Importance of Mobile Device Management

Posted on February 27th, 2012 by admin

by AVY

Is the mobile device, that you or your employees are using, properly secured and managed? It is the reality- most business owners do not even realize the importance of Mobile Device Management or its existence. When we meet with our clients, most have no idea of the impact an unsecured mobile device could bring to their business if it’s lost or stolen. Therefore this blog is dedicated to discussion of the following: support, security, and BYOD (bring-your-own-device) vs. COD (company owned device) for mobile devices.

Should your mobile device(s) be included under an IT support agreement with your provider? The answer is YES. The mobile device(s) that have any association with or use for your business should be supported by IT professionals. The main reason is that these types of devices are not originally built with intention for commercial/business use, therefore are often lacking the necessary configurations for business security. The industry leaders in the tablet market, for example, are now slowly realizing this but yet nothing particular has been done about it. Users appreciate the fact that tablets are consumer friendly and do not require much to learn and navigate through the device. Many people, however, may not be aware of the extremely useful and helpful apps for business and commercial use that’s available to them. Support of mobile devices, which TechGen provides, helps to maximize the potential usage through getting practical and helpful business oriented apps, with a combination of initial configuration, training and set up of any particular app on any given mobile device, and the necessary management through the device’s lifecycle.

As security goes, I am willing to bet that not many business owners realize that the data on their cell phones, tablets, and even some laptops is lacking any security or protection (i.e. encryption). The encryption of your data is the most important step you could take towards making the mobile device(s) secured and protected. These mobile devices carry just as much valuable and sensitive information as your desktop PCs: emails, files, credit card #s, addresses, names, etc. Did you know that there is a way to remotely access any mobile device and wipe out everything on it? Yes, this is an incredibly useful option when your mobile device is lost, stolen, or you just fired an employee who left to a competitor and you need to protect your business/clients. TechGen, as an example, has a way to encrypt, secure and protect your mobile device so you can rest assured that regardless what happens with it- your information, your clients’ information, and your business will be safe.

To summarize my thoughts on support and security, let’s discuss BYOD vs. COD option for your business. When you let your employees bring in their own mobile devices to work and connect to your office network- what do you think could happen? As you may not be aware of the security settings these devices have and cannot control their daily use- do you think you should allow the use of non-company owned devices for work/business related activities (i.e. email access, shared drive access, etc.)? We encourage every business owner who exercises BYOD option to include in their company policy a set of rules on proper business use of any personal mobile device that employee brings and/or uses for business related activities. We would also recommend supplying the employee with a company owned mobile device which can be configured to only allow access to specific business related apps and websites, you control what they do with the device, and you are able to wipe out the data in case the device lost, stolen or the employment situation has changed.

These are just a few reasons and examples of why should you be contacting your IT service provider and discussing a Mobile Device Management option with them. And if the IT support you use does not have this or similar solution, I recommend that you give us a crack at it. Let us know if you have any questions, needs or concerns about your mobile device management support. We are glad to help out!

Look for our video series of useful apps for Android and Apple tablets on YouTube!

The Customer Service you should EXPECT from outsourced IT provider

Posted on February 20th, 2012 by admin

by AVY

The GREAT customer service is no longer an option in most industries, unless you sell water in the Sahara Desert and you simply don’t care due to absence of any competition. Most of us, however, live and work in the very competitive environment on the daily basis and as we are running into similar products and services with similar qualities and benefits, we have to make the choice with whom should we do business with. So what makes us go to that specific convenience store or bank, even though there are many other stores and banks in the neighborhood? Why do we choose where we shop, eat, and service our cars and computers? Why do we go online and read customer’s reviews and comments when we are thinking to book a vacation or place a reservation at the restaurant? The answer to all these questions is the same- CUSTOMER SERVICE!

I believe GREAT customer service brings up the value to any product or service offered. It is the only component in your business that you can have direct impact on right away by not spending a dime.

