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How to Obtain a Competitive Edge by Outsourcing IT Services

December 10, 2012 at 2:16 pm PST

Learn how Proserv gained a competitive advantage from outsourcing IT Services and watch how amazing things happen by connecting people, process, data and things.

Last month, I had the opportunity to visit Proserv Property Services, a customer of Clark Integrated Technologies based in Aberdeen, Scotland, who recently implemented a Cisco Unified Communications solution designed for small business. From the moment that I arrived in town, I had a feeling that the trip was going to be an eye-opening experience. First of all, the weather condition was just a drastic change especially coming from California. Quickly, I had to adjust to the freezing temperature in Aberdeen and some light rain during the entire trip.

I  pre-arranged a meeting to visit ProServ early the next morning so I could learn more about their business and the reasons why they’ve become so  successful. I also wanted to know more about their day-to-day operations, their challenges and how they are using technology to serve their customer better. Walking into ProServ was like a breath of fresh air. I quickly understood where their true success lies… which I’ll come back to it as I wrap up this blog.

As planned, I was greeted by Morgan Cooper of Proserv and members of her team who were all eager to discuss their experience using Cisco technology. They shared how it helps them to be more productive such as- rerouting their calls directly to the technicians on the road– a process that used to take multiple steps to complete. Now, the calls are automatically sent to the technicians on the road informing them of their next customer visit. All of this was great for me to observe because being at the customer site offered me some perspective that is usually hard to grasp otherwise.

Next, I met with Austen Clark, Sales Director at Clark Integrated Technologies – a very successful IT solution provider who is a Cisco Select Partner. Austen and I started working together earlier in the year so it was nice to finally meet him in person. He quickly reinforced the benefits Proserv is gaining as a result of the new IT network. Additionally he explained how Cisco OnPlus allows him to monitor the devices on the network proactively and alerts the client of any issues before they affect the business. Again, a plus for me to aborb this in the real customer environment! Obviously, Austen is a great business partner of Cisco.

As if this wasn’t enough, Morgan arranged for me to visit one of their clients, David Lloyd Gym & Tennis Club. What an amazing club! Top notch facilities, indoor and outdoor tennis courts, studio, gym, state of the art cafeteria and best of all, Ross, the Managing Director, extended us such a warm welcome. He shared that when businesses like ProServ and Lloyd, that are focused on serving their customers, implement IT solutions that helps them provide an efficient and reliable service, it becomes a win-win situation for everyone.  

Now, I’ll come back with my conclusion on what I think makes Proserv stand out from their competition. Of course, choosing the right IT solution provider who can give them  the best advice on the technology they need to meet the business challenges- is always a plus.  But in my opinion, their true success lies in the quality of the service they provide, their  management, having a proactive mindset and most importantly the people who work at Proserv–they truly are all super stars!

Check it out for yourself. Watch and enjoy the video! And don’t forget to share it with others too!

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Tired of dealing with unplanned IT network problems?

November 27, 2012 at 3:04 pm PST

Here are some helpful tips for choosing the right network technical support plan that can save you time, money and customers.

As a business owner, your top priorities are to grow  your business, increase your employees’ efficiency, and serve your customers better. On top of that, small and medium-sized businesses like yours are looking to leverage a sophisticated IT network without dedicated or limited IT staff to support these goals. If this sounds like your business, you understand how increasingly reliant your company has become on your network.

As you realize the impact your network has on your success, you may also recognize the need to maintain the health of your network so that it’s always on and available for employees to connect, collaborate, and communicate with colleagues and customers alike. Network downtime can cost your business plenty in decreased productivity, tarnished reputation, and lost revenue. According to Infonetics Research, unplanned network downtime costs companies an average of 3.6% of their revenue every year. And this doesn’t even include potential damage to your reputation. In addition, dealing with unplanned IT network problems can also be very demanding on your IT staff, and time consuming.

