Taylor Made consider that the key to delivering an effective IT support solution over an extended period is to be proactive.
This manifests itself in many ways – the key issue, we believe, is to employ the right people and to train them to the Taylor Made way!
This involves looking around, thinking laterally and looking at the bigger picture.
When you phone to say that you cannot print – the problem is that you cannot produce a dccument, not that the printer is jammed and all the lights are flashing.
Our engineers are trained to think of alternative solutions – reroute the print job? Email it to us if it is that urgent?
When on site, our engineers are trained to look around and ask questions. They are trained to be aware of what is going on – are the monitors really poor quality, is someone struggling with a paper jam whilst we are installing a new PC?
We also use technology – our Service Desk solution is geared to enable us to review trends and problems. Our Remote Monitoring solution ensures that we see problems such as repeated errors or disks filling up well in advance of them "going wrong". Our Remote Management Solution ensures that security updates are in place. Our alerting systems highlight potential new, fast moving, threats.
We are very proud of what we do, and believe that – even though the word is probably over used – it is important to think and act proactively.