Re-Introducing ServInt’s Managed Services Team

We’ve just made our world-class support a little more world class.

The goal of this project was to further increase our capability to deliver fervent, quality support 24-hours-a-day, 365 days a year. We’ve leveraged the expertise of our existing staff and increased the size of our Managed Services Team (MST) by 40% this year alone. By spreading this wealth of new faces and new talent throughout the day — and night — we can improve support reliability and consistency around the clock.  Not only does that help our North and South American customers sleep more  soundly at night, it also gives our international client-base access to the same high-level of service that they need and expect when the sun rises in their neck of the woods.

It’s easy to go out and interview candidates with what, on paper, look like relevant skills.  But finding intelligent, motivated people that are eager to learn, love being part of a successful team, and relish the satisfaction of providing excellent service to people that need it are what we look for in our MST members. That’s the combination that has always worked best for us and we’ve been fortunate to be able to stick to that formula right up to the present day.

Over time, our support has focused less on simply fixing an issue, and more about educating the client on what went wrong, why it happened, and how we are going to fix it.  The days of our department just “fixing stuff” are fading fast.  While there will always be a need for that kind of service and support, and we’ll always be there for folks who need a quick “repair”, it is equally important to prove that we’re prepared to translate our knowledge to clients in a way that’s easily digested and deployed.

Alongside this new initiative, we’re developing a long requested documentation project that will act as a consistently up-to-date repository for best practices for those who want more input into their server experience. This will be a purely informational project and we will continue to focus the vast majority of our resources on live, in-house, 24-7 support.

So, at the end of the day, this is an upgrade and not a reinvention. Time and time again, we’ve been told that our support is the crux of our business and it’s why people stay with ServInt for so long.  When we took a long hard look at our support to see what we could improve, we came to the fairly obvious conclusion that the soul of the department was its people, and with our latest batch of brilliant team members we aim to keep it that way.