Everything You Need to Know About Technology Support Services

Many businesses have punch lists of items to get done as they come out of lockdown and move toward full capacity.  In some cases, a technology refresh is needed to ‘right size’ IT for what has become the new normal. IT resources can be Challenging, especially since most IT teams are focused on software and operational efficiencies to protect and manage the business.

What are technology support services?

Businesses need a service to support all this technology to maximize the effectiveness of their IT teams with the lightest touch possible to their core business. A Technology Support Service (TSS) to swap out laptops, routers and wireless access points for devices that fit the path ahead. Get rid of expensive POTS by switching to VoIP, add bandwidth for video calls and build an SD-WAN across all locations to manage those vital business services.

Why are technology support services important?

How are you going to get that punch list done on time and on budget if everyone onsite is booked up with customers? You’ll need a business partner that understands technology, which deploys it every day and is a bit over the top when it comes to great customer experiences. 

BullsEye understands the pain points our customer’s experience. Typically, they are in three main categories:  

• Remote IT staff finding difficulties working with local staff because a lack of training, there are few shared terms, and the local staff can be nervous because they don’t want to break anything.
  • The work is frustrating, frustratingly long, and prone to errors due to lack of experience.
  • The IT staff has a pile of tickets to get done ASAP.  And, they could have the issue resolved in a few minutes if they just could go there themselves. 
    • Sometimes they do, at great expense to the company for:
      • plane tickets
      • hotel rooms
      • food
      • lack of productivity getting other IT work and projects done
• Local Salespersons and Sales Managers are not generating revenue, something they enjoy and are good at, when they are on the phone with IT getting frustrated with the mnemonic plague of acronyms and terms.
  • Maybe a few sites have someone with some experience and the success of a location that has hundreds of thousands, if not millions, is dependent on someone ‘good with computers. 
  • Also, how is this time fooling around with IT going to impact their quota? 
  • What if they break something and the store has to close?  How is THAT going to mess up quota then!?
• Project Managers scouring websites to locate resources to support their projects. 
  • Reasonable due diligence is evaluating Tech profiles to make a list of Techs to call about the scope. 
  • Suppose the PM gets lucky, only 3 phone calls of 5 minutes each per location to interview Technicians.  
  • Spending just one minute looking at all profiles near a given site and five minutes on the phone with only 3 Techs for 30 locations would take the PM 8 consecutive hours to complete. 
    • Some PMs would have to take a PTO day to get that kind of time to focus on just 1 project.  And, they have a deadline coming up quickly.

Who has the right resources?

BullsEye delivers technology resources to customer sites. As a matter of fact, we’ve offered these services for over 20 years. We’ve developed talent pools of approved independent contractors across the U.S. and Canada to get technology done right the first time. Many of these contractors are local entrepreneurs, some of whom used to work for local exchange carriers before the collapse of plain old telephone service (POTS).  What does technology support services provide? What are some of the things that BullsEye contractors help with?  Here are a few:

• A big screen monitor needs to be mounted
• Batteries need to be changed on the UPS battery backup units in multiple locations
• A webcam is not working and needs to be swapped out
• A data drop is needed for an interactive display
• A failed wireless access point needs to be replaced

TSS has proven very valuable to our customers. These technology support services allowed my customer’s IT staffs to stay put while my team took over. We went to our talent pools lined up the ‘usual suspects’ of Technicians we have had great customer experiences by providing talent that already lived where the work needed to be done. 

How do I get technology support services?

When you contact BullsEye for TSS, we take the chaos out the situation by sitting down with you and listening closely to understand your needs. BullsEye next makes it predictable by setting up the right scope of work to fulfill your needs. Then we will run a pilot program to work out unforeseen issues and build efficiencies. Finally, we scale it up to get your project done. 

At the end of the day, my scope of work or yours, they are both just outlines of what needs to get done, where it needs to get done and how it needs to be done.  Everyone at work will think of you as the innovator who not only gets it, but gets it done. Get a hold of BullsEye today, and let’s get items off of your punch list and on to your done list.