Here are the main components of successful customer service experience:

Knowledgeable/Friendly staff
Consistency
Proactivity

1. Friendly Staff

The #1 component of the GREAT customer service is your staff. Who you hire is imperative for the retention of long lasting successful relationships with your customers. Obviously you want your staff to know and understand the products and services the business offers, it is something that can be taught. The most important aspect here though is the friendliness and sincere interest your staff must deliver when they converse with your customer. I am sure that I am not the only guy out there, who has experienced robotic response from a “service” representative in the calling center. Think about how it makes you feel, when you talk to a live customer service representative and they just read the same script over and over again with no help to your question- because the script for your question has not been yet written. That is where you get lost in the calling tree, and nothing gets resolved. To avoid such experience by your customers hire the right people, have fun and love your customers!

2. Consistency

The #2 component of the GREAT customer service is the consistency. Think about how your staff answers the incoming call? How do you or your staff handle problem resolution and follow up? Is there a process in place to record or notate the conversation with the customer? Consistency is the key to a successful relationship with your customer. The way your staff answers the phone shows what kind of company you are. Don’t you hate when after being on hold for 10 minutes you have to explain the issue again, because no one has followed up with you from your previous conversation 2 days ago and did not take notes during initial dialog? That is where the consistent note taking and follow up should take place in your organization. I recommend that you have client relationship management software in place for staff to keep track of issue resolutions, or at least insure that your staff keeps track of their notes. The consistence in the customer service delivery is the core of your success with being GREAT.

3. Proactivity

Proactivity, I personally believe, should have a whole separate blog written about it. For now, however, the main point of proactivity is to show that you actually care about your customers. In my most recent discovery meeting with a prospect, I heard something as such: “Our current IT provider did not notify us of when we should renew our software license.” Please try not to have such statement from your customers, because this is an example of how NOT to be proactive and caring for your customers. Being there for your customers and preventing problems before they happen is why these customers are still coming back and you are in business.

TechGen’s philosophy of GREAT customer service is being knowledgeable, friendly, consistent, and proactive. We dedicate ourselves to deliver the best in class customer service to all of our clients, and we are proud of it. Customers/clients are the people that invest in your business growth, and GREAT customer service will help their retention! Tell us your story and never hesitate to contact us with any questions, comments or needs!

Cloud Managed Services and TechGen’s Involvement

Posted on February 13th, 2012 by admin

by AVY

We have been hearing so much about Cloud Managed Services from our clients that I have decided to write about it in my fourth blog. What is a Cloud Managed Service (CMS), or so called “cloud”? What so many people like to call “cloud” is the off-site infrastructure which could be public or private, yet it still has better data protection security in place then any office space. Not every business is a great fit for “cloud” services. Even though CMS has been in place for many years and leveraged by big enterprises such 3M, it still has to be cost efficient and fit your business goals/model. There are three main points of having the CMS as part of your network set up: capital expense, performance/maintenance, and security/reliability.

Due to the fact that many people are still trying to fully grasp what a Cloud Managed Service is, many are unsure of the cost benefits and how these services affect their bottom line. As an example, say you need to purchase one server and three Microsoft Office licenses out of which you will only use two of them at the same time. This will cost you approximately $6000. If you were to use Cloud Managed Service for your network set up, you would pay a one monthly fee which would include the cost of the “cloud” service plus only two licenses. Why two? Because CMS allows you to access unused license regardless which computer you are using in the office. Here you are saving money- what’s not to like?! I could compare CMS to your thermostat at home, when you need more capacity, speed, software you “turn up” your service and when you don’t need as much you “turn down” your service. CMS is a controllable, customizable, and effective option for any business regardless of its size.

Some of our clients are concerned with security and reliability, when it comes to Cloud Managed Services discussions. The one statement I could make with no regret is that Cloud Managed Services are more reliable and secure than any given server(s) in any given office space(s), unless you are a CIA agent. Here is why:

The CMS is set up in a huge data center that has hundreds and sometimes thousands of servers linked together, which limits the chance of connectivity failure.
The data centers have security guards, restricted entrance, cameras, disaster recovery procedures/plans, and background checks for every employee.
These centers have to follow all privacy and security regulatory compliance procedures set by the federal government such as HIPPA, GLBA, etc.

