We differentiate ourselves from other companies in the industry as follows:
We are committed to a constructive, team-oriented environment, gathering varied perspectives, sharing knowledge, and building effective partnerships.
We strive for operational excellence through ongoing development of our staff and organization as a whole.
We encourage creative and critical thinking in the development of technology services and solutions.
We listen to, respect, and care for our staff, and one another, both professionally and personally.
We strive to provide excellent service by being consistent, agile, reliable, and accessible to all.
We leverage open communications and thoughtful business processes to be accountable in our interactions and our work.
Customer service is the fuel that drives us, and one of the most important keys to good customer service is effective communication. No matter what we are helping your company with, you will find we use multiple tools to ensure communication is as efficient and as effective as possible.
QualityIP and You: Communication is Key
One of the first promises we make to our clients is we will not go down a path of speaking techno-jargon. Whether we are helping you improve your cybersecurity or working with you to integrate new computers for your staff, you do not want to spend any of your valuable time asking us to define what we are talking about. Even though we know the tech talk, we will present our ideas and talk with you in meetings so that you can clearly understand what we are talking about and how it will impact your company.
In addition to clear and effective communication, we also provide a unique tools so we can receive feedback from your team as we work. This tool is called CrewHu, and your team and our staff will have access to it 24/7. This tool will help guide us in “wants” versus “needs” and you will be able to let us know what tickets need to be escalated in priority as we progress. CrewHu also establishes our prioritization of transparency. It is a real-time tool and we respond to all feedback provided in a timely fashion.
The structure of our team is also geared toward effective and efficient communication. While we always say “it takes a village” to design the perfect IT environment, you don’t necessarily want to talk to and coordinate with a village. That is why we will assign either a virtual CIO or a Technical Account Manager to your team. This person is your point of contact, but there is an entire QualityIP infrastructure of support behind them to get the job done.
QualityIP Managed IT Services: What We Do for You
We also have worked within numerous industries since we got started in 2004. Our clients predominantly are businesses in healthcare, manufacturing, non-profits, municipalities, and professional service organizations. We understand the unique challenges each of these industries represents in terms of IT needs, and we are able to navigate comfortably in any of them.
No matter what services you have hired us for, we guarantee that we will provide you with IT solutions that work. How can we make such a bold claim? It is because of our tried and true process. We can describe our process in two summarizing statements. First, we provide services based on what our own audit tells us your business needs. Second, the solutions we come up with for your business are customized for your specific business only. You will not find any cookie-cutter solutions at QualityIP.
We are fortunate to have experts whose knowledge covers the entire spectrum of potential IT services.
Among the six components of our service offerings are:
The QualityIP Audit and Roadmap
After our initial conversation, which is usually initiated by a HelpDesk ticket, we will ask to audit your hardware, software, and networking infrastructure. What we are doing in this audit phase is determining the status of all facets of what you currently have in your business, whether it is equipment or protocols. For example, we will audit password usage to make sure passwords are strong and are updated/changed often. We will audit your Microsoft Office 365 usage to see if you are maximizing the capabilities of this platform. We will look at the physical security of your company and determine if there are any vulnerabilities there.
Based on what we find in this audit, we will create what we call the QualityIP IT Roadmap. This is really the key to our approach to IT solutions, because this roadmap is our proposed strategic plan for strengthening all facets of your company’s technology. These proposals are 100% customized for your business needs. Here are a couple of examples of what we might propose in our IT roadmap.
For one company, after a productive conversation and our audit, we proposed a Sophos firewall with patented heartbeat technology because this particular business did not have a commercial grade firewall. While we told them they were not necessarily at tremendous risk at that moment, any business really needs firewall protection today. We also discovered that the business was overpaying for a lot of separate Microsoft Office programs instead of using Microsoft Office 365 to consolidate the platform and associated pricing. We proposed our managed services program because the business staff was having a hard time staying on top of software updates and password updates. We recommended a monthly plan so that we would be able to work seamlessly with the entire staff and the business owner would not have to see an invoice for every single thing we did.
A separate company we provided an IT Roadmap for was in the healthcare industry. In that case our main service was assisting with Microsoft Office 365 Sharepoint migration. This involved detailed conversations with our contact person about existing tickets, known issues, and potential upgrades. We incorporated the development of standard operating procedures (SOPs) and we asked to be listed on vendor accounts so we could advocate for our client and take that strain off their shoulders.
Whenever we begin a relationship with a client, our goal is to merge seamlessly with the rest of the team. Not only do we customize our solutions, we stick around to make sure those solutions are working as we intended, and we are there to help with training and implementation. We make it all as easy as possible.
The QualityIP HelpDesk: There When You Need Us
One facet of our business our clients always appreciate is 24/7/365 access to our unique HelpDesk. Our HelpDesk stands out from others in the industry for two reasons. First, we have a call center at our headquarters in Kent, Ohio, that is managed by technicians all the time. We appreciate the ability to be available whenever someone may need us, and with remote work, flex time, and different time zones, that can really be any time of day. The other facet of our HelpDesk services we are really proud of is that often, you can get the help you need right there on the phone. Our team members who answer the phones are not there just to answer the phones. Their own expertise is used as a first line of response for anyone who contact us. If your problem requires more of a village approach, that technician is able to create a ticket and get backup from whatever department is required.
When we partner with a business, we make our HelpDesk services available to everyone on the team, not just the CEO and the CIO. This accessibility is included in our monthly contracts, so the C-suite of the business will not see dollar signs in their eyes every time an employee reaches out to us. In the examples above, your team members may need help with the Microsoft Office platform on his or her own computer. An employee might have a suspicious email they want feedback on, or their computer might be running extra slow. We can help, and having this expertise as a tool in the toolbox is a huge incentive for signing on with us on a monthly basis. Our HelpDesk is truly the heart of our business, and our managed services flow from that point outward.
More than IT Solutions
We do not have a problem being called an IT Services Provider or a Managed Service Provider. It’s what we are. It’s what we do. But, factually, we also do so much more with our clients. Our ultimate goal as we provide IT Solutions for you and your business over time is for us to become “your guy.” We know that’s a casual way to encapsulate a business relationship, but we also know when we talk to clients, they know exactly what we mean. Having “a guy” to run IT concerns by is extremely valuable in these complicated times. Our ability to serve as a consultant and not just the implementor of solutions is something we are intensely proud of. We strive to build relationships “deep and wide” within companies so that ultimately we can enhance the technological experience for everyone in the company.
If you are looking for customized IT solutions for your company, or if you would like an audit because you do not know what you may or may not need, you’ve come to the right place. Contact us today and let us know what’s on your mind. We are happy to help.