When it comes to technology for your business…
What sounds better…
An endless parade of tickets, chaos and lack of responsiveness from typical “reactive” IT support?
Technology is great when it’s working…but when it’s not…it can put your business in a bind.
You need that problem fixed. Now. Because any prolonged downtime could spell trouble for your small or medium sized business.
It’s rare that an IT incident impacts just one employee, or one area of your business.
Usually the “cost” of interruptions add up quickly, and spread – eating up productivity and resulting in lost revenue.
And when the issue is severe – like having your entire staff locked out of your network – it can have a devastating impact on your business.
Unfortunately, getting IT support when you need it is no walk in the park either.
And the lack of responsiveness, is not only maddening, it’s unprofessional.
Your frantic calls go unanswered. You’re still waiting on hold. Your ticket slips through the cracks. Or worse you’re ignored or forgotten.
The truth is…the IT support model is flawed – and you’re paying for it in more ways than one
Most IT support companies base their business model around reacting to help desk tickets. And they’ll use a significant portion of your IT spend just to throw someone else on the help desk to respond faster to the problem.
But, what if…
Your IT support focused on not letting the problem occur…
Rather than applying a temporary band-aid or always fixing the problem after the fact?
At Sensible Business Solutions, we’ve flipped the IT support model on its head.
Your IT partnership starts with our proactive approach that aligns Sensible Business Solutions technology best practices with your business objectives.
But what does a proactive approach really mean for your business?
Because of the overuse of the word proactive, it has lost some of its power and meaning.
That’s why it’s important to define Sensible’s proactive approach.
- Our “proactive” is dramatically different from other IT support companies
- Our proactive approach not only increases the efficiency and productivity of your technology, but impacts your business results
Other IT support companies focus on the what – the immediate short-term solution that puts your “fire” out after the incident has occurred.
This not only creates a reactive cycle that repeats every time an incident happens – it leaves your business at the mercy of IT support until they fix the problem and have you up and running.
Sensible Business Solutions focuses on the why.
Instead of only reacting after your IT fires, we prevent those fires from happening in the first place. Why did the problem happen? What caused the problem? How can it be prevented from happening again?
We spend more time and energy upfront, getting to know your business, processes, bottlenecks, and challenges.
With more focus on investigation, it allows us to cater to your specific technology needs and help eliminate problems before they happen and reduce dependence on a help desk.
In other words, we’ve built responsiveness into our process.
And for your business what we do in advance means:
- Less incidents
- Less interruptions
- Less chaos
- Less headaches
Our proactive, preventative approach gives your company more control and confidence with your technology. And helps eliminate the inefficient, time-wasting, and productivity killing cycle of traditional reactive IT support.
That’s why we believe…
The more efficient we are, the more efficient your business will be
And one of those best practices is measuring everything we do…
Our Typical Client Experiences
Average resolution time
Customer satisfaction rate – Over 96% for two years
1 incident in 4 months
Incidents per device – Average of less than 1 incident in 4 months
< 3 incidents
Average interruptions per staff member – Less than 3 per year
Leave the outdated react-then-fix model of IT support behind – where you’re just another number in the queue
Sensible Business Solutions personal, customised approach has been crafted over 33 years servicing SMB’s around Sydney.
We use our Sensible “Superpowers” of discipline, time, resources, and systems to regularly engage clients on their business objectives.
And combine that with our proactive services of Strategy, Alignment ,Impact, and Budgeting, to discover why it’s a problem and eliminate it rather than temporarily fixing them like most IT providers.
Our process driven system centers around your business and focuses on 4 critical areas:
Proactive Technology Management
Our Centralised Services, uses prevention and automation to reduce the number of incident tickets and time spent working on them.
Through automating common tasks, documentation, automatic remediation, and self- help tools, we keep your technology in tip top condition and help simplify your processes, limit complexity and reduce repetitiveness by using:
- Risk reduction
Every client has their own Business Technology Advisor (BTA) that acts as your advocate. The advisor gets to know your leadership team and learns about your unique business processes.
And provides a regular technology overview of your business, develops tech strategy and helps guide the impact of your future IT decisions.
With regular meetings, your BTA looks for ways to:
- Enhance Your Competitiveness
- Resolve problems arising
- Improve operations
- Lower costs
- Increase efficiencies
- Improve effectiveness of your projects
Your business will have a dedicated Network administrator that reduces the “noise” of your IT.
And will measure and align all of your technology with Sensible’s best practices so you reduce the number of reactive support incidents for the help desk.
Our remote network monitoring system constantly watches over your network looking for developing problems, security issues and other problems so we address them before they turn into bigger problems.
We accomplish this by:
- Pre-scheduled, regular checklists and peer reviewed best practice checks
- 24X7 monitoring and remediation on all of your devices
- Performance maintenance and upgrades
- Continual documentation/data collection
- Help train your staff
- Train clients on how to use Sensible tools and the help desk
Reactive IT Support
Our solely Australian-based customer support team offers remote helpdesk and on-site support, problem isolation and resolution, How To questions, and a customer portal.
With our own in-house help desk, your business information is on hand at all times. And you have easy live access to our incident management system for full transparency and accountability at any stage of support.
By reducing the average resolution time and the overall time spent reacting to incidents, we can help improve your business results
We accomplish this by:
- Performing triage
- Try to remotely resolve the issue – but if no resolution plan within one hour we escalate “up the chain” for resolution
- Managing client expectations
- Keeping client informed through every stage
- Documenting work completed, advice given, and time taken
The smarter way to think about IT support responsiveness
Your technology shouldn’t be about “tickets”. And constantly putting out fires or having employees ready to pull their hair out in frustration.
It doesn’t have to be that way. Your technology shouldn’t focus on problems.
With Sensible Business Solutions’ proactive disciplined system of delivering and managing your IT, we’ll not only make your technology more reliable and efficient and your employees more productive…
We’ll make your technology feel invisible….