The Performance Driver
Managed IT support focused on maximum efficiency in business
Is technology optimising your business for high performance?
In this business you have:
- High performing staff who get their whole job done - every day
- Happy customers who love doing business with you
- Minimum technology disruptions, maximum productivity
- Consistent, reliable systems and processes
- Great business results
- Confidence that you are resilient in the face of a changing world
Imagine how much work your team could get done! Imagine how motivated and committed they would be to deliver on the goals of your business!
We think YOU deserve a business like this.
That’s why we make Maximum Efficiency the focus of our IT Support services…
High Performance IT Support stops your productivity going down the drain
Business is full of people trying to use technology the best way they know how – to get their jobs done. But with today’s complex technology “the best I know how” simply CAN’T be good enough.
Productivity gets massively lost around assets and equipment – printers, ISPs, POS, computers. Confusion and9 frustration abounds around assets and vendors and communication.
Productivity gets lost without effective Problem Management, Monitoring and Analysis. Without good tools and processes, recurring issues get missed and small problems turn into big breakdowns.
Productivity gets lost without good vendor and 3rd party management for suppliers, software and communications. Without good vendor management time gets wasted, blame gets shifted and frustration multiplies.
Inadequate IT support leads to chaos, frustration and wasted time that distracts people from getting their real job done.
And worse, inadequate support costs businesses more than they may realise…
The hidden costs of the wrong support
The cost of unproductive, unreliable systems is much more than just stress. It’s more than just grumpy staff and less work done each day.
High staff turnover
As frustrated staff turn over, knowledge leaks out of your organisation. Procedures get lost and productivity takes a further nose dive. You’re forever training new people.
A lower quality workforce
Unproductive IT systems will actively REDUCE the quality of your workforce – because the best people leave. They leave because they’re too good to tolerate rubbish systems.
The people who stay are likely to be the people who are ready to tolerate being unproductive – they’ll accept second best, and some will be quite happy to have a reason not to work too hard.
With unproductive systems, you’re likely to experience increased staff turnover – of the BEST people you have.
A degraded reputation
Everyone understands an occasional computer delay. However, if that’s your business “normal”, you could well be losing customers.
If your staff are constantly struggling with your systems, and forever telling your customers “Sorry, I’m just waiting for the system” – then your reputation will be impacted. Customers will get tired of constant excuses and their loyalty will drop away.
Your reputation with your customers will suffer and so will their loyalty.
Is it a pleasure for your customers to work with your people? Or is everybody frustrated?
Is each day a struggle with your current technology?
Are you losing productivity to inadequate support? The wrong Managed Services Provider (MSP) Agreement can create a black hole of lost productivity:
- Do too many of your best people spend their time doing computer support rather than their own jobs?
- Do the same technical problems happen over and over again?
- Does It take forever to load, use and swap between applications?
- Do you feel like the meat in the sandwich as your ISP and the NBN (or other vendors) play pass the buck with your problems?
- Do you spend hours trying to work out who to call when something breaks down?
- Do new hires spend weeks “getting up to speed” because they don’t have the equipment, the procedures, the access and the training they need to hit the ground running?
- Do new hires leave just as they’re finally becoming productive?
- Do your staff look forward to getting lots done each day? Or do they hope wistfully that they could at least do 2-3 of the things on their urgent list?
- Do you spend hours trying to work out who to call when something breaks down?
- Do you spend hours trying to work out who to call when something breaks down?
These are common signs that your business has outgrown your current IT support.
How do you engineer High-Performance IT support that drives business productivity?
Single Point Support Desk
An effective support desk that people WANT to call that features:
- A single point of contact for ALL issues.
- A stable support team resourced with skilled IT consultants who know your business and your people.
- A fixed-price support contract that removes cost and authorisation roadblocks
Incident, Change & Problem Management
Clearly defined processes for:
- Incident management to get people back to work fast
- Change management to deal with changes to staff, roles and equipment
- Problem management and analysis to identify and resolve recurring issues.
Asset and Vendor Management
Good asset and vendor management with:
- All supported assets are documented and registered
- All vendors, contracts and contacts identified
- Experienced support technicians managing the process, minimising disruption to your business
SOP / SOE Documentation
A single point of reference for how you do business with::
- A library of SOPs for all business functions – developed over time – which clearly identifies business processes and supporting technology.
- Standard Operating Environment definitions that build you a strong technology foundation.
