Emma Mak • Staff Writer

What is an AI-forward company? To us, it’s one that actively integrates artificial intelligence into its core operations, strategies, and decision-making processes, leveraging AI to drive innovation, improve efficiency, and create business opportunities.  

AI-Forward: A Balanced and Strategic Approach to AI

Compucom is an AI-forward company. We leverage AI internally and, as a managed services provider (MSP) dedicated to continuously increasing the value we provide our customers, we integrate AI extensively into our services, helping our customers take advantage of the strategic benefits of AI for their business. 

Being an AI-forward company involves recognizing AI’s strengths and limitations to implement the best solutions for ourselves and our customers. Businesses can significantly enhance their IT operations by effectively leveraging AI to drive efficiency and innovation. However, being aware of potential drawbacks is crucial to ensure a balanced and strategic approach. 

The Strengths and Challenges of AI in the Enterprise

Wherever AI is implemented in the enterprise, there are some common challenges: 

• High Implementation Costs: The initial investment in AI technology, the necessary infrastructure, and training can be substantial, so ROI should be considered. 

• Data Privacy and Security Concerns: Handling large amounts of sensitive employee or customer data raises significant privacy and security issues. 

• Dependence on Quality Data: AI’s effectiveness relies heavily on the quality of data it processes. Poor data quality leads to inaccurate insights and decisions. 

However, with these challenges addressed, AI has the potential to empower enterprises to operate with enhanced agility, foresight, and precision within various facets of operations, including in the realms of IT management. 

How we use AI to Help Technology Leaders Overcome Challenges

Technology leaders are navigating a trifecta of challenges: 

• Economic Uncertainty: Pressure to achieve more with less is intensifying. 

• Digital Employee Experience (DEX): Delivering superior DEX is essential for productivity and satisfaction. 

• Complex IT Landscape: Managing an increasingly intricate array of tools, systems, and processes is daunting. 

We harness the power of AI within our Full Lifecycle Observability Framework (FLO Framework) to provide comprehensive visibility and empower IT leaders with insightful, AI-driven data. This helps us empower customers with proactive decision-making, operational efficiency, and an enhanced digital experience. In our FLO Framework, AI is more than just a tool — it’s a strategic partner that helps us simplify IT complexity and drive value. 

The FLO Framework’s flexible data, analytics, and automation capabilities enable monitoring, analysis, and insights across all IT systems and services helping organizations: 

1. Do More with Less 

For many IT leaders, the mantra “doing more with less” dominates strategic planning. According to a Lakeside Software survey, 65% of IT leaders prioritize streamlining operations amid economic uncertainty. AI can be a crucial ally here by automating repetitive tasks and processes, freeing up valuable resources for strategic initiatives.  

As part of our Infrastructure and Cloud Services, we provide AIOps capabilities for real-time insights and predictive capabilities that help cut costs without sacrificing quality or performance. 

2. Elevating the Digital Employee Experience 

Enhancing DEX requires more than flashy technology; it involves ensuring employees have seamless interactions with their digital tools. Lakeside Software reports that 45% of IT leaders prioritize DEX to boost productivity, morale, and job satisfaction.  

Experience Management underpins all our services. We use AI-driven monitoring tools to proactively identify and resolve issues before they disrupt workflows, ultimately fostering a culture of continuous improvement. 

3. Simplifying IT Complexity 

IT complexity often bogs down enterprise efforts, leading to delays and frustration. Simplification is key for operational efficiency and effective project management.  

Our FLO Framework is foundational to all our services and includes our Experience Management and AIOps capabilities. It features a technology stack that delivers real-time AI-driven insights through a centralized dashboard. Through our services and the FLO Framework, we empower IT and business leaders to make proactive decisions, simplifying IT complexity and enhancing the management of enterprise IT environments for improved business performance. 

Compucom’s Approach to AI for Ourselves and for Our Customers

Being an AI-forward company means recognizing AI’s strengths and limitations to implement the best solutions for our customers. AI excels at rapidly processing vast amounts of data and uncovering insights that human analysts might overlook. However, to implement AI successfully, we believe in the following principles: 

• Prioritizing Data Security and Privacy: We use industry-standard middleware and secure AI environments to ensure data is protected according to the highest standards of privacy and security. 

