JTC’s New Ops Center Keeps Customers up and Running
July 19, 2012 2:45 pm
Several improvements now make it easier for a local technology firm to better serve their customers.
In its early days, Jewell Technical Consulting, Inc. (JTC) was a break-fix shop, meaning customers would bring in their broken computers and then pick them up whenever the virus, malware, or any other host of other computer ailments was fixed.
But now the company is a fully managed IT provider complete with Tier 3 engineers ready to assist remotely when issues arise.
“Many companies will make their customers start with Tier 1 technical support. As the customer’s frustration grows due to the Tier 1 tech being unable to solve the issue, they will then escalate to a higher level tech support,” said company spokeswoman Kristen Maxey.
With the addition of a new network operations center at a cost of about $100,000, JTC is now able to send customers directly to a higher tier level to resolve the problem as quickly and efficiently. The company said this has resulted in more satisfied customers.
The new operations center allows JTC to proactively manage the client’s server and systems, as well as monitor for any downtime or interruption in their business. The center is also used to manage the company’s fleet of vehicles and gives them the ability to dispatch a technician that is closest to their customer’s place of business.
“This is benefiting the customer in the long-run. They are better able to budget their IT needs and not worry about their equipment costing them valuable time while it isn’t working properly” said Maxey.
The build-out and setup of the network operations center was planned about a year ago and took six months to complete.