Case Study: Fully Managed Services
A Southington-based, garden retail organization turned to Walker back in 2008 because they were looking for a proactive IT consultant with whom to partner. With planned growth for the business, IT infrastructure was an important factor in meeting current and future business goals.
Being a Co-Managed client worked well for the business for many years. Walker had a dedicated client contact with whom Walker's Primary Engineer and Account Manager worked directly to address user needs, tend to proactive maintenance on the server hardware and to make ongoing recommendations to improve efficiency and performance of the network. As time went on, the client contact's role had changed and there was a need for assistance in the day-to-day IT tasks as well as strategic future planning.
Walker implemented Fully Managed Services (FMS) for this client. With this new service, the client not only receives the Onsite Support Visit and Managed OnPoint remote monitoring service on their servers provided under the Co-Managed Services model, but also now receives an Unlimited OnCall Help Desk service, remote monitoring on their workstations, including escalations for needs requiring a higher-level engineer for resolution and a Virtual CIO (vCIO) service.
Being a fixed, per-seat cost solution, FMS addresses the potential unpredictable costs for needs outside the Co-Managed Services model.
The FMS solution was able to provide flexibility to ensure it met the client's business model rather than shoehorning the client's business into the service.
FMS enables all client users to report IT issues without having a dedicated client contact be in that gatekeeper role to control costs. This can be done via a systray icon on the users' desktop. This approach expedites the assistance and ultimate resolution to the issue being experienced, allowing not just the user but the main client contact to focus on their job responsibilities rather than being interrupted with involvement and required approval.
With FMS, a client's Onsite Support Visit service shifts from handling an agreed-upon task list to allowing the Primary Engineer to dig in, ensuring Walker knows the infrastructure inside and out, increasing the level of network documentation and that Best Practices are being followed and achieved.
In addition, FMS' (vCIO service provides IT strategy and budget planning to ensure clients receive optimal return on their IT investment with ongoing, collaborative recommendations for network and hardware improvement.