Servaplex Ireland - NetSupport 24-7

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SERVAplex specialises in providing high-end software solutions for small to large enterprise customers. We offer the IT sector reliable, proven and best of breed products and can provide the expertise to implement and support the high-end solutions required to ensure IT infrastructure reliability.

We maintain close relationships with our software and hardware partners, enabling us to provide an enhanced value service to all our customers.

Our sales and technical staff attend regular partner training courses to update and maintain the skills and knowledge required for our complete product range.

Leverage the power and benefits of NetSupport 24-7 for Your Business.

According to the Helpdesk Institute, "The average Helpdesk Support operator receives 107 support calls per week…with the average first level help desk call taking 5.5 minutes. 61% of these calls move to an escalation procedure and take in excess of 10 minutes".>

The largest single portion of support requests relate to issues with applications and software. That's why NetSupport 24-7 not only allows operators to respond to support requests instantly but also to perform real-time hardware and software inventories. Knowing what's installed on a users PC reduces escalation times and ensures operators can deal with more requests in less time.

NetSupport 24-7 also compiles an incident record for all users, which allows for more effective problem resolution. Knowing the history of previous problems reported on a specific PC leads to faster problem identification.

# Reduce escalation times

# Real-time hardware / software inventory for accurate problem diagnosis

# On-going incident record for each user

# Improve the quality of support offered

# Improve the image and perception of helpdesk function

# Unbeatable ROI gained through improved productivity and increased user satisfaction

It's all about service and adding value. As competition increases, many hardware and software vendors generate minimal margin from the physical solution delivered. The competitive edge and therefore profit maximisation, is created through the ongoing and future support of those solutions provided.

NetSupport 24-7 offers "on demand" remote access and support. With one simple mouse click, users can chat to designated operators, request and receive help, finally returning to work without any detectable change to the status of that workers PC.

# Add value to your support offering

# Offers instant communication with users

# Provides an ongoing user incident history

# Reduces downtime of critical systems and applications

# Achieves unbeatable ROI through improved productivity and increased user satisfaction.

Every organisation, whether large or small, relies on its IT infrastructure to remain efficient and competitive.

However, small to medium businesses often find it difficult to justify providing a permanent IT Support resource. The need to reduce downtime of critical systems and ensure essential IT infrastructure is available when needed most still remains of primary importance which is why many organisations turn to you, their IT consulting partners.

Whilst recognising the need to offer remote support capabilities to your customer base, we understand that many consulting partners are often reluctant to adopt a permanent support solution up front, without first being able to predict the likely usage levels. Equally, many of your customers are resistant to having a permanent client application resident on their PCs, in the event remote support is required.

That's why with NetSupport 24-7 you can now offer your customer base, "on demand" remote support. It's fully web based and requires no previous installation of any software.

It's makes financial sense too as you only pay depending on actual usage levels which means these cost savings can be passed on to your customer base. Not only will you be improving the quality of service you currently offer to your customer base but with the added benefit of reduced costs.

# Improved quality of support for your customers, but with lower TCO

# Provide real-time support with faster problem resolution

# Improved customer satisfaction and loyalty retains and builds your customer base

# No permanent software installed on your customers PCs

# Flexible payment plans based on usage levels

More and more organisations are relinquishing responsibility for their entire IT operation to a third party or selecting discreet elements of the business to be run by an external company.

The financial rationale is clear, in that predictable monthly fees are preferable to incurring IT staffing and maintenance costs.

Here, remote monitoring and network management technologies are essential to ensure mission critical systems remain available when needed most.

With NetSupport 24-7, a flexible payment plan allows Outsourcing partners to offer their managed service customers the benefit of "on demand" remote support, leading to predictable monthly fees and an overall reduction of IT staff costs.

As it's "On Demand", there is no need to pre-install software. A dynamic client is automatically sent to the user, which only lasts for the duration of the incident / support session. On completion, this "client" is removed, returning the users PC to its exact original state.

An incident summary is then generated and logged, confirming the specific details of the call and any action taken.

# Improve the quality of service and support offered

# Remove the need for costly and time-consuming site visits

# Reduce problem escalation with increased 1st level resolution

# Flexible payment plans offering predictable monthly charging

# Configurable Operator Status

# Post incident surveys to gauge customer satisfaction rates