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The Role Of Remote Monitoring Management And Support In A Business

In the modern day stuff business scenario, you need to be ahead in terms of service to customers so that you are in a position to be at advantage in comparison with your rivals at business. This is not always possible to be maintained without the services of a support partner that can give the required backend support services for all the technical operations by an IT services company. The role of this partner company is very vital in today’s context. There are quite a few such companies that are working to provide their services globally.

The different types of backend support services that are rendered to companies are as follows:

• Establishing Customer Helpdesk: Customers often have certain queries often that need to be answered. This needs to be done immediately. Since there are no fixed times as to when these queries can come up, these Helpdesks need to be operational all round the clock.
• Meeting complaints and resolution of disputes: During offering of services to customers, it is not always that the customers are always satisfied. There may be certain complaints that need to be addressed as soon as possible so that there is minimum grievance. Any dispute, if present has to be resolved without delay.
• Management of the issue: The problem has to be dealt in the most professional manner. The business of the costumer may not be affected adversely at any cost.
• Suggesting timely resolutions: It is imperative to understand the technical issues involved and give the resolutions that are not delayed. This would be effective for the business of the customers.
• Customer retention: The services would be so effective and satisfying for the customers so that the clients are retained by the customer. As clients remain loyal, this indicates success by the partner company also.

Relevance of the network management
The remote monitoring management that are provided by the partner companies enable the IT services companies to serve their customers who are located at a different and distant location. It is very much in demand in the current age where business operations are needed to be taken place fast and at spread out locations. This needs to be handled efficiently that will lead to the successful running of the operations of the customer.

The major functions of remote monitoring are as follows:

• Gathering of total IT information: Collating all information related to the hardware software and other IT related information of the client that can be retrieved whenever required.
• Monitor and take actions: The client provides the reports on the activity and the same can be monitored on a regular basis by the partner company.
• Creation of alerts: Alerts are created when any problem is detected and is resolved.
• Keep track of client equipment condition: The condition of the equipment and network of the clients are monitored constantly.
• Scheduled maintenance jobs: The maintenance jobs are scheduled through automation so that no breakdown is faced by the client.

Why would you want to outsource your Network Support?

network support services

The technologically advanced times of today demand businesses to invest in robust tech and network support services. It is a pressing responsibility on companies to keep their computer networks, hardware systems and software programs up to date. Any technology-reliant company is expected to give utmost importance to its network maintenance, security and support services. Remote network support and monitoring services too are critical areas which needs closer attention by companies. Remote monitoring is the ideal means to be in control of your business.

You know your business cannot do without strong network support

Is your business cybercrime proof? Growing e-commerce and boom in business globalization has been keeping companies on their toes when it comes to IT security. The need to regularly update and upgrade business operations with reliable IT security and network support services is the new priority of today’s internet based businesses.

As businesses of all sizes feel the heat of global competition, maintaining superior quality remote network support and monitoring services is a must for long term business sustenance. Entrepreneurs and management teams may feel inclination towards in-house route. But managing network support by themselves can be hazardous to SMEs and startups. Businesses that are not prepared to handle such crucial responsibilities should avoid doing things internally.

You do not want to bear the cost of an underutilized IT support staff

If you are a growing business then does it make sense to waste money on hiring and retaining an in-house IT support staff? No. Outsourcing your tech issues to a network support services provider would relieve you of the considerable salary cost. Full-time compensation along with other benefits is a value high enough to diminish your business profits. Engaging a third party company will give you delightful cost benefit as you will only have to pay for issues as they appear.

You know that network equipment maintenance cost can be a burden

A major issue that technology based companies face is the recurrent outage of the same network equipment within a year. It is superbly easy for a seasoned network support services provider to identify defective equipment. Once the faulty equipment gets detected the service provider can replace it with a superior one to prevent further outages.

You do not want to overburden your core IT team

If your IT team has to fix network issues or maintain servers then possibly you do not expect them to concentrate on primary projects and roles. With all those hectic, time-taking activities your IT professionals will stay occupied for most of their work hours.

A professional network support and management services company completely undoes such pressure on in-house IT team. Your techies will be better able to focus on significant projects and business activities that will facilitate your business growth. An outsourced IT support partner can take care of tasks like on-site computer repairs and updates, office network installation and repair, emergency data recovery, VPN solutions, full network refresh, and re-rack of a network device.

