Client support models are changing as we move to cloud
As business leaders continue to optimise spend and ROI for both on-premise, cloud and digital Microsoft collaboration assets, there is an ever growing need and challenge for the CxO to provide comprehensive support for technologies such as SharePoint and Office 365. This is a topic weighing more heavily as a key success factor in SharePoint & Office 365 deployments, especially with clients shifting towards cloud, hybrid and mobility based solutions. These clients are taking a medium to longer term view on their change program and associated benefits realisation strategy. With additional pressures on skills acquisition and retention coupled to a reduction in capacity procurement budgets, clients in both small, medium and large scale Enterprises are looking at more cost effective and flexible support models for both short term and long terms needs.
“This is a trend we have observed over the last four years”, said Nick Bradshaw, Managing Partner Client Services at Complexus. “For some time now, Complexus has provided a comprehensive SharePoint managed support service to both small and large organisations ranging in value from $2000 to $2m+. We understand that clients have mixed support needs and that not all projects require full time consultants, or expensive in-source contract subject matter experts that often require larger budgets or protracted CAPEX / OPEX approvals. We’ve seen clients paying for services but never realizing the full value or expertise they thought would be provided via traditional support models, specifically when there are ad-hoc “spikes” of need to solve critical issues that require transient, but essential insights and fixes.
Complexus Concierge is tailored to your support needs
“This is why we developed Complexus Concierge, a Managed Support Service tailored to each client. Like the Concierge desk at a top hotel, Concierge offers a menu of support services and pricing options that provide peace of mind for clients via cost effective access to a pool of highly skilled Microsoft certified consultants, as and when the need arises, covering SharePoint, Office 365, Azure and related technologies”.
“Our clients have varied support needs, no one client is the same”, said Marc Lenferna, Managing Partner Client Delivery. “Some clients and incidents call for a simple resolution over the phone, some prefer full time on-premise team members to support their solutions and some call for a mix of permanent onsite resources and remote / ad-hoc experts to trouble shoot specific problems or provide advisory as required.
Choose from the Concierge Support Menu
To address this we created 4 levels of service within the Concierge offering;
- Concierge Onsite: Complexus Concierge consultants deployed at client site to support deployments and projects (typically months / years)
- Concierge Spike: Concierge consultants deployed for short duration, high priority issues (typically hours / days / weeks)
- Concierge Remote: Direct access to our Concierge help desk consultants for live, remote troubleshooting (typically minutes or hours)
- Concierge Blend: A mixed support model tailored to your needs with bespoke SLA providing for Onsite, Spike & Remote Concierge support
All these models are available through the Complexus Concierge Managed Service as we can tailor the support model to meet your specific needs, budget and ways of working. Costs are fixed for the period so you know what budget you have allocated and every hour consumed is tracked and reported on a monthly basis”. Gary Finberg, Operations Director stated, “We discuss the client’s support needs based on their installed environment, future roadmap, available skills base, budget and time frame. We then propose the appropriate support model along with an agreed SLA. The client then purchases blocks of Concierge time, be that 10 hours, 10 days or 10 months. This means that they can call on Complexus Concierge support with minimal admin and within agreed support response criteria. Clients can drill down on consumption reporting and every hour is accounted for in detail. As environments change, clients are able to modify their agreement at any time, purchase more hours and even roll existing or un-used hours over to new, future projects”.
Lenferna concluded, “Our delivery track record in the industry is reflected by our achievement of 100% Satisfaction & 100% Recommendation in our 2015 Microsoft TNS Client & Partner survey. We are proud to be well ahead of our peers and settle for nothing less than 100% client delivery satisfaction across the board. Not only does Complexus Concierge save you money, our primary goal is to foster confidence and success for the client end user community and help your business progress towards desired business outcomes & benefits realisation.
Bradshaw concluded, “Complexus Concierge is a Managed Support Service on your terms. For clients outside of South Africa, Concierge is a very cost effective support service to consider because exchange rates mean this offering is highly competitive and typically 50-60% lower than local support options.
Complexus is an established Microsoft Gold SharePoint consultancy operating out of Cape Town & Johannesburg. Complexus has grown to become a leading SharePoint solutions provider with a reputation for innovation in Enterprise Collaboration, Productivity, Strategy Advisory, Managed Services & SharePoint App development. The Complexus Product and Service portfolio is aimed at organisations seeking to collaborate more effectively and gain a greater return on their investment in the Microsoft SharePoint & O365 platforms. Complexus is a member of the prestigious Microsoft Business Critical SharePoint Partner Program and routinely offers thought leadership and insights at local & international community events.
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