If You’re not using Managed Services, You’re working too Hard

Any organization or IT group that is responsible for supporting multiple enterprise solutions knows how hard it is to maintain the right level of knowledge and experience to be able to simultaneously manage system growth, implement new features, and resolve system and end-user issues effectively and efficiently. Cost cutting and normal attrition exacerbate the issue making it nearly impossible to cross-train effectively.

These challenges make Managed Services and Remote Administration a truly cost-effective and efficient solution for maintaining enterprise solutions and supporting user groups. With customizable support tiers and service level agreements, you can create a combination of services that perfectly compliments your team’s resources and competencies, and user expectations.

During this webinar, we’ll share a couple ways we can construct and execute Managed Services and Remote Administration Agreements to save your team time, money, and effort – all while ensuring system health, performance, and scalability.

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Transcript

Daniel Jenab:

All right. I think we are going to go ahead and get started. So hello.

Patrick Wise:

Okay.

Daniel Jenab:

Hello everyone and welcome to another one of RPI’s webinar Wednesdays. I hope everyone had a happy and safe new year and we at RPI are ringing in the end of 2020, finally. And at start of 2021 with one of our favorite topics, managed services. But before we dive into the meat of the presentation, let’s tell you a little bit about who we are.

Daniel Jenab:

So my name is Daniel Jenab. I am a project manager here at RPI Consultants. I have my master’s degree in communications management from George Washington University. In my nearly three years of working RPI, I have experienced managing a variety of projects covering the spectrum of our technologies. Kofax projects involving Kofax Capture, Kofax Transformation, Totalagility, and something I personally am very excited to work more with Kofax RPA. Additionally, significant work also with products such as perceptive content, Brainware, OnBase, Lawson V10 and CloudSuite and RPI’s host of Yoga products. Finally, a little fun fact about myself. I am the de facto office personal trainer and nutritionist. And remember a personal health check is just as important as a solution health check.

Patrick Wise:

Okay. Thanks Daniel. And I am Patrick Wise. I am one of the senior account executives here at RPI. I have over 16 years’ experience working within the enterprise content management and digital transformation space. I have experience working across multiple verticals including enterprise as well as SME segments. And I do work out just not as much as Daniel.

Daniel Jenab:

We’ll get there though. We’ll get there.

Patrick Wise:

Yeah. I’m working on it. My one-rep max is improving.

Daniel Jenab:

All right. So what we’re going to talk about today. We’re going to start out with the problem with supporting multiple enterprise systems. Particularly resource and knowledge-based siloing, as well as who to go to for support for all of that. Next we’ll move into what exactly managed services consists of and what it doesn’t consist of. We’ll then move into what our customized managed services packages look like, our Support Tiers and our SLAs. We’ll round out the content with a day in the life of managed services, which consists of a few case studies of some of our clients with managed services going over their solutions and some of their unique challenges that we help them out with.

Daniel Jenab:

And finally, we’ll round out with a summary and questions section. We do have some disclaimers in fine print however, so we are an Infor Alliance Partner, we are CloudSuite specialized, we do pre-planning, implementations, upgrades, enhancements, migrations, if you name it, we can do it. We are a Kofax Platinum Partner, we’re not part of it with Hyland, but we do have some of the most experienced perceptive content on base and brainwork consultants in the industry. We are partnered with knowledge like, and we do develop and support our own proprietary software platform, Yoga. Patrick, take us away.

Patrick Wise:

Yes, sir. Okay. So the problem was supporting multiple enterprise systems, right. So when it comes to managed services, it’s hard to maintain the right level of knowledge and experience to be able to simultaneously manage system growth, implement new features and resolve system and end-user issues effectively and efficiently. Cost-cutting a normal attrition exacerbate this issue, making it nearly impossible to cross train effectively with your administrative staff. And so that is why many of our clients are approaching us about these sort of managed services offerings that we have.

Patrick Wise:

So jumping right in here. So what are we really talking about when we talk about these multiple different systems. Enterprise, architecture and technology, right? So each environment has its own unique challenges and interdependencies, each application or solution type listed above on the slide, has an entire knowledge set and user community, right? Dedicated. So the knowledge pool can be very, very deep just for each single one of these applications. Many of our clients struggle to find affordable resources to meet these needs, management and maintenance and administration are just really the beginning of the equation that they find, so you’re constantly needing to get the most out of your investments in these technologies, and so to do that, you’re constantly needing to come up with enhance