6 good reasons to consider Managed Services

Many businesses today are using Managed Services for their I.T.  Why?

Because it’s a good investment that’s helped them increase their productivity and hence their revenue, as well as cutting down on spiraling I.T. support costs.

These days businesses are increasingly dependent on I.T., making it essential to have experts to handle the regular maintenance of I.T. infrastructure.  However, most small and medium businesses cannot afford to hire a qualified, full-time I.T. administrator.  Managed Services is the best solution, since it allows businesses to concentrate on what they do best - managing the core competencies of their business.

Why is Managed Services important for your business?

1. Cost Effectiveness

If you’re not an I.T. expert, you’ll need to hire consultants for basic I.T. maintenance - and this is usually too costly for small and medium-sized businesses.  The downtime during breakdowns of computers or outages will cost your business more money in the long run than outsourcing costs.

2. Budgeting – Fixed Monthly Cost

Managed Services offer a choice of service levels which may be priced on a per-month or per-device basis.  This subscription model gives you more predictability in expenses as opposed to the as-needed time and billing models used by break-fix I.T. consultants.

3. Outsourced and Controlled

Although Managed Services are outsourced, you do not surrender complete control of your I.T. infrastructure. You decide which aspects of your network the service provider will take care of and what you would prefer to handle.  You are also kept informed of everything that happens in the process and management of your systems.

4. Monitoring

Your system performance is maximised across the entire I.T. network through real -time proactive monitoring of desktops and servers.  Issues are detected and resolved  before they become bigger.

5. 24/7 IT support

With Managed Services, you get support whenever you need it.  You don’t have to wait in line for whatever system problems you need resolved.

6. Peace of Mind

Knowing that your I.T. system is in the hands of experts, you are assured that somebody is there to carry out proper maintenance of all your computer hardware and software.  You can also be confident that if you encounter any problems with your I.T., there are experts on hand, who will help you fix them immediately.

When you choose Managed Services, all of your I.T. operations are handled by a highly qualified and knowledgeable provider who assumes ongoing responsibility for monitoring, troubleshooting, and managing I.T. systems and functions on your behalf.  You select which systems are covered, and the Managed Services provider takes charge of the network equipment and applications.  These are specified in the terms of a service-level agreement (SLA) established to meet your company’s specific business needs.

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The Technology Generation

The technology generation has a different mindset to baby boomers.  They have been raised with technology rather than the boomers who have had to adapt to it.

Offering the technology generation an out-dated technology backbone that doesn’t align to how they “connect” in the outside world inhibits their ability to be truly productive and forces them to re-learn out-dated technology systems.

There is a way to break free from this traditional model and here are just a few ideas to get you started.

· Provide your employees with the ability to connect to the office environment anywhere, anytime and on any device. This enables your employees to be working as highly effectively as if  they were at the office, whether they are in the back of a warehouse or on a beach in St Kilda.

· Enable access to the tools that they’re most comfortable with. The Electronic Generation is used to instant messaging, computer based phone applications and using a single device as a total communication tool.

· Technology is desirable... at least the technology generation think so. Attracting top talent is a challenge for many businesses.  Stand out from the crowd with your fresh approach to technology.

The ideas listed above are nothing new, they’ve been around for years however it is the uptake rate which has exploded in the last few years. Decrease in costs, cloud applications and employee demand is largely driving this trend, which shows no sign of slowing down.  Businesses need to begin thinking about how they can facilitate the change in workforce styles in productive ways.  Fortunately the same technology that the Technology Generation was raised on is adapting too and there are exciting new developments becoming available which helps to empower employees in a business context.

CPSTG is a leading total solutions provider, trusted by 1,000’s of Australia’s leading businesses.  A CPSTG consultant would be happy to have a free confidential chat with your business to explore how we’ve helped others and discuss how we could help you.

Beam me up Scottie – I’m working from home

Now I might be showing my age a bit here, but remember when Star Trek popularised the notion of beaming us places we wanted to go?  It hasn’t quite happened in 2012, but technology has managed to make us materialise ourselves in different places in some form.

I have now been working from home for almost 3 years, when I relocated to a small town in Victoria to support my husband’s new job, and we both wanted to cut down the commute.   Aside from the obvious distractions that I learned very quickly to ignore (dust bunnies and dishes in the sink) there were three main issues to overcome.  Space, communication and support.  Space was less of a “how much room” issue, as a “headspace” issue - getting into the mindset of “I’m in the office now” and I learned that routine was the key to that.  Get up, shower, dress, have breakfast then go to the office (i.e. the back room). 