Why IT Technical support is the future of Customer Service

Technical Support

In the recent years there has been a general anxiety that has settled over the IT industry. At the end of the 90’s IT requirement in the industry boomed and companies were ready to pay anything to get the right skilled resource on-board. And this was majorly due to shortage of skilled resources in thinly-stretched job market.Due to major productivity improvements in the 90’s, majority of the companies started investing endless amounts of money at the IT projects with the strong belief that technology is the only way to sort all the shortcomings and increase profit margins. This led to the crashing and burning of a lot of very large and expensive IT projects. But there has been a major shift in the growing IT trend due to the higher availability of skilled IT professionals.Lot has changed in the current setup like moving from traditional software to web or internal servers. Many growing conglomerates have gained thorough understanding of the technology and have upgraded their software to for higher productivity.

It has been noticed that technical support has been showing remarkable growth for the past decade. With the shrivelling cost of intercontinental communication, companies have made a strong strategy of migrating phone and online customers to the most efficiently cheap service providers like Flightcase. India being high in skills and low in cost is proving to be the hub for providing the best IT technical support to the large to small scale companies. Very recently, Philippines has taken over as one of the best geographies offering IT technical support to companies in terms of added benefits and significant cost reductions.

Majority of the companies in software and telecom domain have now discovered the option of fetching the advice from the experts on the IT technical support at a fraction of the price they usually were charged with the advantage of the skilled resources who speak the same language as theirs. Such experts are their outsourcing partner who take care of their networks and provide IT technical support to the best of the efficiency.

If we consider the smart approach now to IT support we can easily understand that these days customers are prevalently looking for 2 things:

In the currently growing economy, the major focus of any customer is finding ways to save operational cost.
However, at the same time they are looking for maximising the IT investment they have made in order to support their business

These factors being very obvious these days, there is a creative approach in order to meet the above two objectives and it is all about how well one understands the criticality of the IT systems along with the components in relation to the business. The level of services offered will be totally in proportion to the criticality of the IT system. Hence, the experts who cater to companies with their IT technical support should follow this approach in order to help companies save on their operational cost.

With the growing technology, the tech support industry is constantly evolving in line with the changing customer expectations. There is a shift from call-wait ship model to on-demand service model and this is solely due to customer’s demand for instant support. As per the traditional model of tech support a customer needs to follow the cycle of calling and waiting for getting the required assistance and that gets frustrating for such customers who fall in remote areas where service centers are not located in close vicinity. However, many companies have now helped to adopt the remote technical support to help customers enjoy on-demand support that is generally delivered through an advanced IoT platform like Digital Service Cloud powered by knowledge infused support automation. This support is delivered through advanced user interfaces that have the capability to deliver service usually through a single click experience. This in turn reduces the friction in the overall customer experience.

Why outsourcing NOC is essential?

With the technology going beyond limits, today outsourcing the NOC services to other vendors is the demand of the situation. If a business has to function smoothly and flawlessly increasing its profit margins, unique IT department is required. Any business now is majorly dependent on the IT tools and techniques that help companies to reduce workload as well as time. This in turn leads to the costs of the business operations go down increasing the productivity.

A NOC is nothing but a remote location from the client’s destination performing the role of monitoring and fixing of all the IT and network issues of the client. A NOC centre is equipped with all the latest monitoring applications and IT tools that are very efficiently made in use by the network administrators and other IT engineers in the NOC.

Based on the different projects in the network operations center, the varied team of IT technicians are being aligned as per their skills and competencies. When the NOC is outsourced to the efficient vendor like Flightcase, it acts like a defence mechanism for the network devices that are a major part of the client’s network infrastructure.We assist our clients in saving them from unauthenticated users and hackers who generally try to create IT issues in the client’s network. In order to protect the system from any damage when any unauthorized user who tries to access the system, our skilled engineers prevents their access so as to stop the issue before it damages the client’s business operations.

