Written by: Ellie Elphick, Marketing Communications Specialist, Buchanan Associates
Managed service providers and the world of IT is doing their part to help during these unprecedented times. Many businesses – especially small to mid-size – are facing an abundance of challenges, from lack of resources to a newfound remote workforce, and need their IT support partner to address their changing needs.
While much of the world has seemingly come to a halt, IT services have become more critical than ever before. This article showcases a few examples of how managed service providers have assisted their customers to keep their businesses on track for success as they navigate through the fallout from COVID-19.
Providing Infrastructure & Helpdesk Solutions
The way people are working during this crisis is rapidly changing, and it is up to MSPs to meet customer demands and fulfill requirements to keep their workforce functioning. Many companies have transitioned to a work from home model to mitigate the spread of the virus and risk to their employees, but need help managing the logistics.
A service desk is one of the most important components of an organization’s IT solution, as it oftentimes is the single point of contact between an end user or employee and the company. Especially during an unpredictable time such as this, it is crucial to have the ability to provide service desk support to customers who need it.
Buchanan Technologies, an MSP servicing the US and Canada, is one of many MSPs across the nation that has been providing innovative IT solutions, including service desk, to its clients across various industries and verticals.
Insurance: One of their clients, a fully integrated insurance holding company, needed to deploy several laptops to get their staff working from home. Buchanan was able to quickly provide four field technicians to configure the hardware and VPN connections. Once that was done, it was evident that another need was more service desk resources, so they rolled those field technicians onto the helpdesk team to accommodate the increased volume of calls.
Automotive: A major US automotive dealership group had their work cut out for them when one of the first shelter-in-place orders was passed in California. It was unexpected and they needed to move quickly. The company needed hardware procurement assistance as well as onsite technical support to give their employees the ability to work from home. Buchanan provided business process support to the HR department and was able to scale its existing service desk to accommodate new VPN users and service ticket increases.