The second key issue to the success of working from home is communication.   Initially when I started working remotely, we had installed our Interactive Intelligence VoIP system, which handles remote workers as well as if they were physically located in the main office.  I have a city phone number, which when dialled checks to see if I’m marked as “in the office”.  When I am, the system rings my home number (or mobile, depending on how I’ve set it) and I click to take the call and the connection is made.  Similarly if I am making a call, I put the number into the CIC client and it dials from the office, displaying my phone number in Melbourne.  So that takes care of phone calls.  But communication, as we all know, is more than just being able to make or take a phone call.

Once we acquired Accent Business Technology who are based in NSW, 50% of our staff became “remote workers”.   Luckily for us, the NSW I.T. department were well versed in Microsoft Lync and installed this software on each of our desktops.  Now, not only am I able to send off IMs to staff to get quick answers to questions, I am also able to view a colleague’s desktop when they have something to share, or share a whiteboard or presentation to collaborate on a project a number of us are working on.  Combined with webcam, Lync has become a powerful tool for meetings and training sessions at CPS.  The interesting thing I found on my last few trips to the Melbourne office was that staff are using these same tools at their physical desks in the office.  People aren’t getting up to walk around to others desks as much as they used to, because the technology is such that we don’t have to! 

The last issue to overcome was I.T. support, and again the NSW office came to the party with their Evolution I.T. support expertise.  The NSW office has been remotely supporting many businesses’ I.T. infrastructure in the region for a number of years, and once Evolution was deployed to my workstation, all software issues and upgrades are handled remotely from either the VIC or NSW office, depending on who is looking after the issue.  If I have a problem, I lodge a ticket via the web client, and within minutes, I get an email from one of our help desk advising me of the next steps and often fixing the problem immediately while remotely logged in to my PC.   The evolution software has saved me from making an emergency trip to Melbourne a number of times when issues have come up with my laptop. 

All this means that I remain in touch and am able to work as productively as if I were physically in Melbourne.  So, Scottie, while we’re not quite beaming people up, we are able to materialise in their “space” and share ideas, thoughts and comments instantaneously, so that physical location doesn’t matter as much as it used to.  

What you didn't know about Telstra's Business Broadband

Telstra Business Broadband is more than a high speed internet connection. It’s a true business-grade platform, combining robust networks and services with dedicated business features and support.  Connecting to Telstra Business Broadband provides your business with a streamlined internet connection that delivers more than fast data. The service can also help you save time and money, be more productive, boost your efficiency and stay competitive.

Here are some common questions that we are asked about this business grade of broadband.

1.  What is the difference between a Tier 1 and Tier 2 service provider? 

• Tier 1 ISPs provide & maintain direct backbone links into the www. This means that they can communicate with any other network without using other ISP servers.  This increases reliability and security.
• There are only 4 Tier1 providers in Australia & Telstra is the largest
• Tier1 providers on sell www access to Tier2 providers (eg Bigpond)
• TBB is a Tier 1 service with direct connection into Telstra’s www backbone

2.  What is the level of support provided to Telstra Business Broadband customers and how is this different to other internet services?

• 24/7 Australian based technical & sales support

3.  What are the key features of Telstra Business Broadband?

• Tier 1 Business grade internet access service
• 24/7 Australian based technical help service
• Static IP address
• No speed throttling when usage limit is reached
• Usage is measured from download only
• Free Domain name registration, if required
• Can change usage plans at any time during the contract period (up or down) for no penalty
• 10 POP email addresses

4.  Why shouldn't I just go direct to Telstra?

• We provide account management services with our Telstra Products
• There are a range of corporate plans only dealers can provide, which fix costs for a set period.
• You don't have to deal with the many different Telstra departments.
• We are a "one-stop shop" specialising in the full range of business communication and I.T. services.
• Customer's love our follow up service.
• We are Telstra's Enterprise Partner of the Year for 2012!

To find out more, click here.

Creating a customer experience strategy

Consumer Trends, Social Media, Cloud Technologies.... How are companies cost effectively using technology to help meet these demands?

Company budgets are shrinking, yet there is an increasing demand for providing a far more positive customer experience in today’s social & multi-media environment.  At first glance meeting these demands may seem too expensive, however, by leveraging the latest technologies any orgainisation can reduce total costs and improve the customer service experience.  It just means communicating with consumers the right way at the right time.

Creating a “customer experience strategy”, communicating using the customers preferred media, social or automated methods can reduce costs and drastically improve customer service.  Implementing the right technology will quickly pay for itself and offer organisation wide efficiencies and improvements delivering a very compelling ROI.  But, the right way to communicate with customers is constantly evolving as communications options and consumer expectations change. Everything from online bill payments to self-service ordering, it is all geared towards putting the power back in the hands of consumers.

