Problem:
Users at a small company had grown frustrated because the recent investment into a brand new server was causing more problems than it had fixed. The almost $20,000 project had been considered a success by the outsourcing company because it met the project objectives, while the symptoms kept mounting. Workstations would randomly drop network connections and users would frequently complain about outages to their server. The organization had been using an a very knowledgeable outsourcing company in technology for almost 7 years. The relationship was strong, but the results were taking a toll on productivity. The costs associated with resolving an endless stream user issues caused the company to seek alternative service options. The organization sought out Businertia's midsourcing service in an attempt to better manage the break/fix requests and stablize the working infrastructure.
Midsourcing Delivers
Businertia completed its usual onboarding process and got to work resolving issues for the client. With a fixed monthly agreement in place, Businertia asked to remove layers of communication to better get to the users experiencing the issues. Having identified issues from its monitoring tool Businertia began compiliing a list of open issues and working directly with the end users. Unique to the midsourcing service, Businertia evaluated these issues from a technology and process perspective to better identify their root causes. Rather than evaluating issues as part of a silo or unique instance, Businertia was able to relate issues to each other, or symptoms of issues as causes of another. In addition to recognizing misconfigured technology and improperly managed technology, Businertia was also able to identify how technology was being misused based on practices that were causing some of the issues.
The Result:
The customer had submitted over 20 trouble ticket issues and all of them were completed before the end of the onboarding process. The recurrence of issues is at an all time low and end user satisfaction is very high. The executive team finds comfort in knowing that they no longer are the bottleneck for determining which issues should be resolved and which issues will have to be lived with.