Proactive support is nipping the evil in the bud. It is anticipating a problem and taking measures in advance to curtail it. Businesses around the world are becoming more and more technologically intensive and interconnected. These networks and IT infrastructure require constant maintenance and upkeep, resulting in loss to the business. Following are some of the significant challenges that companies must face if they do not maintain their networks regularly.
- Loss of data security and integrity
- Wrong configuration of network devices
- Disregarding historical network performance data
- Issues with network visibility
Proactive support aims to eliminate all these issues and more before they appear on the horizon. It is often referred to as the next generation of IT support by industry pundits. It combines preventative and predictive approaches for problem-solving. You already provide solutions to the problems that are likely to occur, and the customer knows what he must do. Today customers demand rapid action and quick answers to their problems. They do not want to be in the queue, which is valid for the IT sector because so much is at stake here. As we advance further, there is the likelihood that today’s proactive approach may become reactive tomorrow. Some examples of today’s proactive support are pre-recorded helpline, live chat support, online video tutorials, glossary technical terms on its website, etc.
What kind of businesses need proactive support?
In this competitive and fast-evolving world of today, no business can afford to provide reactive IT support. If it is doing it, then it is doing as at its peril. It cannot survive in the long run. Businesses that are wholly or partially dependent on technology should switch to this channel of IT support. Other companies like logistics and transportation, medicine, aviation, electronics, mobile technology, etc., are examples of businesses that need proactive support.
Benefits of proactive support:
Proactive support has several advantages, some of the important ones are as follows;
Reduction in downtime:
Downtime refers to the time when a system breaks down due to a malfunction in any of its components. By adopting the proactive approach, you foresee how and when a fault is likely to occur and take the appropriate measures in advance. This approach saves you from the agony of downtime.
Reduction in repairing costs:
Proactive support will help you reduce your repair and maintenance costs of both the hardware and the software. It reduces the likelihood of any fault, and if it does occur, its impact will be very negligible.
Safeguarding the system:
You will ensure your software and hardware’s safety and longevity with proactive support in place. The monitoring and maintenance will let it run smoothly with minimal disruptions, which will ultimately positively affect both the equipment and the software’s longevity.
Phases or steps of proactive support:
No two organizations are alike so every organization will implement proactive support, keeping in view its working mechanisms, specific needs, goals, and inner dynamics. Generally, it consists of the following steps or phases;
Know your customer: This means getting to know your customer thoroughly that includes his needs, demands, and what he expects from you. This understanding will help you devise a customer-centric proactive support.
Learn from the past: It is crucial that you learn from your history and especially your failings. In this way, you will not repeat the old mistakes and stay focused on creating IT support that is responsive, proactive, and highly effective.
Set your goals: A proactive support is by its very nature visionary and forward-looking. A company needs to develop and identify its long-term goals regarding its proactive support and align it with the overall objectives. Their synergy is essential to make it a success.
Gather feedback: To successfully implement proactive support successfully, you need to collect your customer and your employees’ feedback. It will help to improve on it and make amends along the way. If the employees are empowered enough to single out loopholes and take corrective action, it will bode well to implement proactive support successfully.
Change along the way: As proactive support takes root; its culture must change simultaneously. It should espouse a more inclusive and responsive model and be more receptive and adaptive to customers’ needs. It will help in the smooth running of the IT support system.
At NST, we are a proud believer in the efficacy of a proactive support system. We implement it entirely in the organization and can help you do the same. Our proactive support will be tailor-made to meet your specific needs and carry your company’s vision forward.
NST has offices in Melbourne, Sydney, and Perth. You can contact any office that is closer to you.