Reducing Costs and Improving Service with Remote Support

Clay Guinn, GSD Operations Manager, Pomeroy IT Solutions:
So, then we were able to resolve more at level one. And by being able to resolve more at level one, it help in a lot of different areas, including incident management and escalation management, because, as we brought that resolution to the level-one analyst, then when we had a particular outage or incident, they were able to then take that fix and deploy it in a more timely manner as opposed, again, to a parent/child relationship in the incident with queuing a bunch of tickets for your level-two, level-three support groups to have to get back to to confirm those resolutions, or even at times to apply that fix.

So, it really gave us a good vehicle to bring some more complicated resolutions back down through the roof to level one to deploy them in a more timely manner, which then, with the incident management phase, allowed us to return more people back to service in a more timely manner which in turn, as we all know in interdependencies, it increases customer satisfaction. And then, when you get to the call structure you get your people back to work quicker and being more productive, even when you have a particular outage or a particular incident that then would affect multiple people. So, it really allowed us to minimize that impact.

Also, in reference to fixes being able to be redeployed back through the roof, knowledge base enhancement. And I know a lot of the buzzwords out there today in different arenas are knowledge-centric solutions. We're definitely on board with that, because you have to be able to push those more complicated fixes back down to level one, which will allow you to resolve more at the desk either through first-call resolution or through first-level resolution so you can then reduce those desk side visits.