There is a solution: If you want to reduce business-halting network downtime and stop reactively responding to IT network problems, consider purchasing a technical support plan or services from your solution provider, which can help you save time and money. A support plan gives you access to expert technical support engineers who can quickly resolve network issues, minimizing the time your network is down. Faster problem resolution and a more stable network also means your employees can stay productive. Finally, services offered by your solution provider may include additional services such as ongoing remote monitoring for proactive network management, helping to anticipate issues before they affect your business.

So before you make your decision regarding the plan that’s right for you, consider these factors when deciding which support plan best meets your needs.

  • Technical support.  For companies looking to support new technologies while saving time and money on ongoing maintenance, a technical support plan may be the solution. These plans often provide such features as phone and online support, software updates, and hardware replacement if needed, like the Cisco Small Business Support Service. Some technical support plans like Cisco SMARTnet also offer more direct, anytime (24x7) access to support engineers to quickly resolve any network issues that may occur. Talk to your Cisco partner who can help to evaluate your current and near-future needs and determine which option is best for you.
  • Proactive IT service. Like large businesses, many smaller companies rely  heavily on their network as a strategic advantage to serve customers, suppliers, and vendors around-the-clock—the network is their business. However, these companies often don’t have the in-house IT resources necessary to implement new technologies, let alone provide round-the-clock monitoring and rapid resolution should a problem arise. If this sounds familiar, your company would benefit from working with a managed service provider who offers more comprehensive services—one that provides real-time monitoring and alerting, troubleshooting, performance optimization, and routine maintenance.

Want to learn more about how a consulting firm benefited from Smart Services? Read this case study

Whether your company has 15 employees or 600, a support contract and your partner’s services can help ensure the reliability and security of your network so you can focus on your core business. To find a partner who can guide you, visit the Cisco partner locator

What features do you look for when evaluating support plans?

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The Next Evolution of Cisco’s Cloud Partner Strategy: Cloud and Managed Services Program

As the trend for delivering technology as a service continues, now more than ever, partners must evolve their business to support the demand for new consumption models such as cloud and managed services.  In order to support our partner’s evolution, Cisco continues to evolve our Channel Partner Program to help partners profitably monetize the cloud and managed services opportunity.

In September, we announced an evolution of the Cloud Partner strategy to bring data center infrastructure and cloud into the mainstream of our partner program with the introduction of the Cisco Master Cloud Builder Specialization.

Today we are pleased to announce the next phase of our Cloud Partner strategy. Read More »

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Why Distributors Create Value for Cisco and our Partners

The success of distribution at Cisco is no longer a secret, thanks to Scott Brown’s recent interview with CRN. Of course, it was no secret to me--our distributors have been an important part of our channel strategy from the beginning. But I’m extremely proud of Scott and his team for driving the more recent growth and deepening our relationship with our distributors.

Those who know me, know I’m all about relationships. And I believe that the success and growth comes, not just from Cisco’s relationship with our distributors, but also from the relationship our distributors have developed with our channel partners. Together, we deliver greater value for our partners.

As customers begin to demand new consumption models, I believe distribution will play a significant role in helping partners evolve their business models more quickly to profitably deliver cloud and managed services solutions. Our commitment to a partner-centric sales and services go-to-market model doesn’t just apply to our traditional channel partners. As more solutions move to the cloud, we plan to work with our major distributors and leverage their capacity and their relationships in order to scale.

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The Service Provider Cure: Healing an Ailing Healthcare System

By Tine Christensen, Director of US Service Provider Practice, Cisco Internet Business Solutions Group (IBSG)

America’s healthcare system has been laid low with a scourge of acute symptoms. Spiraling costs, an epidemic of chronic diseases, and a spike in the senior demographic are all driving a mounting crisis. Throw in a gridlocked U.S. Congress and an unresolved regulatory climate, and a “miracle” cure seems a remote dream.

Lately, however, a healing light has been shining from a surprising source: service providers.

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