[fullwidth background_color=”” background_image=”” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_repeat=”no-repeat” background_position=”left top” video_url=”” video_aspect_ratio=”16:9″ video_webm=”” video_mp4=”” video_ogv=”” video_preview_image=”” overlay_color=”” overlay_opacity=”0.5″ video_mute=”yes” video_loop=”yes” fade=”no” border_size=”0px” border_color=”” border_style=”” padding_top=”20″ padding_bottom=”20″ padding_left=”” padding_right=”” hundred_percent=”no” equal_height_columns=”no” hide_on_mobile=”no” menu_anchor=”” class=”” id=””][fusionslider name=”blog_small-7″ class=”” id=””][/fusionslider][separator style_type=”none” top_margin=”” bottom_margin=”” sep_color=”” border_size=”” icon=”” icon_circle=”” icon_circle_color=”” width=”” alignment=”” class=”” id=””][/fullwidth][fullwidth background_color=”” background_image=”” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_repeat=”no-repeat” background_position=”left top” video_url=”” video_aspect_ratio=”16:9″ video_webm=”” video_mp4=”” video_ogv=”” video_preview_image=”” overlay_color=”” overlay_opacity=”0.5″ video_mute=”yes” video_loop=”yes” fade=”no” border_size=”0px” border_color=”” border_style=”solid” padding_top=”20″ padding_bottom=”-75px” padding_left=”” padding_right=”” hundred_percent=”no” equal_height_columns=”no” hide_on_mobile=”no” menu_anchor=”” class=”” id=””][three_fourth last=”no” spacing=”yes” center_content=”no” hide_on_mobile=”no” background_color=”” background_image=”” background_repeat=”no-repeat” background_position=”left top” hover_type=”none” link=”” border_position=”all” border_size=”0px” border_color=”” border_style=”” padding=”” margin_top=”” margin_bottom=”” animation_type=”” animation_direction=”” animation_speed=”0.1″ animation_offset=”” class=”” id=””][fusion_text][dropcap color=”#80a34f” boxed=”yes” boxed_radius=”50%” class=”” id=””]W[/dropcap]hy would a company located over 800 miles away select Convergence as their partner for IT service? In an industry where managed IT has become commoditized and outsourced providers can be found in every state across the nation, how did we successfully demonstrate our value to a client that was moving out of state? This scenario occurs quite often, but it’s the outcome that conjures up questions that prove it’s not all about technology.
Setting the Stage… Establishing the Relationship and Building Trust.
Several years ago, the major retail outfit of high-end grilling enlisted the help of Convergence Networks to manage their growing network infrastructure and provide IT support for the staff in their Oregon location. The #convergeratti team introduced the high-level of support service Convergence is known for to the retailer in 2013. Led by vCIO Karl Boercker, a strategic roadmap was developed that aligned the company’s business goals with technology solutions for the short and long term, taking into account improvements that could immediately have a positive impact and illustrate the operational maturity of the business. One of those enhancements included virtualizing the network infrastructure, creating stability and cost savings for the organization’s complex set of manufacturing systems. As a result, the client experienced an elimination of down time related to hardware issues that previously would halt factory operations, have negative repercussions on order fulfillment, and increase labor costs due to overtime. The enhanced performance and reliability in conjunction with assistance from our support teams troubleshooting IT issues for end users, established the foundation for a successful IT partnership… but that is only part of the story.
Providing More Than Just IT.
As the relationship grew and evolved, we knew that providing support and implementing IT solutions was only a portion of what was needed to help our client be successful. Understanding the importance a vCIO had on an organization, Karl inserted his expertise and skill in identifying how elements of technology could serve the needs of the business, altering the perception of IT from being a cost center to potential revenue generator. He built rapport with the leaders at the retail giant, displaying how Convergence was more than an outsourced IT provider, but had become an extension of their organization. This was also apparent in the interactions between our support team and the individuals who depended on our services to perform their jobs. Employees placed their trust in our hands and relied on our help to solve IT related issues that prohibited them from performing their duties. The personal connection that was established was evident in the shared testimonials and satisfaction survey results, which were consistently averaging above 95%.
Change on the Horizon.
In 2015, under new executive leadership, it was announced that our client would be consolidating operations and moving their headquarters to Utah. It was assumed that the Utah-based MSP that supported that had been serving the sales office would be expanding services for the entire company including the corporate headquarters. Understandably, this was disappointing, but a common practice in business. Karl assembled a team from Convergence including network administrator Greg Hunter, to craft a plan to migrate the existing network infrastructure 800 miles from Oregon to Utah without massive interruptions to business operations. In early 2016, Karl and Greg traveled to Utah to personally transport and deliver the hardware as well as implement their plan for bringing systems back online and migrating virtual machines from Oregon across the network.
The carefully orchestrated schedule and seamlessly executed project illustrated to the new leadership the depth of knowledge Convergence possessed about the company’s functions and infrastructure, but also highlighted how intertwined our support was in sustaining operational efficiency. The executive team had also observed the personal affinity Convergence support teams had with employees when helping solve IT problems. Taking note, leaders traveled to the Convergence office in Oregon to explore potential opportunities and answer the question…
Could Convergence Continue to Provide a Superior Level of IT Service From 800 Miles Away?
Upon meeting in person with members from Convergence support teams, Network Operations Center (NOC), and vCIO leadership, it was evident that Convergence was the right fit to continue providing IT service for the organization. With a renewed commitment to the partnership, a plan was devised to identify the most cost effective means for providing support that didn’t compromise the quality of service. Convergence assisted in interviewing and hiring an on-site IT technician to perform hands-on tasks, while managing all other IT and business initiatives remotely from Portland.
Poised for the Future.
As the newly revived partnership matures, Convergence is looking forward to demonstrating added value with new IT initiatives that further improve operational efficiency, expand productivity, and encourage innovation. Helping our clients accomplish their goals and elevating their business is the reason we place such significance on the value of each partnership. In the end, it is people who service technology and support others through utilizing their skills and knowledge. Empowering individuals, teams, or businesses is not dependent on geographical location, but on a personal relationship centered around trust.[/fusion_text][/three_fourth][one_fourth last=”yes” spacing=”yes” center_content=”no” hide_on_mobile=”no” background_color=”#eaeaea” background_image=”” background_repeat=”no-repeat” background_position=”left top” hover_type=”none” link=”” border_position=”all” border_size=”2px” border_color=”#283656″ border_style=”solid” padding=”5px” margin_top=”” margin_bottom=”0px” animation_type=”0″ animation_direction=”down” animation_speed=”0.1″ animation_offset=”” class=”” id=””][fusion_widget_area name=”avada-blog-sidebar” background_color=”” padding=”” class=”” id=””][/fusion_widget_area][/one_fourth][/fullwidth]
The post Long Distance IT Service… It’s Not All About The Technology appeared first on Convergence Networks.
