{"id":6244,"date":"2024-04-25T11:37:51","date_gmt":"2024-04-25T15:37:51","guid":{"rendered":"https:\/\/www.compucom.com\/?p=6244"},"modified":"2024-06-07T11:33:00","modified_gmt":"2024-06-07T15:33:00","slug":"the-benefits-of-field-support-services-dispatch","status":"publish","type":"post","link":"https:\/\/www.compucom.com\/the-benefits-of-field-support-services-dispatch\/","title":{"rendered":"The Benefits of Field Support Services: Dispatch"},"content":{"rendered":"\n
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\"Pete

Pete Boyle<\/strong> \u2022\u202fCapability Architect \u2014 Lifecycle and Field Services<\/p><\/div>\n<\/div><\/div>\n\n\n\n

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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<\/a> (service desk) and Field Support services<\/a> \u2014 or you may want to outsource only field support to complement your existing capabilities.<\/p>\n\n\n\n

In this three-part blog series, we\u2019ll 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. <\/p>\n\n\n\n

When Dispatch-Based Field Support is Needed<\/h2>\n\n\n\n
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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.<\/p>\n\n\n\n

What to Look for in High-Quality Dispatch-Based Support <\/h2>\n\n\n\n
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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.\u202f <\/p>\n\n\n\n

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.\u202f <\/p>\n\n\n\n

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.\u202f <\/p>\n\n\n\n

Addressing the Needs of a Distributed Workforce<\/h2>\n\n\n\n
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Dispatch-based support should include the following:<\/p>\n\n\n\n

Highly qualified technicians within easy reach of all your locations<\/h3>\n\n\n\n
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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. <\/p>\n\n\n\n

Optimized part logistics<\/h3>\n\n\n\n
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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. <\/p>\n\n\n\n

Scheduled maintenance support<\/h3>\n\n\n\n
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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.  <\/p>\n\n\n\n

Automation, analytics, and reporting<\/h3>\n\n\n\n
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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. <\/p>\n\n\n\n

Customer Experience Team<\/h3>\n\n\n\n
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A customer support team should be assigned to focus on continuous improvement and quality management for your account. <\/p>\n\n\n\n

At Compucom, We are People Powered<\/h2>\n\n\n\n
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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\u2019re focused on developing operational agility to keep up with changing customer demands and new technologies and want broader expertise.<\/p>\n\n\n\n

Compucom offers high-quality dispatch, digital, and other field support services. Three things set us apart as a market leader\u2014our 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. <\/p>\n\n\n\n

We cover 100% of the US and Canadian geographic economy, 92% with Compucom badged associates and 8% with strategic partners \u2014 providing service solutions such as:\u202f <\/p>\n\n\n\n