Going local makes the difference in delivering managed IT services

This paid piece is sponsored by Direct Companies.

It was a classic workplace computing issue: The software program Lori Olson uses didn’t work the way it typically does.

“So I called Workplace, talked to a technician I know; he did a remote into my laptop and figured it out right away,” said Olson, a licensed broker associate and executive assistant at Van Buskirk Cos.

“I’d been struggling for an hour to get it to work, and two minutes later, I had the issue fixed. It’s priceless. I should have called sooner.”

As it is, Olson estimates that she talks to her IT managed services team at Workplace I.T. Management daily.

Workplace, which now is part of Sioux Falls-based Direct Companies, has been a support service for Van Buskirk for years.

“They are really good at what they do. They’re fast, and they’re local,” Olson said “We have a dedicated team, so we know them. We’ve worked together a long time, and that’s huge. It builds trust because you’re working with people you know.”

That’s a key differentiator for Workplace, which regularly works directly with customers in Sioux Falls and the broader region. While the industry has shifted to support without human contact – landing customers in call queues or waiting for their issues to be triaged – at Workplace, you’re connected directly to a technician who can help begin to resolve your issue.

“We have a lot of tools we can use to fix issues remotely, which can expedite resolving your problem, but our techs love getting in front of clients and putting a face with a name,” services leader Tyler Meester said.

 “As soon as you call us, you are connected directly to a technician. They will be on the line to assist you. Immediate troubleshooting begins without any wait time or transfers involved. The technician who answers your call will likely be the one to solve your issue directly. “

Because the team is based in Sioux Falls, “we’re really in tune with what’s going on here,” he added. “If an internet or power service provider has an outage or there’s a large flooding event like we had this spring, we have a good ability to get a handle on it and can get answers and feedback to clients in the moment.”

For Olson, Workplace’s flat-rate monthly service fee is an ideal fit.

“We don’t pay by the hour, so it’s just one monthly invoice – a managed service plan – and then we can call for anything, and they assist or come to the office,” she said. “That includes nights and weekends. If there’s an outage in our office over a weekend, I’ll get a call at home explaining it and letting us know if or when we might need to reboot in case our employees want to continue working on weekends.”

Workplace also assisted when Van Buskirk moved and expanded its offices, making relocation and installation seamless, she said.

“That was huge,” she said. “I just find them friendly in a very neighborly way. I don’t feel stupid calling in with a question because I’m not a techy person, and they speak in layman’s terms to everyone from our 20-somethings to 80-plus-year-olds. They’re reliable, trustworthy and knowledgeable. It sounds like a cliche, but it fits.”

Though Workplace handles the majority of issues remotely with its direct-to-technician model, “we still try to get on-site to see customers when there aren’t issues,” said Joe Henderson, director of IT.

“We’ll have a conversation about projects planned for the coming year or what to look out for in the security world or new offerings and things we can help with.”

That includes enhanced physical security for workplaces offered through the expanded relationship with Direct Companies.

“We’ve had multiple Workplace clients in the last year add cameras or door security, and others are considering it,” Henderson said. “And from there, you receive the same level of locally based service. That also extends to our clients beyond Sioux Falls and South Dakota. We regularly travel to meet with clients. And when you call in, no matter where you’re based, you’re receiving the same approach to personalized service.”

With Van Buskirk and other clients, Workplace also plays an integral role in assisting with cybersecurity, catching threats before they become bigger issues.

“We worked with them very early on with our cybersecurity program and continue to with our employee training,” Olson said. “I now get questions from employees wondering about spam or phishing, and Workplace has easy ways to address any potential threats.”

Plus, when you call Workplace, you’re not calling an 800 number and going through prompts. At most, it’s a 30-second wait time, and then “it’s like the doctor is ready to see you now,” Meester said. “We’ll ask questions and get you going in the right direction, and if we need a subject matter expert, that person is right there waiting in the same building, only a few feet from the technician who just answered your initial call. Again, it’s not a bunch of transfers and waiting – you’re going direct-to-technician.”

Especially in the case of a cyber threat, that immediacy can be critical.

“We have a very honed process for handling those exploits any hour of the day or night,” Meester said. “We understand that and deal with it as it comes to make those bad days a little better because at least you’re going directly to someone who can address the situation and find a solution.”

And while there’s a definite benefit to doing business in your own backyard, the Workplace team also is stronger because its members are working together side by side and in many cases serving their neighbors and clients who have become friends.

“Our team trusts each other, and this business is about teamwork,” Meester said. “We are never going to let each other down or let the client down. We take that to heart and do what it takes to resolve issues.”

To learn more about how Workplace I.T. Management can support your organization’s IT and cybersecurity needs, click here.