The Client
The client is an educational travel provider and application developer. The company creates educational tours that connect students to new cultures, languages and people. Through company’s use of exclusive online tools, they help teachers create tours uniquely suited to provide both the best value and the most customized, authentic tour experiences.
The Challenge
The client has its own internal IT support responsible for issue resolution and it was also using an outsourced IT provider for level 2-3 escalations. The client required support and advice from engineers and consultants with specialized expertise and knowledge. The previous IT outsourcer failed to provide higher end consulting in a timely manner. When the client needed Level 2-3 support, they would call the outsourcer who would escalate the issue starting from level 1, which has already been done in-house. At times, it would take up to 3 days to escalate the issue to the engineers who were responsible for the level 3 problems. The employees were frequently unsatisfied with the failure of the managed services provider to solve more complicated problems on time.
The Solution
After experiencing major inconveniences with one IT support provider, the client went through a careful review process to choose a more suitable IT partner. After switching to StratusPointIT, the client was able to maximize employee productivity by cutting the IT support partner response time to 30 minutes. The process of issues resolution is much faster now as StratusPointIT has a robust 2-level escalation system. The client is also able to talk directly to an assigned engineer if the issue is urgent. StratusPointIT keeps detailed records on every matter so any engineer is able to jump in, understand the problem quickly and provide assistance right away.
The Results
Today, the fully functional network, servers and VOIP are in place and well managed. The client no longer worries about slow issue resolution or engineers unfamiliar with the problem at hand. We continue to make sure that the client is always strategically aligned for success by monitoring and proactively maintaining all the servers and network devices.
“Since switching to StratusPointIT’s outsourcing services about 2 years ago, my team was able to utilize the expertise and agility of a true outsourced partner to accomplish our projects faster and get the right level of support when needed”, says the customer.
