Now that you better understand the challenges that your IT team and organization as a whole may be grappling with as a result of poor quality support, you can begin thinking about what your IT support solution should be able to solve. Keep an eye out for a provider with the following traits, since they will provide most of the tools required to resolve the most significant problems with your current IT solution.
✔ A Single Point of Contact – When you have multiple vendors, you need a dedicated individual to help you consolidate support and maintain contracts in a simple way. SoftwareONE’s Unified Support Solutions will hold one person accountable for helping you, starting with first contact until final resolution, making the support process straightforward.
✔ Multi-Vendor Support – Your chosen support solution should encompass most, if not all, of the vendors that are mission critical to your business. In addition to this, they should be willing to mediate problems that take place when two separate solutions don’t interact as they should.
✔ Multi-Vendor Contract Coordination – Managing contracts from your multi-vendor environment is a huge issue, although it is invisible to many people outside of the IT team. A good IT support solution should work to optimize your existing licenses while co-terming contracts to make software renewals take place in a similar timeframe.
✔ A 24/7 Global Support Center – A support solution with agents available around the globe will ensure your team can call upon support services at any time. There’s no need to worry about getting subpar service in the middle of the night – a good support solution will make sure there’s always a real expert somewhere in the world that’s ready to help you!
✔ Language Translation Support – Technical support issues can be difficult to communicate unless the agent speaks the same language as the caller. Local language availability will help your team communicate their issues confidently, and the support team will pass that information on in the vendor’s preferred language for a simple resolution.
✔ Proactive Services – A good support solution shouldn’t just handle issues as they occur – they should provide you with options to check your environment for potential issues which could later become a problem.
✔ Access to Level 2 Support – Look for people who are experts in a range of solutions and can confront common technical issues for your product or service.
✔ Flexible Pricing Options – A solution shouldn’t charge you monthly if you only use the service a few times a year. SoftwareONE’s Unified Support for MultiVendor offers a pay-as-you-go model that will help you make the most of your investment.
If a support vendor can check off all of these boxes, you can be confident that they can resolve the most common support snags that take place in your organization.