[Tweet “With #AllCovered customers no longer worry about help desk support @KonicaMinoltaUS @allcovered “]
Worry Free Help Desk Support from All Covered
INDUSTRY: Telecommunications
CUSTOMER GOAL: Provide employees with reliable Help Desk support and engage with an IT Services company that offers comprehensive IT support and strategic planning services.
PRODUCTS AND SOLUTIONS:
- All Covered IT Services
- Help Desk Support
- Microsoft Active Directory
- IT Planning
BACKGROUND: California-based Vinculums Services is a leading professional services and engineering firm in the telecommunications industry. The company’s 300 employees work directly with telecom and wireless operators on network design, site development, and project management. A critical component to the company’s success is its ability to respond quickly to customer requests.
When Vinculums employees started noticing slower IT Help Desk response times from its managed service provider (MSP), the company began to take notice. Employees were waiting days for responses which took time away from their core responsibilities. The
IT department also felt that the MSP was not providing adequate long-term IT planning recommendations.
As soon as Joe Rodriguez joined Vinculums as senior information systems manager, his first priority was to evaluate MSPs to support the company’s Help Desk requirements and future technology needs. He created a matrix comparing four MSPs based on their support and service offerings such as IT management, help desk support, software licensing capabilities, support for multiple types of devices, and management of third party partnerships.
SOLUTION After rigorously evaluating MSPs, Rodriguez selected All Covered, the IT Services division of Konica Minolta Business Solutions U.S.A., Inc. Not only did All Covered offer a full range of IT Services, it had a national footprint and could support the company’s regional expansion plans. All Covered’s national coverage meant that Vinculums would have dedicated IT resources anywhere in the US. Smaller local MSPs could not offer this same level of support.
The initial engagement with All Covered focused on Help Desk support. Rodriguez comments that Vinculums’ requirements were atypical. The organization’s help desk was not centralized and did not include domains, an active directory or a registry for help. All Covered was able to easily adjust to their unique requirements and offer 24/7 Help Desk support ensuring that questions and issues were resolved quickly.
Vinculums has since expanded its relationship with All Covered to include a Microsoft Active Directory implementation project that will help the company enforce security policies and simplify the updating of software across desktops and laptops. This is the first phase of the company’s evolving IT strategy to achieve long-term business growth objectives. Additional projects will include disaster recovery planning, information backup, and improving system scalability.
All Covered also provides IT management for the company. It supports the IT team in setting up new employee accounts and devices, managing software updates and daily server management. Rodriguez commented that when a member of his team resigned, All Covered’s Help Desk staff was able to absorb the workload.
BUSINESS IMPACT: Rodriguez says he no longer worry about our help desk support. With All Covered, he knows everything is running smoothly. Plus, company employees are happy with the support they are receiving. As a result, Rodriguez now has time to focus on more strategic IT activities that will have a greater impact on the business.
“Prior to All Covered our IT environment was unorganized,” says Rodriguez “Today, All Covered is helping us to structure our environment by leveraging their best–in-class IT operations support and strategic recommendations. They provide us with sound recommendations and options that work for our unique business requirements and budget. I look forward to working with All Covered highly qualified staff as we expand the Vinculum’s business regionally.”
Most importantly, Rodriguez says with improved IT management, Vinculums employees are able to better serve customers.
Click here to download this case study
Click here for more Konica Minolta case studies
