As we continue marching towards summer, I’m sure many of you are looking forward to hitting up the local amusement parks to enjoy some thrill rides. Most amusement parks are defined by a premier rollercoaster of some sort.

While rollercoasters give feelings of excitement and exhilaration, in the managed services space a roller-coaster can be synonymous with many things, and I can assure you, they are neither exciting nor exhilarating.

Before Auxzillium transitioned to managed services, its support platform was break/fix. That means our business was the business of client failure. Not only was that difficult to staff for, but it also resulted in bills to clients that went up and down just like a rollercoaster. With our managed services platform, we benefit more from our clients’ success, and it behooves us to mitigate even the potential for failure.

Rollercoasters are fun at amusement parks… but not when it comes to your IT support. 

While the rollercoaster ride of a break/fix support model can cause harm to the business providing and the business receiving support, there is another rollercoaster ride that primarily harms the business receiving support, and that is through human capital flight, AKA “Brain Drain”.
Turnover within the managed services space can be detrimental to support delivery efforts. I’m reminded of discussions with potential clients wherein they describe the deterioration of their support experience and the loss of a guiding hand. The negative effects aren’t solely caused by staff turnover but staff days off, vacation, or unavailability for any combination or reasons. How can this happen? How does Auxzillium mitigate this reality?

Now, I work here, and I write this weekly blog post with an element of passion, so I’m not exactly the poster child for suggesting I don’t love the place I work and consider it a blessing. However, I’ve been here long enough to recognize the culture and the team element. More than that, I see the commitment management has to endearing itself and my colleagues to being a part of the Auxzillium team. This helps highlight Auxzillium’s commitment to creating a good environment that retains staff rather than loses them.

Regardless, turnover is inevitable despite working somewhere great. Staff will get sick, take a leave of absence, or go on vacation. When these things happen, there can be a dip in service if knowledge isn’t exchanged or a client’s functions are not documented. It is in Auxzillium’s best interest to plan and prepare for these things by properly equipping our staff so they can provide service levels that effectively meet the needs of our clients.

Your business deserves a smoother ride.

For many years now, Auxzillium has leveraged knowledge exchange through a documentation platform and lunch and learn opportunities open to all staff. In many cases, automation is implemented to limit the impact of human failure by offloading common tasks. Web portals have been created to enhance bidirectional communication. This not only addresses day-to-day activities but also creates greater availability for our staff to provide support. The commitment of Auxzillium to these things allows us to ensure clients do not experience a dip in support and instill trust that any member of the team is able to pick up where the other one left off.

Remember, summer is near and there are fun rollercoasters to be ridden, but if you want to avoid the negative ups and downs associated with the services and support you receive from your managed services provider for your entire technology system, then you can always contact Auxzillium.