• Ensuring Data Accuracy and Completeness: We measure the accuracy and completeness of data, as the quality of AI outputs depends on the quality of the input data. It’s a classic case of “garbage in, garbage out.”  

• AI Complements Rather than Replaces Human Strategic Thinking: AI should be viewed as a wise advisor, not the decision-maker. Human oversight is essential to ensure AI complements, rather than replaces, strategic thinking. 

Make Compucom Part of Your AI Strategy

AI is here. When used carefully, it’s a strategic ally that helps you stay ahead of your competitors. Leveraging AI can transform operations, enhance efficiency, and increase productivity. Are you ready to lead your enterprise into the future with AI? Contact us to explore how AI can revolutionize your IT management strategy. Together, we can turn challenges into opportunities and set your organization on a path to success. 

The post AI and the Enterprise: The Future of IT Management appeared first on Compucom.

Emma Mak • Staff Writer

Doesn’t it feel like AI is in everything these days? AI’s footprint is already pervasive in contemporary society. From sophisticated algorithms driving financial markets to manipulative AI algorithms in social media and advertising, its presence is undeniable and growing, and not always for the better. 

AI is already redefining many aspects of the enterprise, and leaders face a critical question – where and how should it be used? Because, like any new technology, success hinges on strategic implementation and a clear understanding of its strengths and limitations.  

The Strengths and Challenges of AI in the Enterprise

Wherever AI is implemented in the enterprise, there are some common challenges: 

• High Implementation Costs: The initial investment in AI technology, the necessary infrastructure, and training can be substantial, so ROI should be considered. 
• Data Privacy and Security Concerns: Handling large amounts of sensitive employee or customer data raises significant privacy and security issues. 
• Dependence on Quality Data: AI’s effectiveness relies heavily on the quality of data it processes. Poor data quality leads to inaccurate insights and decisions. 

However, with these challenges addressed, AI has the potential to empower enterprises to operate with enhanced agility, foresight, and precision within various facets of operations, including in the realms of: 

CUSTOMER SERVICE

AI-powered chatbots and virtual assistants have revolutionized how businesses engage with clients. 

Pros: 

• Increased Access: Enabling 24/7 customer support. 
• Better Experience: Personalizing interactions. 
• Faster resolution: Offering swift resolution of inquiries. 
• Smarter Use of Resources: Enhancing client satisfaction and optimizing resource allocation. 

Cons: 

• Accuracy and Reliability: AI chatbots can sometimes provide incorrect or irrelevant information. 
• Employee and Customer Acceptance: Both employees and customers may have reservations. 
• Lack of Human Touch and Complexity of Use Cases: AI lacks the empathy and nuanced understanding of humans. For more complex issues, customers need to be transferred to human agents, which can disrupt the service experience.es enable monitoring, analysis, and insights across all IT systems and services helping organizations: 

MARKETING AND SALES

AI’s ability to analyze consumer data for marketing and sales brings the capacity to drive engagement and growth. 

Pros: 

• Enhanced Personalization: AI can analyze customer data to create highly personalized marketing campaigns, improving customer engagement and loyalty. 
• Improved Customer Insights: AI-driven analytics provide deep insights into customer behavior, helping businesses tailor their products and services more effectively. 
• Increased Efficiency and Productivity: Automating repetitive tasks allows marketing teams to focus on strategic activities, boosting overall productivity. 
• Predictive Analytics: AI can forecast future trends and customer behaviors, enabling businesses to make data-driven decisions and stay ahead of the competition. 

Cons: 

• Risk of Errors: AI systems can make mistakes, leading to incorrect marketing strategies or customer dissatisfaction. 

SUPPLY CHAIN OPTIMIZATION

AI applications shine with predictive analytics to anticipate demand fluctuations, optimize inventory levels, and enhance logistics operations, minimizing waste and maximizing efficiency. 

Pros: 

• Increased Efficiency: AI can automate repetitive tasks, such as inventory tracking and demand forecasting, leading to faster and more accurate operations. 
• Cost Reduction: AI can significantly reduce operational costs by optimizing routes, reducing errors, and improving inventory management. 
• Enhanced Decision-Making: AI provides real-time data analysis and predictive insights, helping businesses make informed decisions and respond quickly to market changes. 
• Improved Customer Service: AI can predict delivery times more accurately and manage inventory levels effectively, ensuring products are available when customers need them. 

