for companies in the S&P 500, according to the National Center for the Middle Market. They also added jobs at a 4.3 percent rate, more than twice big business’s 2.1 percent.

But midsizers are worried, says a recent Deloitte study. In fact, among the top-five obstacles to growth is the cost of keeping up with technology, along with other top-of-mind issues such as an uncertain economic outlook.

Providing top-notch IT service management is a big part of keeping up with technology, because it directly impacts both operational expenses and employee productivity. Effective technical support can make or break your IT return on investment. And happy, productive workers are key to your organization’s ability to innovate, respond and succeed.

The trouble is, enterprise-class helpdesk solutions can be costly, and they don’t typically scale below 5,000 end users. Consumer-level options are more economical, but they aren’t robust enough for the mission-critical operations of fast-growing organizations.

Standardized Support, Big Results
As a midsize company, you need to identify an IT service management solution specifically designed to meet your unique needs.

First, look for a managed service desk that’s packaged and priced for companies that have 250 to 3,000 or more employees. Then, be sure it offers these essential capabilities:

  • A managed service with established tools and service metrics
  • Proven IT Service Management (ITSM) processes
  • Multiple contact options for end-user technical support needs, including chat, self-service, automation, electronic and telephone
  • Knowledge and best practices for today’s complex devices — from smartphones and tablets to laptops and desktops
  • Automated workflow and technical support solutions
  • A self-service password reset tool
  • A partnered approach to educating and communicating with users for faster and more cost-effective service management
  • Data analytics that drive recommendations for continual improvement

While the solution should be focused on the mid-market, the results should be enterprise-class. Look for these metrics:

  • Up to 90 percent first call resolvable rate
  • Up to 80 percent of support calls and chat requests answered in 60 seconds or less
  • Up to 85 percent of password-reset calls avoided through self-service
  • Up to 30 percent cost savings through ITSM-based processes and recommendations for lower-cost contact options

“Middle” and “medium” are often associated with negatives: average, ordinary, mediocre. But you’d never think of your midsize company in those terms. And you shouldn’t have to approach your IT service management from that perspective, either.

Midsize companies often occupy the sweet spot of their markets: solid, yet flexible, established, yet dynamic. You should be able to get an end-user technical support solution to match.

Please feel free to post a comment or question here.


Publish Date: August 12, 2016 5:00 AM

2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

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