Pushed to the Limit in Assisting End Users
Backed by the growth-equity investor firm Berkshire Partners, Access is the largest privately-held records and information management services provider in the United States and Latin America. As a trusted partner to clients spanning multiple industries and markets throughout the country, Access offers records storage and document management in both physical and digital formats as well as data protection (electronic computer media), secure destruction, digital document conversion (scanning) and breach reporting services.
When Carole Baker first joined Access as Vice President of Conversions, Applications and Support, she immediately recognized the need to augment the company’s help desk services. “As we had grown rapidly in recent years through acquisitions, our CIO wanted to consider an outsourced model,” Baker points out. “My previous company also relied on an outsourced help desk, so I knew it could work well at Access too.”
Up to that point-in-time, members of the internal IT team were responsible for assisting end users with technical support in addition to their regular data center and strategic IT project responsibilities. But as the head count approached 1,000 employees, the time had come for Access to find a help desk partner. The internal IT team was stretched to its limits, and helping end users took time away from strategic initiatives.
Logicalis: The Perfect Choice to Relieve the Pressure
Baker investigated multiple help desk service providers and created a criteria scorecard to evaluate each potential partner. These included areas such as the skill levels of the technicians, the functional services provided by the offering, the tracking tools in use, geographical/time zone coverage, and documented standards and procedures.
Access also wanted to identify a partner with additional portfolio offerings that could meet other IT needs. “The fewer IT partners we have, the more smoothly things tend to run,” Baker points out.
The ultimate winner in the search was Logicalis and its Service Desk offering. Service Desk provides technical support to end users and addresses a key component of an IT service management strategy: the interface between internal IT teams and end users.
In addition to providing a central point of contact for all end-user IT issues and requests, Service Desk functions as an operational and predictable help desk cost model. The solution ensures consistent call handling and documentation while also eliminating overstaffing requirements and operational distractions for IT.
“We wanted to partner with Logicalis because of their ability to expand services and to meet our growing needs, particularly where we expect to increase our head count through additional acquisitions,” says Baker. “In addition to offering superior technical expertise to our users on the U.S. mainland, the Service Desk is available to us 7x24 and can provide support to end users who don’t speak English. These attributes are very beneficial to our end users in Hawaii, Latin America and Brazil.
Partnership Underscores Focus on Assisting End Users
To streamline the Access transition to Service Desk, the Logicalis team met with Baker and her internal IT team to document the IT infrastructure and end-user desktop configurations. This ensured the Logicalis team would have access to all the information it required to provide help efficiently to end users.
When Baker was ready to flip the switch, she emphasized the change in communications sent out to the entire company. Baker saw the partnership with Logicalis as a great boost in allowing end users to quickly receive help when they run into IT issues
“This was an opportunity to show the company just how strongly IT focuses on helping end users perform their jobs as efficiently as possible when it comes to interacting with IT systems” says Baker. “We presented Logicalis as a professional service firm that’s tuned into help desk best-practices and always resolves issues as quickly as possible.”
IT Comes Across as Big Heroes
Soon after launching the Logicalis Service Desk, Baker attended a company-wide conference at which she interacted with the entire Access management team. The first words she heard from just about everyone raved about how happy end users were with the Logicalis team.
“IT came across as big heroes,” Baker points out. “It felt good to know the plan we put into action was delivering value to all our business units. Service Desk now plays a key role in keeping our business functioning at a high level on a daily basis by resolving the majority of end-user issues on the first call.”
Streamlining the Resolution of Escalated Issues
Baker points out that Logicalis often goes beyond Level I support, resolving desktop configuration issues in addition to the typical rebooting, password, operating system and printer issues that end users frequently need help with. When issues escalate to Level II or Level III—which the internal Access IT team addresses—Logicalis collects all the necessary information to streamline the problem-resolution process.
Logicalis gives the internal IT team everything they need to know before trying to resolve issues involving the data center, for example, or enterprise applications. “Our primary support team at Logicalis also does a great job following up,” Baker points out. “If an issue occurs overnight, they double check the next day to make sure we’re all set and to report any additional information that they have come across.”
Integrated Support Across IT and Communications
The breadth of the overall Logicalis portfolio of services—one of the initial criteria on the Access scorecard for choosing a help desk partner—paid off when Access needed assistance in completing the deployment of a new voice solution. Logicalis rolled out Cisco VoIP technology to 26 locations and is set to roll out the same solution to any companies Access might acquire in the coming years.
Logicalis is also providing Managed Services for the voice system at all Access locations—approximately 40 in total. “The VoIP Managed Services offering integrates with the Service Desk so our end users have just one partner to turn to for both IT and communications issues,” Baker says. “It’s great that we can point everyone to just one partner rather than giving them two for different issues they run into.”