We are a successful MSP in NJ, and currently outsource certain functions of our service offering to a company called Zenith Info Tech. This company has not delivered the services successfully they claim they provide, and I am not sure if it is them or us? We have done everything including following their standard operating procedures, configured our PSA application the way they told us to, spoke to their managers several times, and any other requests they have made. We have documented our tickets, created in house procedures to follow their rules, and still not acceptable. Now I am not putting this provider down because maybe this is not your experience. I am certainly quite confused as to how to get this to change. We have done training, we have rolled out agents successfully, documented the NIF(network information forms) put passwords in the correct place, and any and all other requests. I have never experienced service like this, and I am questioning whether or not it is our company. Has anyone ever experienced poor delivery of outsourcing their service or a component of their service, i.e server monitoring, service desk? Please let me know your thoughts. If anyone has been successful with Zenith, I would love to hear what we can do in order to make this work.
Thanks
George Mach-CEO Apex IT Group
Post edited by: sales@apexitgroup.com, at: 2008/07/27 05:17
Post edited by: Apex IT Group, at: 2008/07/28 18:56