PSS ENTERPRISES

Call it a sign of the times. A cultural phenomenon. Generation Y’s need for instant gratification. There are many phrases that could describe why more and more companies are outsourcing their IT departments. The basic facts remain that outsourcing offers more (combined) experience, better response times, and cutting edge solutions at a fraction of the cost of a singular or on-site team of IT pros. I recently sat down with Phillip, the Lead Tech for PSS Enterprises, a new, up & coming Managed IT company based out of Denton, Texas. We discussed what we think are the 3 most important services you should expect from an outsourced IT company.

Remote Technical Support- This is the ability for a service tech to log into your computer from any location you are at to assist you. Phillip explains that his company has clients all over the U.S. No matter where his client may be, he has the ability to log into the machine, whether it is a laptop, PC, or server, to assist them from his office in Denton, TX. This cuts travel time, increases response time, and ultimately decreases productivity downtime. If your IT department cannot assist you no matter where you are, you might want to look a little closer at what they can do for you.

Innovative Solutions- Often times a managed IT company has certain services that they offer to the customer in tiers. Tier one will be simple support, like installing the new fax machine, or troubleshooting email issues. Tier two will be more complex, like integrating new software on an existing server. Tier three are major tasks, like setting and configuring networks, mass data integration, or new operating systems. These tidy packages often outline the services you can expect, and often the consumer is unaware of all the other IT related services they are missing out on. Phillip tells me that PSS Enterprises doesn’t offer tier services because it limits what he can do for his customers, so they offer “Power-Paks”. These “Power-Paks” are bundled hours of service based on quantities of time. This means that any IT issue that PSS Enterprises client has, no matter the size, it is encompassed in the “Power-Pak”.

Shared Vision- This is a unique term to describe what Phillip calls, a “visionary relationship” with his clients. Phillip explains to me that when a new or potential client approaches PSS Enterprises with technical issues, they will assist and resolve whatever the pressing IT issue is, but then take the time after the resolution to get to know the client and their business better. Often meeting with the owner, Phillip and his team take the time to get to know the client business inside and out. “PSS Enterprises prides itself in their ability to incorporate cutting edge technology solutions that increases or exceeds the speed in which their client can reach their goals.” He also states that many companies just don’t know what is out on the market today and is often skeptical of a “internet answer” to a technolgy issue. Phillip tells me that often PSS Enterprises’ clients are searching for a quick fix to a technical issue, and after working with them, come out with a completely customized solution. PSS Enterprises partners with several trustworthy software, hardware, and unified communication companies to offer a wide range of solutions to their arsenal.

Overall, when looking for an outsourced technical support company, look carefully at all the company has to offer. Check to see what is considered “in-scope” or “out-of-scope”, read the service level agreement carefully, and ask lots of questions. You will be able to tell shortly if that IT company will suit your needs or not. Keep in mind that it is often the little extras that make the relationship with your IT company worthwhile. Do they have your companies best interest as a priority or are you just another ticket in their holding que? Be a wise and informed consumer, and you will get more bang for your buck when it comes to IT services.

• What do you do when you computer starts acting weird?
• Is your computer running too slowly?
• Is your email disappearing before your eyes?
• What do you do?

If you are at work, who do you talk to about this? Do you have a phone number of a person you are supposed to call? Do you need technical support or do you need the help desk? How do you know?

According to SearchCRM.com, Help Desk is: in a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other special software to help analyze problems (for example, the status of a company’s telecommunications network).

Wikipedia says technical support (also tech support) is: a range of services providing assistance with technology products such as mobile phones, televisions, computers, or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services. (At PSS Enterprises, we like to think that instead of “rather” it should be “including”.)

For too long, we have been exposed to someone else’s definitions of technical assistance, whether it is your boss, the guy down the hall or the intern in your office. The bottom line is that you need your computer, mobile, laptop, and other technical tool to work so that you can do your work. Whether you call the help desk or get tech support, you need your issues resolved quickly and efficently. These days, a unfunctional PC or laptop means down time for the company. This means that every minute spent not being productive is literally hitting the bottom line. Did you miss a great sales opportunity because your email is down? What about the presentation that you spent all week working on, and now you can’t find it anywhere on your system? Call it tech support or help desk, either way you have issues with your technology that need resolution. Who cares what you call it as long as it gets done?

PSS Enterprises offers a top of the line technical support team. With just one phone call, you will have an expert technican logged into your computer, server, or phone system to resolve your issues and provide you with a solution in real time. They utilize remote technology so that you do not have to wait for the “geek team” to load up in their funny car and drive to your location. Simply a phone call and typing in a simple URL will get you back to funtional in no time. Their office is located in Denton, Texas, but they have the technical ability to assist anyone, anywhere.

Even if you don’t have a pressing technical issue, what else can PSS Enterprises do for you?

• Would you like an IT forecast and budget for the next year, 3 years, and 5 years?
• Are you ready to go green and reduce paper in your workspace?
• It is possible that you are ready for a more efficent, more effective office enviroment?

Take a moment to assess your current technology.

• What does it say about you and your company?
• Are you telling the world that your have the equipment and tools to handle your customers effectively or are you just trucking uphill, praying that the memory, bubble gum and scotch tape will do the trick just a little longer?
• Are your receptionists and customer service employees dropping hints (or just telling you) that your current phone systems is outdated and hard to use?

Take a look at where you are and where you want to be. What do you need? Help Desk or Technical Support? Call PSS Enterprises today, and get your customized solution.

PSS Enterprises
121 W. Hickory St.
Denton TX, 76201
1-800-285-2448

http://www.pssenterprises.com