Providing an on-point, creative solution that increases a client’s return on technology investment and produces the Raving Results we constantly seek to deliver.

Selling a Managed IT Services Agreement, friends, ain’t no walk in the park.

The process is filled with intricate details that add to its layers of complexity. There’s the long sales cycle, the alignment of client expectations, and communicating long-term value. There are financial/contractual considerations, and the many tech-heavy factors that go into the solution itself (cybersecurity, hardware/software management, compliance, cloud enablement, etc).

Somehow, some way, in ways not even he can fully explain, TSG Sales Manager Lee Wise bridges those complex barriers with a different approach – a humanistic approach. In fact, in one month recently, he sold two of the suckers. Let’s talk about one of them here.

The Business Challenge.

The town of Bartonville’s technology environment wasn’t in dire straits. There were no glaring lapses in their everyday IT functionality.  But there was one problem – the time it took between sending in a ticket and seeing a resolution was almost unbearable.

“The customer aspect was completely missing,” Lee said. “The focus was, that they take forever to get back with us when we put in a ticket and to solve problems. We don’t hear anything for six weeks, and their default answer is ‘we’re still working on it.'”

Lee knew the Datamax Way to be decidedly different. But he also knows that a TechCare engagement is a delicate, lengthy process that doesn’t come to light without due process. Therefore, he initiated a Business Technology Alignment Analysis (BTAA).

The Strategic Approach.

The BTAA is so much more than a standard assessment. It captures all the tangible, intangible, technology as well as human/user elements and needs through a series of scans, assessments, and actual user interviews.

“The BTAA is taking the reality of what they have, the perception of how it works for them, and coming up with a customizable plan moving forward,” Lee said. “I’m going to find out how much hard drive space a computer has, what software is installed, etc. I’m going to get all that. But the interviews fill in the gaps between the realities and the perceptions of what really works for each individual user.”

The city prospect was intrigued by Datamax’s robust, “future-proof” backup solution. He liked the idea that Datamax would do actual cybersecurity training to help them prevent all aspects of cyber attacks – more than just throwing software at it.

But the human element of it all? That might have been the kicker.

“I asked (the decision maker) what was the difference maker with Datamax. He said, ‘Look, you don’t know how good a company truly is until you work with them. But I couldn’t pass up on you and all your colleagues’ attitudes and customer service focus. We’ve got our biggest complaint already solved.”

The Prevailing Results.

The City of Bartonville is fully functional under the Managed IT Service engagement now, and the client couldn’t be happier.

“It might be cliché to say that the people are the difference because a lot of people do say that. But in this instance, when I show a prospect how much I care, and I talk about the Raving fan Concept, and how I’ve seen us bend over backward for a customer, even when it’s not in OUR best interest, they seem to believe me. What can I say? It’s our people.”