Cons: 

• Complexity and Maintenance: AI systems can be complex to implement and require ongoing maintenance and updates. 

HUMAN RESOURCES

Using natural language processing and machine learning, HR is being redefined through the automation of recruitment processes. Done carefully, this can help talent acquisition be both efficient and objective.  

Pros: 

• Streamlined Recruitment: AI can automate resume screening, schedule interviews, and even conduct initial candidate assessments, making the hiring process more efficient. 
• Reduced Bias: Properly programmed AI can help eliminate unconscious bias in recruitment by focusing solely on candidate qualifications. 
• Enhanced Employee Engagement: AI tools can analyze employee data to predict potential issues and suggest interventions, helping to improve employee satisfaction and retention. 
• Improved Training and Development: AI can personalize training programs based on individual employee needs, ensuring that employees receive relevant and effective training. 
• Efficient Onboarding: AI can automate many onboarding tasks, such as verifying documentation and providing new hires with necessary information, making the process smoother and more welcoming. 

Cons: 

• Risk of Bias: If not properly programmed, AI systems can perpetuate existing biases, leading to unfair hiring practices. 
• Job Displacement: Automation of HR tasks can lead to concerns about job security among HR professionals. 

RISK MANAGEMENT

Across financial domains, risk management utilizes AI to detect fraud, assess credit risks, and ensure compliance with regulatory requirements, safeguarding organizational assets. 

Pros: 

• Enhanced Data Analysis: AI can process vast amounts of data quickly, identifying patterns and potential risks that human analysts might miss. 
• Improved Accuracy: Automation reduces the likelihood of human error in data entry and analysis, leading to more accurate risk assessments. 
• Real-Time Monitoring: AI systems can provide continuous monitoring and real-time alerts, allowing businesses to respond swiftly to emerging risks.
• Predictive Capabilities: AI can forecast potential risks based on historical data, helping businesses to proactively manage and mitigate risks. 
• Cost Efficiency: By automating risk management processes, AI can reduce the need for extensive manual labor, leading to cost savings. 

Cons: 

• Complexity and Maintenance: AI systems can be complex to implement and require ongoing maintenance and updates. 
• Potential for Bias: If not properly managed, AI systems can perpetuate existing biases in the data, leading to unfair or skewed risk assessments. 

IT MANAGEMENT

By effectively leveraging AI, businesses can significantly enhance their IT operations, driving efficiency and innovation. However, being aware of potential drawbacks is crucial to ensure a balanced and strategic approach. 

Pros: 

• Enhanced Decision-Making: AI can analyze vast amounts of data to provide actionable insights, helping support informed choices. 
• Improved Efficiency and Cost Savings: Automating routine tasks allows teams to focus on strategic initiatives, and AI-driven optimizations reduce operational costs. 
• Superior DEX and Increased Productivity: Proactive issue resolution improves digital experiences and productivity. 

Cons: 

• Bias and Errors: AI systems can perpetuate existing biases in their training data, resulting in unfair outcomes. Additionally, errors in AI algorithms can lead to incorrect decisions. 
• Job Displacement: Automation of routine tasks can raise concerns about job security. 
• Limited Understanding: Certain situations can be tricky for AI to understand because it relies on patterns and data from its training set. Consequently, AI may not grasp complex scenarios and may make decisions that don’t align with human reasoning. 

At Compucom, our experts understand how to leverage AI to help IT teams maintain the optimal health and performance of increasingly complex, intricate, and distributed corporate IT systems.  

AI-Forward: Compucom’s Approach to AI for Ourselves and for Our Customers

Compucom is an AI-forward company. We leverage many AI applications discussed here internally to boost our productivity. As a managed services provider (MSP) dedicated to continuously increasing the value we provide our customers, we integrate AI extensively into our services. 

Being an AI-forward company means recognizing AI’s strengths and limitations to implement the best solutions for our customers. AI excels at rapidly processing vast amounts of data and uncovering insights that human analysts might overlook. However, to implement AI successfully, we believe in the following principles: 

• Prioritizing Data Security and Privacy: We use industry-standard middleware and secure AI environments to ensure data is protected according to the highest standards of privacy and security. 