Also our NOC team performs when the network of the client goes down leading to the downtime to their business. They proactively monitor, scan and fix the issue throughout the day 24×7 so that 100% uptime of the system is assured causing no harm to the client’s business operations. One of the benefits of NOC outsourcing lies in the fact that the date of the clients can be stored in their data centers as well that will in turn help them if their physical location is being destroyed due to any natural calamity. In such a scenario, they can easily fetch out their critical data from the NOC’s servers and get operational from any other physical location so that no or minimum loss is incurred. These technically sound NOC engineers work like an extension to the IT setup of the clients that enables the clients to get enough time to concentrate on their core business and add upon to the productivity of the company.

If we talk about the outsourcing business, in the recent years the business of Managed Service Providers have grown many folds and many companies that usually were low in funds encountered a difficult challenge to operate a NOC providing 24×7 service. Precisely, outsourcing NOC for the tasks of alert management and routine maintenance that Managed Service Providers face to a skilled NOC comes with multiple advantages.For any company big or small, outsourcing their NOC operations is no longer a choice. All MSPs now are heavily dependent on the NOC that they have opted for to meet their requirements. The tasks could vary from performing routine maintenance task to the flawless alert management that needs technical expertise in order to handle such critical projects. The growing technology along with maintaining growth is the major challenge being faced by MSPs today that has led to the overwhelming growth of NOC outsourcing. These major challenges to the MSPs are sorted by remote management and monitoring 24×7 that helps client’s networks get technical assistance all the time at a very much reduced cost.

Organizations are increasingly delegating control of their network including carrier services and service management to third party vendors due to their financial needs, competitive IT managed services market, and enhanced remote network management tools along with demanding business requirements. Also, a holistic outsourcing model allows organizations to better allocate their internal resources as per their skills on their strategic projects to add value to their core business functions.

Do Small Businesses Need 24X7 Network Monitoring and Backend Support

backend support service

Network monitoring and efficient backend support form the backbone of any company, whether it be a small or a large scale enterprise. It helps an organization to provide services to its customers without any interruptions and proactively act on the issues by continuous monitoring that may lead to fatal errors in the systems.

Does Small Business need a professional Network monitoring and backend support?

Need for Expansion

Most small companies think that their internal IT team onlyshall be enough to handle the monitoring and the backend support and there is no need to stretch it to a 24X7 mode. This is where they go wrong. Yes, in one sense, they may be right as according to the current number of customers, they might be able to do away with only the day monitoring however in order to expand their services in the future, a 24X7 model is required.

Decision

Now the second question arises, whether to increase the internal capacity of the IT team or outsource it to a professional network monitoring service provider. While increasing the capacity of the internal IT team, the FTEs will have to be increased and the expenditure of the resources, in terms of facilities, housekeeping as well as security would also increase however when you decide to outsource it to a service provider, you actually pay per seat. At a substantially lower cost, the service provider would be able to provide you an efficient support.

Outsource it before it gets too late

Around 30-40% of the IT product companies shut down because they fail to provide efficient after sale services to their customers. Gradually as the traffic/customers increase for your website/product, the need for proactive monitoring and a highly skilled backend support team becomes unavoidable. The companies which fail to understand the need, are left behind and lose the market share in no time. Therefore it is rightly said, a stitch in time saves nine. Therefore look for a professional backend support service with a trustworthy third party service provider.

How is Network Monitoring Done at the Outsourced Provider End?

There are multiple activitiesas a part of network monitoring service that is done to make the parent company’s after sales service efficient:-

Performance management of the network is done proactively
Troubleshooting is performed at Level ½ on various platforms like TDM, Fiber, VOIP, RF as well switches
Handling Incident as well as request tickets of all severities and resolving them in the shortest possible turnaround time
Configuring, monitoring as well as testing WAN or LAN equipment and switches
Dealing with third party vendors to resolve the issues.
Managing SIP/IP protocols
Firewall monitoring is done to check for any vulnerable attacks that may happen from an external source. It helps in making the system immune to all external infections
Packet sniffing is a method that is deployed by the service providers where the irregularities in the information that enters and leaves the system is tested.
Analysis, as well as preparation of the weekly report of the system health, is done.

After going through the above-mentioned activities it seems that going for an outsourced service provider for a small company is a clever idea. It will aid in exponentially expanding the customer base without worrying much about the backend issues.