All modern businesses need to respond quickly when problems arise. That, too, means your IT support team should be ready to act as soon as you request it of them. If a problem isn’t being investigated immediately, it is more time wasted for you. You need an IT control centre which is ready to react, regardless of any issues which may occur.
Here at Sensible, we have first-hand experience of seeing what non-responsive business technology and IT looks like. It’s clunky, it’s inefficient, and it prevents companies from reaching their full potential. That’s why we aim to make a difference to our clients as soon as physically possible.
Problems You May Be Facing
You may not even realise that you have a responsiveness problem. It can be very easy to get conditioned to long waiting times and endless request tickets. However, if you feel any of the following applies to your business, it is time to start looking carefully for a resolution.
- IT incidents are regular and are often difficult to resolve.
- You find you often have to wait a long time for problems to be acknowledged, let alone rectified.
- You struggle to get hold of IT support even during working hours.
- You’re finding that you are losing ground on your competition.
- You’re struggling to keep up with customer demand.
Sensible’s approach to responsive IT support revolves around the concept of Invisible Technology. But what exactly does this mean, and how could it apply to you?
How Sensible Can Help
Invisible technology is all about having a reliable, responsive support network behind you at all times. It’s being able to fall back on the right people, the right tools and the right solutions. You should always be able to raise concerns and seek solutions as soon as they arise.
Here are just a few ways how we may be able to help with your day to day responsiveness:
- We’ll consult with you regularly. We take time to understand your business, what you do, and the people you are providing a service to.
- We’ll undertake regular reviews of your technology, your network and your processes. We’ll help to drive down costs and to increase the operational efficiency of your business across the board.
- We’ll set up preventative and automated measures to protect against IT problems. We’ll simplify your processes to cut down waiting times, and to reduce the chance of interruption.
- We’ll monitor your network 24 hours a day, seven days a week. We’ll continually upgrade and fine-tune your systems to help you stay ahead of the competition.
- We’ll set up a responsive resolution centre. You can call us any time for immediate advice and action taken – from the smallest of issues to the biggest of problems.
Contact Sensible Today
To get started, all it takes is a quick chat. Get in touch with us for a free 15-minute consultation by calling 1300-SENSIBLE, or 1300-736-742. Let’s build you an IT core that’s always ready to jump into action.
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. When an issue is severe – such as 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. A 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 oe 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. They’ll use a significant portion of your IT budget 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. We’ll align 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 idea of “proactive” is dramatically different from other IT support companies.
- Our proactive approach not only increases the efficiency and productivity of your technology, but positively 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 which 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 start, 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, we cater to your specific technology needs and help eliminate problems before they happen, reducing your 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. It 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
One of those best practices is measuring everything we do.
Our Typical Client Experiences
Average resolution time
Customer satisfaction rate
1 incident in four months
Incidents per device – Average of less than one incident in four months
< Three incidents
Average interruptions per staff member – Less than three per year
Leave the outdated react-then-fix model of IT support behind – where you’re just another number in the queue
Sensible Business Solution’s personal, customised approach has been crafted over 30 years of servicing SMBs around Sydney.
We use our Sensible “Superpowers” of discipline, time, resources, and systems to regularly engage clients on their business objectives. Combine that with our proactive services of Strategy, Alignment ,Impact, and Budgeting to discover why problem exist, and eliminate them, rather than temporarily fixing them like most IT providers.
Our process driven system centers around your business and focuses on four critical areas:
Proactive Technology Management
Our Centralised Services use 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.
They provide a regular technology overview of your business, develop tech strategy and help to 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 to help reduce the “noise” of your IT. They will measure and align all of your technology with Sensible’s best practices to reduce the overall number of reactive support incidents for the help desk.
Our remote network monitoring system continually watches over your network looking for developing problems, security issues and other issues. This way, we can 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
- Training for 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 in-house help desk, your business information is on hand at all times. You have 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 overall 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”. Nor should it be about you continually 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, but we’ll also make your technology feel invisible….