• Ensuring Data Accuracy and Completeness: We measure the accuracy and completeness of data, as the quality of AI outputs depends on the quality of the input data. It’s a classic case of “garbage in, garbage out.”  

• AI Complements Rather than Replaces Human Strategic Thinking: AI should be viewed as a wise advisor, not the decision-maker. Human oversight is essential to ensure AI complements, rather than replaces, strategic thinking. 

Make Compucom Part of Your AI Strategy

AI is here. When used carefully, it’s a strategic ally that helps you stay ahead of your competitors. Leveraging AI can transform operations, enhance efficiency, and increase productivity. Are you ready to lead your enterprise into the future with AI? Contact us to explore how AI can revolutionize your IT management strategy. Together, we can turn challenges into opportunities and set your organization on a path to success. 

The post Exploring the Opportunities and Obstacles of AI in the Enterprise appeared first on Compucom.

Troy Baldwin • Senior Director, Offering Management

Transcending Traditional IT Monitoring

Enterprise IT environments have complex and distributed systems that generate vast amounts of data. Is that data going to waste at your company? What if, instead, you could transform that data into a unified, real-time view of your operations with recommended actions to optimize your IT landscape?  

Our Full Lifecycle Observability Framework (FLO Framework) could be what you need. 

At Compucom, we define Full Lifecycle Observability as the ability to understand what happens throughout your company’s entire IT environment, from sourcing through integration, support, and disposition. It requires that actionable data from multiple sources is correlated and enhanced for context. 

We implement Full Lifecycle Observability for our customers through our FLO Framework. Our FLO Framework is not a standalone product or solution we sell; it’s part of our services. It features a technology stack that delivers AI-driven insights in real time through a centralized dashboard.  

Through our services and the FLO Framework, we empower IT and business leaders to make proactive decisions, simplifying IT complexity and enhancing the management of enterprise IT environments for improved business performance. 

Compucom’s FLO Framework Empowers IT Teams

As an IT leader, how do you start your day? To gain a strong understanding of how IT operations are impacting business outcomes, do you first need to piece together reports and dashboards from multiple teams and functions? 

Imagine, instead, pouring your coffee, opening your laptop, and instantly gaining a clear, real-time overview of your entire IT environment’s performance, segmented into key areas like Infrastructure, Workplace, Sourcing, and Employee Experience.  

You click on Workplace, easily accessing performance indicators for your endpoint devices. These are coupled with insightful optimization suggestions tailored for device right-sizing and health, such as service enhancements or recommended actions for your IT team. You smile and sip your coffee, knowing that implementing these recommendations — for example, automation or process improvements — will not only elevate your company’s digital employee experience but also streamline operations, increase productivity, and reduce expenses 

Imagine how starting each day like this will empower you, your IT team, and your enterprise to achieve success. 

One Dashboard to Rule Them All

Our FLO Framework central dashboard offers a comprehensive overview of your entire IT landscape with drilldown capabilities so you can closely monitor systems and identify gaps and issues. Together with Compucom, you can then use actionable insights, automation, and orchestration to enhance every aspect of your IT ecosystem’s health and performance throughout each component’s lifecycle, from sourcing and deployment to decommissioning. 

As part of our services, we integrate the advanced tools needed for our FLO Framework with your infrastructure and workplace technologies. This integration allows for the aggregation and contextualization of various data types — metrics, traces, and logs — across multiple systems. Our FLO Framework leverages Artificial Intelligence (AI) and Machine Learning (ML) to deliver:

• Automated anomaly detection
• Predictive analytics
• Root cause analysis
• User experience insights

These advanced analytics and accompanying continuous improvement recommendations, such as automation and orchestration, help your team shift from a reactive to a proactive stance, ensuring an efficient IT environment poised for your future demands.

