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EarthLink TechCare July 2013 Enhancements Pricing Simplification & Flexible Plan Options. Enhancements. Pricing Table Simplification One price point – remove headaches of choosing & changing tiers Per Incident Price Plans Flat rate pricing per incident – not per user
July 2013 Enhancements
Pricing Simplification &
Flexible Plan Options
New EarthLink TechCare: NRC Prices*
*NRC same for all pricing plan options
Level 2 Direct: EarthLink TechCare Price
*Analyst must be provisioned in whole numbers
Understanding the Target Customers
Dedicating Resources to the Value-Add…
“IT can no longer ignore the increasing clamor of requests to provide access to corporate resources from smartphones, tablets and other consumer-owned devices.”
- Global Leader of Workplace Enablement Services, Accenture
“It’s generally accepted that ongoing IT operations consume 80% or more of IT staff time leaving, no more than 20% of time for value-add project work. This fact has always frustrated IT executives as well as their business peers who continue to have more and growing demands.”
- Five Top Issues facing CIOs in 2012
Outsourcing solutions represent a very attractive solution for businesses of all sizes.
“With IT budgets relatively flat at most companies, and with competitors fighting for every scrap of business, CIOs can no longer afford to spend 70% to 80% of their precious funds supporting and maintaining existing systems. They must shift, permanently, a big chunk of their budgets into growth initiatives--IT projects and programs that open new markets and drive new business rather than just maintain the status quo.”
- Information Week
Delivers a customized world class IT care experience for your end-users that maximizes their productivity from the office, at home or on the road. This service is fully integrated into your unique IT environment and our North America-based certified professionals seamlessly resolve your end-users technology challenges, enabling you to refocus your internal IT resources to more strategic initiatives or add IT support without adding IT resources.
Positioning the Service
& Key Selling Points
Complex technology systems & applications
Limited IT Staff & Operational Budget
Reducing IT Operating Expenses
How do you provide end-user help desk support for your employees today?
If you’re providing help desk services on an in-house basis today, you could experience savings of up to 70% with an outsourced solution. No need to dedicate resources or invest in technical training.
How much of your IT staff time is spent on strategic initiatives versus routine maintenance issues?
Most experts agree that nearly 80% of an IT staff time is spent on internal maintenance and support issues, and only 20% on strategic initiatives.
Let EarthLink TechCare help you refocus your IT Staff onto more business building and revenue generating projects.
Want your IT staff to add more value to your company?
In-house Help Desk
How do you provide end-user help desk support 24/7 for your employees today?
Many companies have a high turnover rate in IT staff - attributed to the dissatisfaction less challenging assignments, such as providing routine support and working non-standard shifts
How would your end-users rate their satisfaction with your in-house help desk support?
EarthLink TechCare analysts are knowledgeable, courteous, and diligent customer advocates, empowered to solve issues and deliver a superior customer experience.
Want a more responsive help desk that resolves issues faster?
EarthLink TechCare performance metrics: 70% of calls reach a live person in less than 30 seconds, and 70% of issues resolved on the first call.
VIP and High Demand End-Users
How do you provide VIP support for executives and other highly demanding end-users?
Many IT directors cite supporting key executives as the biggest help desk headache they face. These fast paced executives expect immediate attention and resolution.
What happens when these highly demanding end-users are underserviced?
When they are not satisfied with the support received, they usually hold their IT team accountable.
EarthLink TechCare offers customized VIP support for key executives ensuring they have priority, and special handling
Need a VIP help desk ?
Complex Technology Systems and Applications
Does your help desk deal effectively with complex applications and technology challenges?
Many businesses have deployed complex CRM and other software applications that must integrate with other business applications and systems.
Do you invest training time and resources to keep their skill sets and certifications current?
Help desk personal should be proficient in all software and networking technologies to provide high levels of support.
EarthLink TechCare analysts are fully trained and certified in all areas of help desk support.
Need a more highly trained and certified help desk analyst?
Supporting Mobile & Remote Employees, Telecommuters
How do you support remote & mobile employees, and telecommuters?
Resolving remote internet connectivity and VPN access on corporate and personal devices can be very challenging and time consuming for an internal help desk function
EarthLink TechCare is custom built and we document your IT environment including your networks, devices, printers, partners, applications and peripherals.
How do you support remote peripherals and devices?
EarthLink TechCare knows your unique IT environment which provides us with the intelligence to recognize and resolve your issues faster.
Want a help desk service that is customized?
Features & Benefits
Our Competitive Advantages:
Delivers value to your business:
Level 1 & Level 2 Support Items
Level 1 support: sample list
Level 2 support includes Level 1 plus issues that require remote
Connection to a server for resolution: sample list