Monitoring and Analysis
Capacity/Trend/Performance Monitoring and Analysis of
- Applications
- Network inc WAN, WIFI
- Infrastructure
- Internet performance
- Cloud performance
Communications
We make sure you will have the right communications systems, integrated to maximise your productivity and performance:
- Communication integration
- Messaging
- Collaboration platforms
- Email Services
Performance Technology is One of Three Drivers for Business Success
High-Performance IT Support is not enough on its own to drive business success in today’s world. For your business to succeed and make best use of technology, you need to have technology delivering results in three areas:
PERFORMANCE
- Effective, structured High Performance IT Support which ensures that your business technology delivers optimal productivity and systems reliability.
SECURITY
- Broad spectrum digital security services that deliver the Protection and Assurance that ensure your business stays secure and you get maximum benefit from your ongoing innovation.
INNOVATION
- Effective technology development tools, processes and resources that deliver successful business Improvement and high-return business Innovation while maximising your security and performance.
ACTION POINT: Break up the costs and services delivered by either your Managed Service Provider or your Internal IT Resources into the following three areas:
- Technology Support Services that maximise Performance.
- Technology Platforms and Processes that create Innovations and implements Improvements
- Technology that offers Secure Cyber Protection and Assurance for you and your customers.
Your profitability will increase if you get the right investment, processes and skills in these three technology areas
You might be shocked to learn that either:
- All three areas are covered but only in a mediocre way. Or,
- One or two areas are covered but the third is completely ignored to the business’ detriment. And,
- If you find technology services that don’t easily fit into any of these categorises then ask yourself why you are paying for them!!
By focusing on each success driver separately, you can choose how to deliver each one. You can tune each driver to your business needs. You might outsource one area and do the others internally.
We have written a guide that covers the three areas in depth so that you can assess your situation and determine if technology is truly driving your business success (or is it just a bystander costing you money)
Innovations excel when they "feed off" the metrics of High-Performance IT Support
Innovation in general and Digital Transformation in particular can’t be done well if it’s a “background activity” included in a general MSP contract. It’s our experience that business innovation needs an ongoing process and an evidence-based focus.
High-Performance IT Support automatically delivers you a catalogue of opportunities for both ongoing operational improvements and big digital transformation. Plus your staff can be confident that they’ll get the support they need.
To get the full productivity benefits of digital transformation, you need a structured innovation process and management focus, supported by canny project managers and up-to-date product specialists..
As your business improvement projects succeed, your staff will shift from frustration, resentment and resistance to acceptance and engagement.
Security Technology needs to stand alone from Performance focused IT Teams
Many IT Managed Service Providers still roll “security” in with other support services. That was fine in the days before organised crime took over the hacking game and state actors started sponsoring ransomware developers.
Cybersecurity today is a specialist, rapidly developing service that combines the latest technology (such as artificial intelligence and big data) with multi-organisation collective defence strategies.
Our Technology Security services leverage leading technology from specialist security platforms. This means you develop high levels of security and protection from the latest technology without an eye-watering price tag.
You will be able to minimise business disruptions, build customer relationships, verify your protection and assure your major stakeholders that your operations are not putting them at increased risk.
Relevant solutions from a stable, friendly team..
We want to make the right IT happen – the technology that increases your productivity. Everything we do is to drive your business performance.
If something doesn’t enhance your productivity then we won’t offer it to you.
An expert, diverse team with certified skills and broad experience
Our skilled team of IT consultants are Microsoft and Cisco Certified Business Professionals. Together, they deliver a level of expertise and understanding beyond that of small in-house teams and micro-business IT people.
We organise our people into multi-skilled teams, and assign each team to support a set of specific customers. That means that they get to know your business and you’re not dealing with a stranger every time you call.
We select our people for their people skills, not just their technology expertise – so you get support from experts who “speak business”.
Our people stay with us for years, developing an in-depth understanding of your business productivity needs and your people.
Deep investment in supportive technology and infrastructure
At Network Overdrive, we invest in our technology and systems – as well as our people. (And it’s not just because great tools keep our best people productive.)
We constantly scan for, test and apply leading edge performance monitoring and security technology in our own systems and on behalf of our customers.
The result is a carefully selected set of innovative systems and services that deliver our customers significant performance advantages using the latest in wireless, network, Cloud and other leading edge technologies.
A Global Helpdesk to take you to the world
Our customers are mostly Australian businesses, but more and more are “punching above their weight” and taking their business to the world. They might manufacture in Asia and distribute across Europe and the US – but they still call Australia home. Plus they still want support that suits their needs, from people who actually understand the distance between Australia and the world.
Our Global Service Desk supports Australian businesses with global operations and global ambition.
By managing and controlling your IT locally, we ensure that your global network is managed from a central point, while maintaining clear reporting to your head office in Australia and allowing localised billing to regional offices as required.
We’re building in the same “single point of contact” and team-based support that we deliver to local businesses in the time zones and language you want