Full Lifecycle Observability: Integral to All Our Services

Enterprises face many challenges in their technological landscape that can hinder their growth and efficiency. The FLO Framework addresses these common issues head-on, helping optimize key areas of business such as technology sourcing, device lifecycle services, digital support, field support, modern device management, infrastructure and cloud, and even projects and professional services. Let’s explore how this works:

Technology Sourcing

Many companies face technology sourcing challenges such as:

• High procurement costs due to over-specification of devices
• Excessive costs and complexity from over-provisioned devices and infrastructure 
• Difficulty in tracking and replacing outdated infrastructure 

The FLO Framework provides a high-level overview of IT assets, enabling informed decision-making and cost optimization. Device telemetry helps identify under-performing devices, ensuring that users get the best-fit devices for their work – helping you better manage your IT infrastructure. It helps address common problems by helping with:

• Endpoint rightsizing 
• Capacity rightsizing 
• Replacement planning 

Device Lifecycle Services

Common device lifecycle problems include:

• Difficulty planning and executing large-scale device replacements without disrupting operations 
• Configuration issues that lead to operational inefficiencies, increased costs, and poor user experience 
• Uncertainty in device and peripheral needs leading to shortages or excess inventory 
• High repair costs from ineffective planning 

From deployment to disposition, our FLO Framework integrates with Device Lifecycle Services to proactively address issues and minimize downtime. This ensures efficient device management and improves overall IT efficiency, addressing common challenges by helping with: 

• Managing large-scale endpoint device replacement/refreshes 
• Identifying device configuration issues 
• Predicting device and peripheral needs 
• Identifying device-type repair anomalies 
• Estimating non-warranty repair costs 

Digital Support Services

For digital support, our FLO Framework addresses common problems businesses face, including: 

• Reliance on service desk agents for resolving common issues 
• Inefficient support technician workflows and prolonged incident resolution times 
• Lack of insight into support service performance and areas for improvement 

AI-enabled Digital Assistants and Search capabilities enhanced by our FLO Framework diagnose and fix problems swiftly, minimizing disruptions and enhancing the digital experience. This reduces the number of tickets generated and the time needed to resolve issues. It addresses common problems with the following enhancements: 

• Generative AI-enabled digital assistant 
• Service Desk Assist 
• Experience Analytics 

Field Support Services

For field support, our FLO Framework addresses common problems businesses face, including: 

• Downtime or operational disruptions due to device or infrastructure issues in the field 
• High costs, increased downtime, and environmental impact for unnecessary on-site visits 
• Extended downtime due to delays in replacing failing devices and peripherals 

With the industry’s largest badged field tech organization, our FLO Framework ensures responsive and efficient field support. Integrated with platforms like Genesys and ServiceNow, it aligns triage and dispatch with customers’ business objectives. It addresses common problems by helping with: 

• Rapid and effective restoration of service 
• Minimizing or eliminating the need for an on-site technician 
• Swift replacement of failing devices and peripherals 

Modern Device Management

For device management, our FLO Framework helps address common problems businesses face, including: 

• Unreliable and underperforming devices 
• Time-consuming and error-prone manual detection of faults, misconfigurations, and security policy violations 
• Difficulty ensuring endpoint security and compliance  

Our FLO Framework leverages AI and advanced analytics to manage and secure endpoints. It provides a unified view of all devices, enabling IT teams to drill down to the level of the individual user for optimized management. It addresses common problems by helping with: 

• Endpoint health monitoring 
• Automated fault detection and remediation 
• Policy compliance management

Infrastructure and Cloud Services

For infrastructure and cloud, our FLO Framework helps address common problems businesses face, including: 

• Difficulty managing inventory and equipment lifecycle, leading to inefficient capacity planning and increased costs 
• Inefficiencies in detecting and resolving issues 
• Lack of comprehensive visibility into the performance, availability, utilization, and health of hybrid environments 
• Difficulty monitoring for security threats and ensuring compliance 

The AIOps components of the FLO Framework integrate with a customer’s infrastructure and monitoring tools, filtering out irrelevant data and highlighting critical issues for quick resolution. This enhances the overall efficiency of IT operations. It addresses common problems by helping with: 

• Asset intelligence 
• Operational efficiency 
• End-to-end observability 
• Financial insights 
• Security and compliance monitoring 

Projects and Professional Services

Our FLO Framework supports comprehensive project management, ensuring flawless execution of IT initiatives. Platforms like ServiceNow and automation management enable proactive issue resolution and continuous service improvement.

AI Drives Innovation and Shapes Our Strategies

Compucom is an AI-forward company. We are technology-driven and people-powered, focused on constantly increasing the value we provide our customers through innovation. Our experts understand how to leverage AI to help IT teams maintain the optimal health and performance of increasingly complex, intricate, and distributed corporate IT systems.

