Making a Difference, by design - one step at a time

A common characteristic of successful companies is their ability to establish and nurture relationships that create common goals with not only with their customers, but also with their suppliers. These relationships are often built upon trust and are sustained when the delivered services meet or exceed the quality expected. Our client's business, creating workplace environments that work for their clients, has prospered by placing customer care at the top of their services list and they expect the same of their suppliers.

In order to keep promises made to customers and deliver their services, our client relies on its IT systems to support its remote sales and design teams. Dependability of their IT infrastructure is not enough; their IT support staff must always be ready to provide the highest levels of service and creativity in addressing the varied demands of their users. Several years ago, our client's management team made the decision to outsource their IT support to a service provider, thinking that by leaving technology in the hands of people who specialized in IT; they could concentrate on growing their business and serving their customers.

Initially, this plan worked. Their IT provider resourced the client's IT support staff with a top-notch team delivering the contracted support. However, this level of service declined over the life of the contact, along with the quality of people handling the support. Eventually, this decline began to have negative impact on our client's ability to serve its staff and its customers.

Our client called upon RSA (after seeing our name in the Houston Business Journal's FastTech 50 List), to make a change in the IT support design.

After an initial IT assessment, RSA's technical team discovered that the client's IT infrastructure was in a state of disarray. Updates had not been applied as promised, consolidation was lacking, documentation was missing, security holes existed and the back-up situation was unreliable. RSA immediately, corrected the critical areas and system vulnerabilities. The infrastructure was stabilized, documented, and secured. IN addition, a new back-up solution was implemented. RSA instituted a rigorous change management process.

Once order was restored, RSA provided a help desk services that now provide internal and external support to users experiencing problems with their desktops/ laptops, PDAs and business applications. To ensure that the business application's required service levels are maintained, RSA's Remote Monitoring services now keep a sharp eye on the entire network.

RSA has also assisted our client in improving the management of its application vendors. Our application developers have been engaged to provide new spreadsheet capabilities to our client's business users and made improvements to their website.

By first, taking the time to assess our client's situation with an understanding of the importance in delivering reliable service and being responsive to their dynamic and demanding environment, RSA has restored our client's IT confidence level. Like our client, RSA is a problem-solver, always willing to "think outside the box" and exceeding our clients' expectations.

RSA prides itself in bringing highly skilled, knowledgeable and experienced technology professionals to handle the day to day needs of our client's and their ability to solve the unexpected and their hard problems with ease.

Let RSA design a support services solution to solve your hard problems, and we will take care of the easy ones too...

. . . rely on RSA.