connected office 3.0
DESCRIPTION
The Core of "Technology As A Service"TRANSCRIPT
Connected Office 3.0 Program Overview
Agenda
• Introduction
• Your Technology Issues & Concerns?
• Our “Single-source” Provider Solution• The SMB Technology Pie
• Connected Office 3.0 Technology-as-a-Service Program• Menu of Services• Service Details
• Conclusion…and 10 Steps to the Connected Office
Introduction
• The Utility Company is a single-source provider of technology, communications and business management solutions for small and medium-sized businesses across North America.
• Our Connected Office Technology-as-a-Service program provides a single point of contact for ALL things technology, delivering the required hardware, software and service for a monthly fixed fee per user.
• Our customers are supported locally by Utility Service Providers delivering onsite service and business-technology consulting to reduce technology spending and increase utilization.
• North American distribution and support network established through our Beyond Managed Services™ franchise opportunity.
We were founded to…
…address the two major problems
that exist in the market today.
Spending:The fact that the average business spends $360 per user per month on technology.
Utilization:The fact that only 15% of this investment in technology is actually utilized.
What are Some of Your Technology Issues & Concerns?
Our view is there are three main reasons you invest in technology:• To operate your business more effectively by executing and
automating daily routine tasks• To communicate your business via the Web to your customers,
prospects and other stakeholders• To manage your business by connecting, streamlining and
measuring key business processes like sales, marketing and customer service.
Today’s Service Landscape (and Challenges)
• Today, SMBs and service providers have diverging goals and objectives.• When you are down they make money!
• Multiple providers delivering you point solutions that are complex and difficult (costly) to maintain.
• Where do you fit on this chart?
Objectives not aligned
Objectives aligned
The Only SMB Single-source Technology Provider for the SMB Market!
• Eliminate point solutions, consolidate 3-5 suppliers into 1 point of contact:
1-866-My-Utility• Insurance-like coverage for your technology where most of the onsite service calls are automated.• EVERY device and application is remotely monitored and managed.• Reduce your technology spending; improve utilization.• Invest only in technology that improves your business.• Virtualization roadmap put in place…
Connected Office End User Success Story
Municipal Tax Equity, Georgetown Ontario• 22-user consulting firm that relies heavily on technology.• Reduced their technology spending by 40% on our Connected Office
Managed Program at $2,000/month.• Our goal is to reduce spending per user from $360 to $200-$250 and
increase utilization from 15% to above 50%...
The primary goal of our menu of services is to make it easily understandable to our customers and provide the flexibility to fit their specific business requirements and budget. Our three program levels include:
• Classic – “a la carte” proactive service offering priced monthly by service element.
• Managed – user-based, fixed fee service and support, “à la carte” hardware and software.
• Utility – user-based, fixed fee for hardware, software, and service.
Connected Office 3.0
Thank you
Our mission is to ensure our customers only invest in the technology they require to operate, communicate and manage their business effectively.
Our vision is to transform information technology into what it should be – a utility.
1-866-My-Utility Live Helpdesk
Desktop support
End user support for desktop and laptop
users, including productivity
applications (MS Office).
Hardware troubleshooting,
network connectivity issues and desktop
sharing for remediation
Back office support
Server & Infrastructure Level 1
helpdesk
Level 2 triage support for back office servers
(Terminal Services, SQL)
Secure remote access
Eliminates the need for onsite support by enabling help desk technicians remote
access
Remotely and securely install
applications, apply fixes and reboot
systems
Self-help, ticketing,
online training
Access information and log tickets online
through the Utility Service Center
Trend identification end user training
based on common problems identified; “How-to” support
Our Service Delivery Model - Fast Facts
• 80-90% of incidents uncovered through remote monitoring and management.
• Over 90% of helpdesk incidents resolved remotely.• 97% of the Helpdesk users
rate our service as Good to Excellent
• Key focus – business productivity from technology (communications and management)
• Virtualization is key to reducing on-premise infrastructure (and complexity).
Client
1-866-My-Utility Service Workflow
End-userHelpdesk Call
Internal MACNotification
Automated Notification
Support Call Opened
Support Call Handoff
Support CallEscalatedData
Collected
DesktopRelated
Problem Resolution Procedures
Document And Close Case
Remote Fix
Problem Resolution Procedures
Field Engineer Deployed
Problem Resolution Procedures
Document And Close Case
Document And Close Case
Helpdesk (L1) NOC (L2) Field (L3)
Network Operations
Network monitoring
Availability and performance of server, Internet, firewall, printer
and other infrastructure
Business application monitoring
End-user experience monitoring of mission-critical applications such as CRM, accounting and
Web applications
Security & protection
Anti-virus protection and patch management of critical servers
and business applications
Secure remote access
Eliminates the need for onsite support by enabling our NOC technicians to remotely and
securely access your servers
Online backup & storage
Online remote backup and storage of corporate data,
including business continuity and disaster recover planning
Service level
reporting
Monthly report on the availability and performance of your network, along with capacity planning for
the future
Utility Service Center 24x7 Remote Monitoring, Management & Service Desk
Network Operations – VoIP Monitoring
Voice-over-IP (VoIP)
Many SMBs are looking at new, feature-rich VoIP
telephone systems, which require guaranteed
quality of service and stability of your network.
