Joe Igo, IT Manager for GP Companies, felt it was time to take a different approach to supporting their IT needs. He researched managed IT services programs from several vendors and decided to partner with Marco. "It seemed like an easy transition to go with Marco's Managed Services Program because they were already familiar with our network," says Igo. "I looked to Marco for their Novell network support."
Igo worked with his Marco Technology Advisor to determine the level of IT support and services needed to fit the company's needs. Marco's Managed IT Services provide their 70 computer users with unlimited support desk access Monday through Friday from 7:00 a.m. - 5:00 p.m. As the manager of three departments for their company, Igo views Marco as an extension of their business because the service allows him to focus on other projects and corporate objectives.
Igo explains, "Everyone has the ability to go through Marco's support desk for their computer issues so they do not need to go through me. As Marco addresses our day-to-day routine maintenance issues, it frees up more time for me to focus on more project-oriented activities. Our users are also getting a quicker response to their issues. The response we receive from Marco is faster and more efficient."
He adds, "A Marco support desk representative is always available when I call. They have helped with a wide range of problems and always seem to have an answer for my specific issue. If they need to research an issue, they usually get back to me with an answer by the next day or sooner. In addition, the knowledge base we're tapping into is much better than what we've had before. Now I know why it was so hard to find one person to fill the help desk role at GP Companies. If the people from Marco's support desk don't have the answer, they have access to other knowledgeable IT staff within Marco that can help resolve the issue."
Through the Managed IT Services Program, Marco also provides GP Companies with an on-site technician every two weeks to perform a variety of IT services. Igo keeps track of issues that come up. He then communicates with his Marco Networking Engineer to take care of tasks such as setting up new desktops, network maintenance and other network-related responsibilities. Igo comments, "I'm very pleased with the service Mike provides us."
GP Companies receives monthly status reports including support desk utilization call volumes and network health checks. Marco provides the company with an annual review to analyze their server and call data and keeps them abreast of the latest industry trends. "My Marco Technology Advisor keeps me informed of what's new in the industry," says Igo. "He's my window to information about what other companies are doing and the new technologies available that can enhance our business."
Igo feels that Marco's Managed IT Services has helped them achieve their goals of operating more cost effectively and being more responsive to their users' IT needs.
"I don't get much feedback from our users which means there are no problems. "The bottom line is if you're not getting calls, the system is working."
When asked if he would recommend Marco's Managed IT Services to other organizations, Igo replied, "If your IT situation is similar to ours, you should give it a try. I've already talked to a couple of companies and told them the same."