Dynamic Edge hosts first DynOps: Process-based IT operations and strategy session
If you’re not aware, Dynamic Edge has continued to develop a process-based IT strategy focused on eliminating computer headaches and encouraging more personalized client support since it started over 17 years ago. But what you might not have heard is that Dynamic Edge has grown a reputation for innovation in IT strategy, change management, process optimization and client experience among managed services providers (MSPs) nation-wide. Even more, outsourced IT computer support companies have been interested in how Dynamic Edge creates a customer-centric, engaged team dedicated to providing the best computer support in the world.
While each of the computer support companies had a variety of areas they hoped to borrow/use ideas from Dynamic Edge, ALL wanted to understand how Dynamic Edge has become a leader in 4 key areas. Below I include titles of talks presented by me (and many of our team members!) speaking to these 4 areas (note: we will expand on topics within each talk in future posts- so stay tuned), but today I want to give you a sense of how valuable having well-defined processes, initiatives, values, and communication all lead to successful clients that help us become even better.
DynEdge in Action: Culture, Process and Value— Bruce went through his vision for Dynamic Edge to be the best IT support company in the world. To Bruce, that means creating processes that make sure clients have all their i’s dotted and t’s crossed when it comes to technology—disaster prevention, recovery, strategy and vision sessions to align all of the tech and support with business goals and objectives. But even more than just process, Bruce constantly emphasizes the need for a customer-centric strategy—he focuses on first call ticket closures, getting to know EVERY user, making his and his team’s focus on making sure users are helped and treated the way he’d want his mom to be treated. Lastly, Bruce’s philosophy behind giving the best IT support is deeply rooted in creating a culture that makes helping people fun.
Ticket Life Cycle: Optimizing Ticket Flow— Seth went into immense detail as how a support ticket moves through Dynamic Edge’s ticket system. He described how ticket handling has been and continues to be an optimization process. How detailed documentation about the user, user’s habits and preferences and resolution to specific problems has helped Dynedgers quickly resolve user problems that typically could take an IT support company days to figure out. Under guidance of experienced tier 3 technicians (what we affectionately call the “superminds”), hard to solve tickets are worked through either in breakout sessions or resolution paths are defined to specifically suit users involved in an issue. The take home that many attending DynOps: Dynamic Edge has an immense infrastructure of process, documentation and training that facilitates and enables users to readily resolve user issues quickly.
Level 10 Meetings: Communication and Collaboration— Craig revealed one of the biggest secrets to Dynamic Edge success—how weekly meetings are run. Just as our ticket system has a precise process, so too does the way meetings are held—specifically level 10 meetings. Dynamic Edge has created a Race Rabbit method to running meetings—resolving issues, identifying priorities to discuss, recording meeting notes and making sure meetings keep to their predetermined length by avoiding tangential conversation. Dynamic Edge’s programming team even designed a tailor-made Race Rabbit software package specifically tailored to keeping meetings on course (based on Traction by Gino Wickman). The take home from other managed service providers: no other MSP attending the event wanted to use and implement Race Rabbit. They all emphasized how valuable meetings can be if run in the right way—Dynamic Edge makes sure client meetings and internal meetings, alike, provide clear and consistent directives to those attending and eliminate wasted time.
Project Initiatives: Getting Things Done Right The First Time—Kevin impressed the crowd of MSP business owners in outlining processes involved in successfully implementing projects right the first time. I’m sure you can appreciate that the majority of support companies can’t seem to get things right on the first go. Most of us can’t get things right the first time (case in point, I’m famous for missing typos). Why expect more from your IT project team? Because project failures cost businesses in time, frustration and money whenever they aren’t implemented correctly. Dynamic Edge has made a reputation of optimizing it’s project implementation process to a first-implementation success rate of over 95% (the industry standard is closer to 78%). Realize that projects are complicated—your systems are not always standard. Bottom Line: Having a living process that accommodates your environments and systems and an agile process that makes sure projects are completed and working on time gives Dynamic Edge a leg up compared to most IT support.
Does your business have an IT support company that is always trying to figure out solutions or do they have those solutions well curated at their fingertips? Do your users wait to hear from a technician? Possibly DAYS after a problem comes up?
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