As far as performance and maintenance goes- you are still in the win. No worries, TechGen is still going to be in the picture helping you managing “cloud” services, yet it will reduce the need for an on-site maintenance and associated down time. Besides the above mentioned hosted app capabilities you are able to set a SPAM filter directly through Cloud Managed Service therefore eliminating the need to purchase your own anti-SPAM software. CMS is great for businesses that are looking to downsize the office space, and have employees work out of their homes. Virtual offices and remote access capabilities are so much better with “cloud” service then a traditional server, which you still have to keep somewhere, protect, and maintain.

These are just a few examples and reasons why you should talk to us about Cloud Managed Services. Techgen is still your reliable and trusted partner to pick the most secure “cloud” and will continue servicing you and your business. Contact us to learn more about your options on Cloud Managed Services. We are the only place you need to take care of your all IT support needs.

“THAT” IT support company vs. TechGen

Posted on February 6th, 2012 by admin

by AVY

So far, in my previous two blogs, I have written about “THAT” day and “THAT” IT guy. One common theme in those articles is the service, that TechGen provides, which releases small business clients from their day to day IT hassles. One could ask: “What is so different about TechGen’s service from any other IT service company?” and the answer is a personalized, proactive and strategic support that TechGen delivers through their “StressFree IT”™ flexible solution.

At this point many of us have heard of Geek Squad, the all famous IT support group inside of a big brother Best Buy Corporation. There are a few small business owners who have turned to Geek Squad for the IT support on their small businesses to later realize that when you pay little you should expect little. ItChannelInsight.com has noted: “The implication being that because of the poor service of the Geek Squad; potential clients would use them, then repent…” (“The Good News about Best Buy” by Todd Nielsen on January 24, 2012). On the same token, however, what is little and what is a lot? How do you determine the value you are getting from any service? These are the items that TechGen covers by providing their clients with the personalized solutions. We do not stick you with a package, or a “plan”, or anything else for that matter, for you to later realize that you do not even use or need any of the services that are included in the given “plan”. TechGen’s “StressFree IT”™ solution gives you the freedom to choose your own services that are needed for your business to operate and run smoothly on the daily basis. We are here to recommend and suggest, but never will stick it in your “plan” and have you pay for it. It’s simple, you tell us what you want to accomplish- we tell you what it takes to get it DONE! Nothing more or nothing less!

Now, the word proactive means different things to everyone, but to TechGen it means monitoring configuring, and protecting that valuable thing called- YOUR network. “THAT” IT company claims that they will “proactively” manage your IT system. What does it mean? Will they proactively bill you on the monthly basis or will they proactively pick up the phone when you call them when something happens? Our job at TechGen is to make sure that you only call our helpdesk service line with inquiries about upgrades and additions or to say “hi”, never with issues that occurred due to the failure of our service. We will attempt to prevent any mishaps to your network behind the scene, so you can concentrate on the important stuff- YOUR business. Proactive to us means- relax, we got you COVERED!

Lastly, most IT companies are trying to come up with some serious looking reports, which are confusing and not telling you much. You pay for them because its part of your “plan”, so you fill obligated to have it done. At TechGen we do not provide reports that no one can understand or read- we run diagnostics of your hardware to see if it’s time for you to look at replacing it, and it will never be a surprise when we suggest you to do so. The major part of our BEST in class service is to strategize with you, based on YOUR short and long term GOALS, on a bi-annual basis. Centered on your plans, we will put a strategy together for you so when the right time comes you are ready to go and all of your IT needs are met. The coolest thing is- it costs you NOTHING! Free strategizing for as long as you are part of our “StressFree IT”™ association. No “plans” and “packages” -just have the relationship with TechGen is all it takes! Does your IT support company treat you that way? Contact us for a FREE/NO OBLIGATION service evaluation and tell us your story- we WANT to know!

Importance of Mobile Device Management

The Customer Service you should EXPECT from outsourced IT provider

Here are the main components of successful customer service experience:

1. Friendly Staff

2. Consistency

3. Proactivity

Cloud Managed Services and TechGen’s Involvement

“THAT” IT support company vs. TechGen

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