What happens when technology fails during a workshop or a presentation? What happens when you can’t log in first thing on a Monday? What happens when your laptop or mobile device won’t connect to the WIFI?
The fact is, technology can let us down – either because it breaks, something in the environment unexpectedly changed, or because it’s cumbersome to use. Whether it becomes a major disruption or only a minor inconvenience partly depends on how quickly the challenge is resolved. To avoid challenges making a significant impact on your end-users, implement a support plan that allows them to make one call for all issues, regardless of the technology involved.
Work with a single point of contact
Imagine a user runs into a problem in the middle of a presentation. They need help right away. Is it the display system? Or maybe it’s the network. If users don’t know what is wrong, who do they call? There’s no time to find and sort through multiple phone numbers or email addresses for all multiple service providers. They need it fixed, now.
When multiple support providers are involved and users must determine which group to contact, support is slower and less effective. If a user calls the wrong group, they must be told to call a different number or maybe get rerouted. Maybe the agent must open a ticket and then transfer it to the other group. This delays resolution, frustrates your users, and adds costs to your organization.
If something goes wrong when multiple support providers are involved, they may resort to finger-pointing rather than working together to resolve the issue. Support teams from different providers do not always communicate effectively or openly with one another. This leads to inefficiency and frustration for your employees and limits the effectiveness of the support provider. This problem can also have a knock-on effect on ticketing data which can lead to missed trends, root causes not being found. Furthermore, there may also be multiple ticketing systems coming into play with multiple providers, causing reporting and metric tracking to misalign or even contradict one other.
A single service desk for all technology issues, IT and AV, provides the most efficient and cost-effective way to support end-users across your organization.
A single service provider with a comprehensive IT and AV service desk can alleviate many of the issues above:
- Users have one group to contact for support – no matter the technology
- Support teams will communicate and work together – resulting in quicker resolution of issues
- Utilizing a single ITSM ticketing tool provides better data analysis and reporting, resulting in more informed decision making
- A single partner simplifies communication when g processes and knowledgebases require updates
Users should have a variety of options on how to get the necessary help, not who to contact for help.
You can avoid added disruption by setting up an IT/AV support service that gives your end-users access to the help they need with a single call. That single point of contact will help triage your request and connect you with the resource best suited to help.
The Mechdyne difference
Mechdyne has decades of experience supporting a wide breadth of technologies, as well as the users of those systems. Our support teams assist thousands of users a day with Level 1-3 issues. Support is streamlined and simplified for end users with a “one call for all” service, saving our clients both time and money. Our goal is to provide exceptional service so that your users can get back to their work with as little effort as possible.
Contact us today to see how we can partner with your organization and provide one unified program for all end-user support.