Consider the following.

Some staggering social media statistics…

• 200 million users access Facebook through their mobile
• 95 million Tweets are posted on Twitter each day
• 250 million users engage with Facebook on external sites
• 65% of companies are deploying at least one enterprise social software tool
• People spend more time on Facebook than any other website

And Mobility

• Sales of Smartphones and Tablets are now greater than all PCs including notebooks
• Android is the #1 OS for mobile platforms with over 350,000 new activations per day

And Video

• More than 24 hours of video is uploaded to YouTube every  minute
• By 2013, over 90% of data traffic will be video
• One third of corporations say they are using video at least once a week

And Virtual

• 60% of server workloads will be virtualised by 2013
• 20% of professional PCs will be managed under a hosted virtual desktop model by 2013

Where is customer communication headed? - Communications are merging!

Customers want a consistent experience, personalised treatment using their channel of choice, at a time that suits them, “one-to-one” communication has becoming a real expectation. Companies that haven’t aligned their different communications channels, will have a fragmented view of the customer and will be unable to deliver a coherent and consistent conversation across the enterprise.

What does all this mean?  How will it impact your current network and infrastructure?

If you are looking to replace your current communications infrastructure, or are completely confused about choosing the right technology for your enterprise, or want to understand how to leverage equipment you already have, then read more here. 

What makes us "click"?

“Do you ever just “click” with someone and wonder why? And do you ever wonder why you struggle to get along with someone else? 

It happens to all of us, on a regular basis.  Chances are it’s all about different personality styles!

You've probably heard about the 4 main personality styles.  They have been given many different names over the years.  Essentially it's about what makes us all tick (and click!).  

We will use the following names for this exercise, Analytical, Driver, Expressive and Amiable.

Once you know the traits of each group, it’s easy to work out who you are and the people around you. Not only does recognising these different styles help at work but it is a very useful tool to have in your kitbag at home as well.  Your approach to life, your values and your character type will determine how you approach all others, and therefore will be how you would like to be approached. 

Our customer service guru, Carolyn Johnson, conducted an hour training session recently with sales staff, to identify and help us understand the personality styles of the different groups of people.  We were able to identify our own personality styles and found that the group was made up of a variety of the styles - - which is not unexpected as we need all styles in the workplace to operate effectively.  

If you fall into the Analytical or Driver groups, you like to control your emotions and are more task driven.  Whereas Amiables and Expressives are more emotional and people focused.  If you fall into the Driver and Expressive groups, you are more likely to be doing a lot more telling than asking. However Amiables and Analyticals will do a lot more asking.  And lastly, Drivers and Expressives are more interested in a quick result... JUST GET IT DONE!!!  This doesn't suit Analyticals and Amiables as they are more process driven.

Following the course, many staff were able to say "AHA!" and then pinpoint the problems they were experiencing with different types of people.  They could now understand what was motivating the people they were dealing with and would be in a better position to give them what they needed, based on their personality styles. 

Many staff reported back favourably a couple of weeks later, when asked if they had put the training into practise.  

So next time you are dealing with someone who is "doing your head in," step back and try to see things from their perspective.  You might just find a common footing to start on that will help you come to a resolution. 

Choosing a mobile handset

With an increasing number of handsets available on the market - how do you choose what’s best for your business?  Telstra has selected the best models for businesses to make it that bit easier.

Do you work on the road? You might think about a superfast network speed for sending large files more quickly on the go. The Samsung Galaxy S II 4G along with HTC Velocity 4G handsets could be what you need. The HTC Titan is a 4G phone and is also a Windows based phone which means you have access on your mobile to Microsoft Word, Excel, Powerpoint and One Note.  The Nokia Lumia 800 is also a great Windows phone, with easy access to your Excel Spreadsheets and Powerpoint presentation.

If you prefer something more basic and durable- the Telstra Tough 2 (T54) is a great option. Made for construction workers and techs who are often on job sites. The Telstra Tough is built for rougher conditions.

Another great basic phone is the Nokia C5-00 which still gives you access to email, but is similar to the classic style Nokia.

Besides making your business easier with the ability to work from anywhere, anytime, Smartphones have loads of fun and useful applications. Check out Workout Trainer as a great antidote to too many business lunches, or if you travel for work, check out Trip Advisor’s range of City Guides.  Or for people on the road, consider Waze, a community based traffic and navigation app which helps you avoid traffic jams and roadworks on your travels.

Quote of the day:

 “Three objects were considered essential across all participants, cultures and genders - Keys, Money and Mobile Phone.” 

Jan Chase- Nokia

Blog by Kara Skorupan