10 Steps to Build a Killer Office 365 Support Service

Getting technical support has been listed as one of the top 5 challenges small businesses face when they move to the cloud. Although Microsoft offers some assistance to Office 365 end users, the service does not fit this type of companies’ needs. Moreover, costs for a guaranteed, top-level support are high and only a few small businesses want to go that route.

CSP Direct and Indirect partners are not just reselling licenses; they have to offer a full customer experience that includes technical support. Guaranteeing the same level of support as Microsoft or better requires partners to know about:

  • How to set up a first-class technical support service
  • How to choose the right pricing model for your support services
  • Hiring and training employees
  • Managing customer satisfaction

As a VAR, MSP or SI, offering support service is a unique opportunity to improve customer loyalty, free referrals, plus cross-sell and upsell options. Being your customers’ first point of contact for either sales or support matters will keep you aware of your customer needs. As a result, you’ll be able to help them better adopt Office 365 services and come up with complementary solutions.

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Gartner Magic Quadrant 2016

Mobile apps are at the front line of the digital revolution, and MADPs are becoming the main driver accelerating digital transformation in businesses. We evaluate the major vendors and key trends in this space to help IT leaders select platforms that best match their business and technical needs.

If you’d like to learn more about the report and its findings use the form to get in touch.
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Forrester report: 2016 Cloud Predictions

The next stage of IT will focus on expanding cloud use cases and infrastructure and operations (I&O) professionals’ attitudes around automation and relinquishing some control. Read this Forrester brief to learn the 11 key developments coming to the world of cloud in 2016 and specific recommendations for I&O leaders.
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451 Research: Accelerating the Adoption of Multi-Cloud Strategy

The adoption of public, private and hybrid cloud is rapidly expanding, especially within enterprises. As IT evolves from productivity enhancer to transformative business differentiator, and as organizations embrace new models of IT consumption, the role of enterprise IT departments is changing. Forward-looking IT groups are becoming internal service brokers to their organizations and they are adopting a multi-cloud approach to enable an IT-as-a-service model.
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Evaluator Group: Investing Strategically in All Flash Arrays

For customers looking to implement flash for primary data center storge, NetApp's All Flash FAS systems offer some significant advantages over competiitve offerings. Customer can deploy All Flash FAS arrays for specific applications now and later extend them to private and hybrid cloud-based applications as enterprise IT's longer term strategy dictates. Read this technology insight paper on investing strategically in all flash arrays.
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Flash Storage For Dummies, NetApp Special Edition

Flash Storage for Dummies, NetApp 2nd Special Edition, describes the many uses and benefits of flash storage technology in the enterprise. From flash-accelerated storage to all-flash arrays, flash technology improves performance and increases reliability in storage infrastructures. The book examines various elements of flash storage: how it evolved, and why you should consider it for your storage infrastructure. The book explores key differences in NetApp’s flash storage solutions: NetApp Flash Cache, Flash Pool, all-flash FAS, and the EF-Series. You’ll also learn five strategies for using Flash in your next storage project. In that classic For Dummies style, you’ll get some useful tips on how to best incorporate flash in your IT environment.
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Differentiating Between Personal and Enterprise Unified Communications

It used to be the case that enterprise communications systems provided more features than the communications people used in their personal lives. Think of voicemail, call forwarding, recording, and multiple lines vs. the single POTS line you had at home (we know, we’re dating ourselves). But now, in the Internet era, the tables seem to be turning, with the rate of innovation in personal communications far outstripping what is happening in the enterprise.
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Top 10 Trends for 2016: Business Intelligence

2015 was a year of significant change in the world of Business Intelligence. More organizations opened up data to their employees. And more people came to see data as an important tool to get their work done. Norms about Business Intelligence are evolving, and as they do, leading to wholesale cultural change at some workplaces. This change is driven not only by fast-moving technology, but also by new techniques to get value from data.
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Visual Analysis Best Practices

You made a visualization! Congratulations: you are part of a small but growing group that’s taking advantage of the power of visualization. However, bringing your visualizations from “good” to “great” takes time, patience and attention to detail. Luckily, we have compiled a short but important list of techniques to get you started. Happy visualizing!
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APM als IT-Detektiv

Das Interessante am Application Performance Management (APM) ist heutzutage, dass es nicht mehr nur um Anwendungen geht. Die APM-Leistungsmerkmale, die Benutzer sich wünschen, die aber nur wenige Anbieter auch liefern, ermöglichen eine Überwachung des gesamten Unternehmens, vom Netzwerk bis zum Rechenzentrum, außerdem Cloud-Bereitstellungen, mobile Umgebungen und alles andere, das den IT-Betrieb beeinflussen könnte.
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Warum die Customer Experience für jeden in der Application Economy so wichtig ist

Heute sind die meisten Interaktionen digital. Daher stellen die Erfahrungen, die Sie Ihren Kunden mit Ihren Anwendungen ermöglichen, häufig die wichtigsten Erfahrungen dar, die Ihre Kunden im Rahmen geschäftlicher Aktivitäten mit Ihnen machen. Die Entwicklungsfähigkeit Ihrer Marke hängt stark von der Qualität der Erfahrungen mit Ihren Anwendungen ab – ob auf PCs, Notebooks, Tablets, Telefonen oder bald auch auf Wearables. CIOs und Führungskräfte müssen also wissen, wie sie die von Benutzern erwarteten Anwendungserfahrungen bieten können.
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Agile Operations und die drei Wege

In nahezu jedem Gespräch über DevOps geht es um die Transformation von Development-Teams, die der Übergang vom sequenziellen Design von Wasserfallmethoden zum iterativen, agilen Ansatz von Scrum-Methoden mit sich bringt. Und das ist auch kein Wunder, denn sie ist drastisch, spannend und liefert beeindruckende Ergebnisse. Was hingegen genauso drastisch ist, aber weniger oft erwähnt wird, ist der Wechsel, den IT-Operations-Teams aushandeln müssen. Im Zusammenhang mit der uns bekannten vorhersagbaren Stabilität kann die Andeutung, dass eine wachsende Reihe von als „Agile Operations“ bezeichneten Praktiken existiert, irreführend scheinen. Das aber nur, bis man berücksichtigt, wie Cloud-Computing, Microservices, containerisierte Anwendungen und Ähnliches die Definition von Infrastruktur grundlegend verändern. Diese neue, agile Infrastruktur und die mit ihr verbundenen Konzepte wie zum Beispiel geplante Ausfälle bewirken – oder erfordern gar – die Zusammenarbeit zwischen Development und Operations.
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Compared to A Typical MNO, Truphone Offers Quality and Cost

Compared to a typical MNO, Truphone offers international users benefits in terms of quality and cost.

When roaming, subscribers generally face increased cost and diminished functionality of service compared to the standards they receive domestically. Truphone’s solution enables it to offer unique selling points over traditional MNOs for customers when roaming, focusing on quality improvements and lower costs.

This independent assessment of the structure and benefits of the Truphone network includes:

Comparison of Truphone and a typical MNO

- Subscribers may have up to eight phone numbers per SIM

- Network design offers the potential of higher calling quality and data transfer rates

- Domestic level of customer service extended around the world

- Proactive network monitoring as opposed to fault fixing

- SMS and call recording in over 160 countries

- Significant cost reduction across Truphone World

Download now to explore how Truphone can help maintain the profitability and productivity of their users when traveling abroad.

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