Full Lifecycle Observability is essential for managing the complexities of modern IT environments and optimizing them to propel your business forward. Our FLO Framework helps us deliver several key benefits for our customers:

1. Data-Informed Decision Making: By providing a comprehensive view of your IT landscape and service performance across all technology layers, IT leaders can align IT performance with business outcomes, enabling better decisions regarding IT strategy, innovation, and operations.
2. Greater Employee Productivity: Proactive monitoring and enhanced digital support enhance the Digital Experience (DEX), leading to higher user satisfaction and productivity.
3. Improved IT Efficiency and lower costs: Advanced analytics and a top-down view of your IT environment simplify complexity, helping IT teams understand what’s happening across your infrastructure. This enhances IT management capabilities and enables more effective actions.

We’re excited to embark on this innovative journey with our customers, helping you harness the power of data to achieve operational excellence in today’s fast-paced digital world.

The post One Dashboard to Rule Them All: Strategic IT Excellence with Full Lifecycle Observability appeared first on Compucom.

Pete Boyle • Capability Architect — Lifecycle and Field Services

Including the Convenience of Instant-Access Services

Outsourcing IT support gives you access to skilled professionals current on industry trends and best practices — and a way to customize specific services that fit your business while avoiding unnecessary overhead expenses.

Whether you want to outsource both Digital Support (Service Desk) and Field Support services or outsource field support to complement your existing capabilities, the right solution will help you maintain productivity and a great digital experience for your employees.

This is the final article in our three-part blog series on field support. The first two discussed dispatch-based support and campus-based support. Here, we’ll discuss instant-access services, including digital lockers and digital vending. We’ll also recap what to look for in a comprehensive field-support solution.

When Instant-Access Field Support Services are Needed

Digital lockers and digital vending add extra convenience and efficiency for your employees by increasing self-service capabilities. This is especially useful for situations where IT support is unavailable or it’s critically important or desirable to eliminate wait times. For example, busy healthcare professionals.

The Benefits of Digital Lockers and Digital Vending

Digital Lockers deliver several flexible solutions for employees. These include:

• Break/fix repair with onsite Advanced Exchange (employees get instant replacement while a fix takes place)
• Onboarding and offboarding of employees
• Handling e-waste
• Package drop-off and pick-up

We ensure network cabling and USB charging are available in each locker for charging and network connectivity for our digital lockers. We also offer UV lighting to help destroy bacteria and pathogens. Finally, we provide standard, customized reports and analytics to track assets and employee interactions.

Digital Vending offers employees a customizable, contactless experience for procuring IT peripherals. Products can be procured using an employee badge or credit card. Customizable reports and analytics allow employees to track inventory, manage products, and collect purchasing data.

Recap: Comprehensive Field Support with Services that Fit Your Business Needs

Outsourced support solutions are not one-size-fits-all; the best solution for your company fits your workforce and budget and readily scales as you grow. This blog series discussed the following main components of field support:

Dispatch Field Support Services

Remote, real-time resolution of IT issues is best. However, dispatch-based field support is the best solution when an in-person visit for further onsite diagnostics, a sophisticated setup, or a new part is required.

Onsite Campus-Based Field Support Services

Having onsite technicians dedicated to your business locations, such as a corporate park or campus, is invaluable, especially when incidents such as OEM hardware support, device repair, and VIP support, to name a few, are high. Plus, there are added benefits for your business such as personalized service, training, and proactive system maintenance.

Instant-Access Services

Increase convenience for your employees with expanded self-service capabilities, including digital lockers and vending.

We offer all the above services and residential support for corporate end-users. Each effectively addresses the needs of your distributed workforce.

The Extras that Make the Difference

Whatever combination of services fit your business, keep in mind that the ideal provider should offer you the following:

• Responsive and scalable support with flexible coverage options.
• Useful analytics and reporting as part of their efforts to drive continuous improvement of services.
• A holistic, individualized customer program for continuous improvement and quality management.
• A high first-time fix rate (by using our Field Operations Center to undertake triage and remote resolution, our average first-time fix rate exceeds 85%).