You need a view into the operations of on-premise
VoIP switches and infrastructure.
VoIP service
monitoring
Monitoring of key points of failure for availability
and performance
Preventative maintenance, initial
troubleshooting, root cause identification
Network Operations – MFP Monitoring
Multi-function printers (MFP)
For most SMBs, printing, copying and
faxing remains a necessary business function to operate.
You need the capability to make the low-
maintenance MFP promise a reality through proactive
service automation.
MFP monitoring
service
Monitoring of key points of failure for network availability
Consumables monitoring - toner, maintenance kits.
Meter reading; Error codes - initial
troubleshooting
Network Operations – Comprehensive Security Management
Advanced protection
Focused on the big three information security exploitation points –
perimeter, remote access and end-users.
Perimeter security
management
This service includes a review of your current
security infrastructure to understand its capabilities in
regards to network level protection.
This protection includes: Network Level
Antivirus/Spyware/Malware, Intrusion Detection
Prevention, Content Filtering, Secure Remote Access
Internal network security
management
In tandem with our Security and Protection service, this service provides you with:
Advanced Desktop Firewall, Browser Protection / Anti-
Phishing
Desktop/Laptop Operations
Asset & lifecycle
management
Asset discovery service identifies all IP-based network devices and
lowers IT administration costs through better
control
Software distribution service drives adherence
and compliance of corporate standards and licensing control, while automating software
upgrades
Security & protection
Patch management software service protects
corporate and remote users through a fully-automated approach
Virus protection service provides advanced virus,
spyware and malware prevention
Online backup & storage
Online backup service provides full remote
backup and data protection
Protects end users from data loss through
scheduled, automated Internet-based backup
Communications – Web, E-mail
Hosted Exchange
Business messaging platform with 60% of the market; available 99.9%,
24x7
Advanced communications features like always-synced email, global address list, shared
calendars, Web mail, mobile access and shared
public folders
Hosted Sharepoint
Provides an integrated portfolio of collaboration
and communications tools
Create an internal corporate intranet that connects employees to
documentation and processes
Web content management
Designed for SMBs that realize they need a professional and
updateable web presence
Includes: Web development,
maintenance, hosting and integrated modules
Business Management
Customer relationship management
Consolidates the various silos of data to manage sales, marketing and customer service.
Sales and contact management, Marketing automation, Executive dashboards, Customer
service portal, Professional services.
Accounting & reporting
Fully-integrated with our CRM service resulting in
your entire business being managed through one
online business application.
General Ledger, Financial reporting, Employee
management, Professional services.
Hardware/Software
Network infrastructure
Tier 1 infrastructure such as servers,
routers, firewalls that are mapped to your
network/security assessment
Desktop/laptopIncludes MS Office
and is priced per user per month
PeripheralsMulti-function printers
that are low maintenance and
remotely manageable
Virtualization
Service we provide to determine lifecycle of current on-premise infrastructure and
virtual service options.
Onsite Service
Utility Service Provider
Your “Virtual CIO”, systems
administrator and PC technician all
in one.
Emergency support
Field service where our
helpdesk has escalated your
call
Network/Security assessment
Initial and ongoing
Network administration
Moves, adds, changes
Business-Technology Consulting
Design, planning, implementation
and training
Conclusion…
• Today, there is tremendous opportunity for small and medium-sized businesses that properly leverage technology.
• Through Connected Office, our focus is to empower you to operate, communicate and manage your business more effectively.
• Our Technology-as-a-Service model ensures that you achieve this in a monthly pay-as-you-need model.
• As the only national SMB Single-source Provider in North America, the range, depth and quality of our services are unparalleled in the industry...• We are your single point of contact for ALL things
technology! • The 10 Steps…
10 Steps to the Connected Office
1. Spending assessment – see Utility Meter Reading
2. Utilization assessment – see Utility Meter Reading
3. Business needs preliminary assessment
4. Network/security assessment
5. Stabilize IT operations through managed/utility services
6. Business-technology alignment and plan
7. Develop budget/skills inventory requirements
8. Establish internal user training regiment
9. Investigate technology that improves business performance
10. Develop virtualization roadmap to reduce onsite technology and complexity