January 16, 2014
GP Companies depends on technology every day to help keep their business running smoothly. As their business has grown, they found it was becoming too much for one IT person to manage their day-to-day IT issues.
They were unable to find a single in-house IT person that could support their growth, manage their network infrastructure and perform everyday help desk activities. Plus, they needed access to an expanded knowledge base to address more complex IT issues that were developing as they grew.
This combination of factors created ideal circumstances for a IT Managed Services program to be effective. Read on to find out what benefits an effective Managed IT Services program can deliver.
GP Companies
Established in 1986, GP Companies is the world leader in plunger pump products for high pressure cleaning, car washes, reverse osmosis/desalination and industrial process applications. They offer the widest range of pumps available, along with a full array of accessories and North America's favorite spray tip for high pressure washers. GP Companies 54,000 sq. ft. headquarters, warehouse distribution center is located in Mendota Heights, MN.
IT Managed Services Fulfilled Their Needs
Joe Igo, IT Manager for GP Companies, began researching different options available for organizational IT support. Partnering with an IT Managed Services provider with previous experience made sense for GP Companies. Igo worked with a technology advisor to determine the level of IT support and services needed to fit their needs.
Help Desk Support
One of the biggest benefits the IT Managed Services program provided was unlimited help desk support Monday through Friday from 7:00 am - 5:00 pm for their over 70 computer users. Igo viewed their IT Managed Services provider as an extension of their business because the service allows him, as the manager of three departments, to focus on other projects and corporate objectives.
Igo explains, "A help desk representative is always available when we call. They have helped with a wide range of problems and always seem to have an answer for our specific issues. If they need to research an issue, they usually get back to us within the same day. In addition, the knowledge base we're tapping into is much better than what we've had before. Now I know why it was so hard to find one person to fill the help desk role at GP Companies. If the people from our IT provider’s help desk don't have the answer, they have access to other knowledgeable IT staff that can help resolve the issue."
With the implementation of IT Managed Services, all our employees have the ability to contact the IT provider’s help desk for any computer issues. The IT provider also addresses day-to-day routine maintenance issues. GP Companies employees now receive quicker responses to their technology issues.
Addressing GP Companies Complex IT Issues
Through the Managed IT Services Program, GP Companies receives a visit from one of their IT provider’s technicians every two weeks to address issues that developed between visits. Issues addressed during these visits include new desktop set-up, network maintenance, server updates and more.
IT Managed Services Reporting
GP Companies receive status reports that include help desk utilization call volumes and network health checks. They also receive a semi-annual review to keep them abreast of the latest industry trends and analyze their server and help desk activity. "Our IT provider keeps me informed on what's new in the industry," says Igo. "They are my window to information about what other companies are doing and the new technologies available that can enhance our business."
The Benefits of GP Companies Managed IT Services Program
Igo feels that their IT Managed Services program has helped GP Companies achieve their goals of operating more cost effectively and being more responsive to their users' IT needs. "I don't receive much feedback from our users, which means there are no problems," says Igo.
Ask a technology advisor how an IT Managed Services program could provide similar benefits to your organization.