At Compucom, We are People Powered

There are many great reasons to outsource your IT support. Perhaps you want to cut costs by customizing support services to your needs, or your business is growing, and you want to provide 24/7 technical support. Or maybe you’re focused on developing operational agility to keep up with changing customer demands and new technologies and want broader expertise. 

Compucom offers high-quality dispatch, digital, and other field support services. Three things set us apart as a market leader — our highly skilled technicians, service delivery and governance excellence, and breadth of certified support across vendors and technologies. We are well-positioned to support your technology with over 6,000 technical resources. 

We cover 100% of the US and Canadian geographic economy, 92% with Compucom badged associates, and 8% with strategic partners. With our flexible, responsive, scalable IT support services, we’ve got you covered.

In this series:

• The Benefits of Field Support Services: Dispatch
• The Advantages of Onsite Campus-Based Field Support Services

The post Comprehensive and Flexible Field Support appeared first on Compucom.

Pete Boyle • Capability Architect — Lifecycle and Field Services

Remote support is a sustainable, efficient, and cost-effective means of handling IT issues —combining it with onsite support services can help unlock greater productivity and technological reliability for your company. Campus-based onsite field technicians stationed at your business locations provide immediate, proactive, personalized service. 

This is part two of our three-part blog series on field support – focusing on the three main types of field support: dispatch-based support, campus-based support, and instant-access services. Here, we’ll discuss the perks of campus-based support and what to look for when outsourcing these services. 

When Campus-Based/Onsite Support is Needed

Having onsite technicians dedicated to your business locations, such as a corporate park or campus, is invaluable, especially when incidents requiring physical support are high. A dedicated field technician provides:   

• OEM hardware support, in and out of warranty
• Device repair
• Resolution of software issues
• Install, move, add, changes, and disposition (IMACD)
• Smart Hands support
• VIP support

An option consistently highly rated by our customers is onsite support through a walk-up resolution desk at their campus or business location. Compucom employees staff the desk, welcoming customers and facilitating issue triage. This solution offers an elevated support experience with faster case closure, minimizing downtime and associated costs. 

Addressing the Needs of a Distributed Workforce

Exceptional campus-based support includes the following:

Personalized Service and Training

Onsite support fosters a more individualized approach to your service. Technicians can provide tailored training and guidance to your staff, ensuring they are proficient with their daily tools and systems. This hands-on assistance cultivates a more knowledgeable workforce and boosts overall productivity. At Compucom, we also ensure technicians are trained in corporate culture. 

Proactive System Maintenance

The onsite presence of field technicians facilitates proactive maintenance of your IT infrastructure. Regular check-ups and updates can be conducted to ensure everything runs smoothly, reducing the likelihood of unexpected failures. This proactive approach is essential for maintaining the longevity and efficiency of your IT assets. 

Strategic IT Planning

Onsite support transcends solving immediate problems; it’s also about strategic planning. Technicians can assess your current setup and provide insights and recommendations for improvements. This strategic guidance ensures your IT infrastructure aligns with your business goals and scales with your growth. 

Cost-Effectiveness

Contrary to what you might first think, onsite support can be cost-effective. It eliminates the need for a full in-house IT team, which can be expensive to maintain. By using a managed services provider, you have access to our team of experts without the overhead costs of hiring, training, and retaining staff.  

At Compucom, We are People Powered

There are many compelling reasons to outsource your IT support. Perhaps you want to cut costs by customizing support services to an as-needed basis, or your business is growing, and you want to provide 24/7 technical support. Or maybe you’re focused on developing operational agility to keep up with changing customer demands and new technologies and want broader expertise. 

Compucom offers high-quality dispatch, digital, and other field support services. Three things set us apart as a market leader — our highly skilled technicians, service delivery and governance excellence, and breadth of certified support across vendors and technologies. We are well positioned to support your technology with over 6,000 technical resources. 

We cover 100% of the US and Canadian geographic economy, 92% with Compucom badged associates and 8% with strategic partners — providing service solutions such as:  

• Dispatch-based services 
• Campus-based services 
• Residential support for corporate end users 
• Digital lockers and vending for a contactless end-user experience, including onboarding and off-boarding 

As we continue our blog series on field support, we’ll discuss the final category, instant access, which includes digital lockers and vending. We’ll talk about the benefits and what to look for when outsourcing these services.  

