manage technology tickets for sites spread across the US
have too many tickets to handle and not enough time to spend on strategic initiatives
desperately need someone to remove items from your plate
Optus understands your problems, we have seen it repeatedly with our national brand partners. Multisite companies manage multiple vendors which inevitably complicates most project deployments and site service delivery. As a national organization you most likely deal with Multiple IT hardware vendors, multiple point of contacts, multiple communication and management processes and multiple invoicing methods.
Simply, the easiest and most effective way toward vendor simplification is reducing the number of vendors you work with and working with vendors that do business the way you need to do business.
Below are six must have’s that a ‘one throat to choke’ vendor should provide.
Can the vendor cover your network?
The vendor needs to have multiple skill sets on multiple types of hardware as well as can easily have a technician on-site no matter the location.
Who is your point-of-contact?
The vendor needs to supply one principal point-of-contact such as a dedicated service manager as well as documented escalation process.
What method does the vendor use to communicate?
The vendor should use the method of communication that you and your team prefer. The more methods available to you the likelihood the more communicative the vendor will be. Furthermore, timely information is the key as well. Vendors should have a mechanism in place to automatically update you when updates are made to a service case or project.
What service level agreements does the vendor offer?
The vendor should offer service level agreements (SLA) that fit your unique business. For instance, retail organizations are typically opened seven days a week, so the SLA needs to cover the weekends.
How does the vendor bill?
Do you need all sites consolidated on one invoice or does each site need to receive their own invoice? Vendor whom specialize in multi-site service delivery should be able to accommodate your company’s A&P processes.
How can the vendor help me be more strategic?
Your chosen vendor will have a unique view into what is happening day-to-day at your sites. Ensure the vendor can provide you with account trend reports and proactive schedules account reviews to talk through the information and suggest move forward strategies.
How does Optus simplify our partners day to day work life?
Customized invoice options
4000+ technicians nationwide with various OEM certifications
National brands have dedicated point-of-contacts for all service requests and projects
Our partners can call, email, or create a ticket online and they always get updates to information automatically
We hold monthly strategic account reviews to discuss trends and areas of improvement
Optus is an all-inclusive IT and communications service partner that manages the day-to-day, behind the scenes, thankless tasks to make your life easier. We handle everything from structured cabling and phone systems to surveillance and technology rollouts. We may not play on the cutting edge, but we are the most experienced and most reliable. To learn more, read how we partner with national brands Enterprise Rent-A-Car and O'Reilly Auto Parts.