By Scott Bergeron, PSTrax President
Increasingly, organizations are left to fend for themselves following automated setup and deployment with new technology. At least at the outset, all the promised productivity and efficiency go out the window, along with tufts of hair pulled out by frustrated IT people and other personnel tasked with making it all work.
While much of the world struggles with this sorry situation, I advocate another approach: Provide topnotch people who can make the entire process seamless and virtually pain-free. Then make sure they stick around to address anything that goes awry rapidly and reliably.
All of this should be in addition to automated, self-help systems—so that anyone can access help in the way they feel works best. But, it needs to be a choice that people can make freely instead of feeling pigeonholed into a “robotic loop” with no human in sight. We’re here for you, both as technological and customer support specialists—from initial build and deployment to implementing changes and upgrades. Most important, we’ll be there in the trenches when issues arise.