In this series:

• The Benefits of Field Support Services: Dispatch
• Comprehensive and Flexible Field Support

The post The Advantages of Onsite Campus-Based Field Support Services appeared first on Compucom.

Pete Boyle • Capability Architect — Lifecycle and Field Services

Outsourced support solutions are not one-size-fits-all; the best solution for your company fits your workforce and budget and readily scales as you grow. When looking to outsource IT support, you may want a comprehensive solution that includes Digital Support (service desk) and Field Support services — or you may want to outsource only field support to complement your existing capabilities.

In this three-part blog series, we’ll focus on field support, discussing the three main types, dispatch-based support, campus-based support, and instant-access services, and what to look for when outsourcing these services. 

When Dispatch-Based Field Support is Needed

Your provider should strive for zero-dispatch through remote, real-time resolution. This is the quickest, most cost-effective, and sustainable method. But when an in-person visit for further onsite diagnostics, a sophisticated setup, or a new part is required, this is where dispatch-based field support comes in.

What to Look for in High-Quality Dispatch-Based Support 

An incident can be generated through various channels, including an IT Services Management (ITSM) system, email, chat, or phone and arrives at a Field Operations Center (FOC) where triage is performed.  

If a remote solution is not possible and field support is needed, the FOC should dispatch a field technician directly to your corporate office, branch, store, or residential location. A choice of service levels should be offered, giving you the flexibility and convenience to get same-day service.  

The FOC must be proactive, determining any potential parts needed, sourcing and delivering them to the technician before arriving on site, and ensuring any necessary coordination with the end user. The entire process should be tracked, with the end goal of quick resolution and customer satisfaction.  

Addressing the Needs of a Distributed Workforce

Dispatch-based support should include the following:

Highly qualified technicians within easy reach of all your locations

Your provider should have available resources to cover a wide geographic area, giving you more flexibility for potential future locations. Support should be provided by experienced, badged technicians with OEM warranty certifications for all equipment they service, who are qualified to service a diverse set of device types for your business.

Optimized part logistics

When a technician arrives for a scheduled visit at your business or home office to fix an urgent issue, they need to have the right tools, parts, and spares. Look for a provider that is strong in stock management, including forward stocking and integrated automation for ordering, tracking, and managing parts. 

Scheduled maintenance support

Scheduled maintenance provides regularly scheduled visits by a field technician to perform defined maintenance and repair services efficiently and cost-effectively. This includes inspecting equipment at the site for any issues that could lead to future unscheduled dispatches for repair. Where possible, these repairs are made during inspection, with any repairs requiring unstocked parts or replacements being coordinated as part of future service. This option is designed to proactively fix issues, prevent business downtime, and improve device health and productivity.  

Automation, analytics, and reporting

Automation, analytics, and reporting give you several advantages. Customizable automation and scheduled maintenance for common device issues can offset costs. Increased remote remediation capabilities focused on endpoint health help prevent device issues before they happen and offer real-time analytics and insights into device health. Centralized reporting on Business Intelligence (BI) Dashboards gives useful insights that can lead to meaningful change. 

Customer Experience Team

A customer support team should be assigned to focus on continuous improvement and quality management for your account. 

At Compucom, We are People Powered

There are many solid reasons to outsource your IT support. Perhaps you want to cut costs by customizing support services to an as-needed basis, or your business is growing, and you want to provide 24/7 technical support. Or maybe you’re focused on developing operational agility to keep up with changing customer demands and new technologies and want broader expertise.

Compucom offers high-quality dispatch, digital, and other field support services. Three things set us apart as a market leader—our highly skilled technicians, service delivery and governance excellence, and breadth of certified support across vendors and technologies. We are well positioned to support your technology, with over 6,000 technical resources.

We cover 100% of the US and Canadian geographic economy, 92% with Compucom badged associates and 8% with strategic partners — providing service solutions such as:  

• Dispatch-based services 
• Campus-based services 
• Residential support for corporate end users 
• Digital lockers and vending for a contactless end-user experience, including onboarding and off-boarding 

Thanks for reading; as we continue our blog series on field support, we’ll discuss the other two categories, campus-based support and instant access, and what to look for when outsourcing these services. 

In this series:

• The Advantages of Onsite Campus-Based Field Support Services
• Comprehensive and Flexible Field Support

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