IT Client Life Cycle
Common questions from IT clients
Fisher's has gathered common questions clients ask when it comes to managed IT services. The IT services life cycle can be divided into four stages: Pre-Sales, Onboarding/Projects, Account Management and Support. IT can be complicated, but Fisher's goal is to make it easier. Here's what you can expect when partnering with Fisher's IT Team.
PRE-SALES
We have found that people contact us when they’ve reached their max pain tolerance. Some have grown too large to manage IT internally or others are not getting the level of service they were promised from their current IT provider. Typically, we hear potential IT customers say that they’ve lost faith in their current provide because they have been non-responsive.
Fisher’s works with potential and current IT clients looking for infrastructure assessments, security/risk assessments, and solution recommendations. Usually around 10 to 200 users, these organizations are looking for end user support, device management maintenance, network support, server management, license management, NOC (network monitoring) and SIEM (security and event management) services, and Unified Communication tools. On average, a Fisher’s IT contract for services and support starts at $1,500 monthly and increases based on complexity, size, and needs of the client.
From the time a potential client reaches out to Fisher’s, a Discovery Meeting occurs, and a proposal is sent out, this process typically take 2 to 3 weeks.
ONBOARDING + PROJECTS
A standard onboard is completed in 1 to 3 weeks or within 30 days. Fisher’s goal is to get the client up to speed before 30 days are up with their old provider and the client’s team members have Help Desk support.
If the client decides to partner with Fisher’s IT services, Fisher’s Technical Solutions Architect (TSA) will electronically send the final proposal for approval. Once the contract is signed, Fisher’s IT Project Manager will reach out to coordinate a kickoff call with the client, TSA, Technical Account Manager (TAM), and Engineer. The kickoff call tends to be scheduled within a week of signing so the TSA can introduce the Fisher’s team to the client, communicate Fisher’s roles, review the onboard scope-of-work and timeline.
Technical Solutions Architect (TSA): intros client to onboard team
Technical Account Manager (TAM): takes over for the TSA to manage client needs and expenses after onboard
Project Manager: manages onboard scope of work and ensures success of onboard
Engineer: onsite support during onboarding process. Supports the switch over to Help Desk after onboarding is completed.
Remember, there are no stupid questions. Fisher’s team of IT experts are here to help, and we want to have a transparent and trusting relationship with our clients. Educating clients is a top priority, so please ask away!
ACCOUNT MANAGEMENT
Responsibilities include: Business technology reviews (BTRs), procurement, security, projects, translator between customer and techs, mapping the overall facility, and managing access points and switches.
Once a customer is onboarded, then the TAM takes over for the Technical Solutions Architect. The TAM has years of IT experience and is dedicated to their select customer accounts. They’re responsible for bridging the communication gap between the customer and IT team. If the customer is not getting the level of support expected, then the TAM would be the customer’s go-to-person.
Standardization: There’s an advantage for customers to standardize on tech equipment like laptops, docking stations, audio visual, monitors, stands for desk, etc. IT equipment changes that have been standardized make it easier to onboard team members, improve workflows across single to multi locations, increase security, and keep team members up and running.
SUPPORT
Dana Hamilton leads the Fisher’s IT support team that has a combined 75+ years of experience and over 70+ different industry leading certifications in information technology. The IT support team is incentivized and provided time to continue their education. With Microsoft and Dell Gold Statuses for example, IT clients can expect when issues arise, Fisher’s depth of knowledge provides more accurate and effective support.
When support is given the go, they start monitoring back-ups, security patches, security and windows updates, antivirus, antimalware, health of server and workstations, health of backup, health and operability of firewall, and are ready to support any IT questions you and team members run into. To stay up-to-date with the latest tech advancement and trends, Fisher’s invests in a Program Director who manages these vendor and products, while working to get the most cost effective offerings to keep costs low for clients. Fisher’s takes on the responsibility of testing technology until it is proven to be reliable before we implement in client environments.
Fisher’s receives IT tickets via phone, email, or web form. Electronic tickets and call-in’s are received by the Fisher’s Contact Center, our centralized dispatch operating center, who filter the IT request to correct support tier. A tier 1 support issue, makes up 62% of support tickets, could be something like a password reset or new user added. While tier 2 and 3 are typically handled by engineers the more complicated the IT issue. Calling vs. emailing a service request puts you higher on the list to be serviced.
Need more information? Don't hesitate to reach out!