100 Person Manufacturing Firm

[list_arrow][item]Situation:A 100+ employee print manufacturing company in Vancouver, Washington had purchased hardware and consulting services from Upward Technology for years, but it wasn’t until their full-time desktop support employee put his two weeks in that they decided to explore alternatives to having a full-time employee onsite.
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[item]Solution:

We became their outsourced IT resource, working closely with their VP of Technology.
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[item]Changes:

We implemented our Help Desk management tools and connected their VP of Technology in to our systems for complete transparency.

Implemented expectations for response times, resolution times and urgency.

Created comfort for employees used to “shoulder tapping” for technology questions, by spending time onsite each week getting familiar with the staff.

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[item]Results:

Reduced Help Desk IT costs by over 30%.

Reduced resolution times for problems.

Created clearer expectations for end users, which has greatly increased customer satisfaction.

Became a valuable process and technology advisor to the company, by tightly integrating ourselves with their IT management strategy.

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