Technology Should Work For You, You Shouldn’t Work For Technology

Our managed IT services address even the most mysterious tech problems

We work with a lot of real estate companies and other businesses whose financial success relies on large, complicated, expensive purchases and sales that take weeks or even months to finalize. For these companies, customer service and phone etiquette are extremely important. So, when a business owner repeatedly, accidently, hangs up on his sales prospects mid-negotiation – it’s a problem.

We had a client whose owner was having an issue with his phone – it kept disconnecting when he went to transfer a call, hanging up on clients. Unsurprisingly this caused a lot of frustration within our client’s office, and even though the issue was explained as a “technical glitch,” our client’s prospects weren’t thrilled about the situation. Upon hearing of the issue, we leapt into action and first tried troubleshooting remotely – always the go-to for all our managed IT services clients. This allows us to start engaging with the problem right away and potentially solve it in real time. No dice.

We then set up a virtual phone training for the entire office. The next day we swapped out the offending phone, gave the business owner a new extension, and when all of that didn’t work, we installed all new hardware (cabling, switchboard, electrical – all of it). The issue persisted.

After trying different methods, we conducted an on-site inspection and observed the business owner use his phone. The problem was user error. The business owner was inadvertently hitting the “hang up” button with his knuckle when he went to hit the “transfer” button. This wasn’t an IT services issue, but a task that needed to be handled far more delicately.

Rather than potentially embarrass the business owner and tell him to change how he used the phone; we reprogrammed his phone so that the button that he accidently pressed wouldn’t hang up the call.

Our job is more than keeping our clients’ computers, cloud services, and networked devices up and running: It’s providing peace of mind and comfort in knowing that their business is in good hands with trusted partners who are dedicated to help in any way. That is why we live by this mantra:

Technology should work for you,
you shouldn’t work for technology.

We don’t provide out-of-the-box solutions and expect our clients to adjust to whatever pre-arranged settings or setup is easiest for us. We cater your IT services to your needs, every time.

Are you getting this level of service from your managed IT? If not, call us – you’ll speak to a representative in under five minutes.