Solving the Problem

You know how there is usually a "right way" and a "temp way" to solve problems?  We've found that for computer problems, its best to search for and understand the true underlying problem, and then solve it.  No temp fixes.  No band-aids.  Why?  Simple: it maximizes your employee's productivity when they have fewer computer problems. 

When we were asked to provide tech support for one medium sized contracting company, we looked to understand the underlying problems.  Our fixes were permanent, and solved the underlying issues.  Computer problems decreased; employee productivity increased.  To track technical support issues, we implemented a tech ticket system whereby the users enter their tech issues into a form on the company's intranet. We are immediately notified of the issue via email, and the tech ticket is retained in a database for follow up and tracking purposes. The cahrt below shows the quantity of tech tickets over time.  You will see the quantity of tech tickets decrease over time, which is good because it means that the computer problems have decreased.  In summary, when we were first engaged, there were an average of 50 tech tickets per week.  After we had time to solve all issues permanently, the quantity of tech tickets decreased to less than 5 per week.  Now, there are 90% fewer computer issues, and that translates to better utilization of staff, better efficiency, and less tech support costs.

Solving the Problem