Build your own efficient Information Technology Solution Center

What kind of Solution Center does your company support? There are a number of support systems in today's market place; most fall under these three main categories:

a) Product

b) Systems

c) Infrastructure

 

All industries require a Solutions Center and your field of chosen probably fall into the below domain list: 

1. Automobiles

2. Electrification

3. Airplanes

3. Banking

4. Electronics

5. Radio and Television

6. Agricultural Mechanization

7. Telephones

8. Air Conditioning and Refrigeration

9. Highways/Shipping

10. Spacecraft and Defense Product

11. Internet/Web hosting

12. Imaging/Filming

13. Household Appliances

14. Health Technologies

15. Petroleum and Petrochemical Technologies

16. Laser and Fiber Optics

17. Nuclear Technologies

18. High Performance Materials

19. Water Supply and Distribution

20. Computers (Software Programming, Hardware /Network Infrastructure,Third Party Integral Product/Software)

21. Etc many more technology depended on master and slave mode.

 

  

Set up the Solution Center’s major 9 elements

  1. Choose a best Channel Product and Partner according to your well known field:

 

Your channel product and your knowledge related to that particular field in the above categories are the key to your success. So the type of channel you choose will depend on what it is you are marketing and hope to achieve.

 

The Second major criteria for choosing a channel partner product is, how the customers (the end customers are corporate or even end customers are consumers) discover your partner’s quality of product or service and its cost. Also your Channel Partner Company brand name is more important for many reasons.

 

The following factors are commonly considered when choosing the best channel partner product and Company:

• Experts who agree with the Product/Service the level of your channel product rank among the competitors with the same product or service.
• Industry trends and its future
• How your channel partner will support your business and expand your business parallel with them.
• Partner product future development and challenges and growth.

 2. Request for Proposal (RPF)

 

According to the view from the Channel Partner (Companies/Organizations), the RFP is an invitation for Service/Solution suppliers, through a bidding or non-bidding method to submit a proposal on a specific service or product.

In base of RFP Channel Partner company shortlist service provider for their Infrastructure Product management solution support process based on i)Minimum eligibility ii)Technical strength iii)Commercial strength.

 

As a Service provider, how do we give a response to request for proposal? This is a master task to winning the bidding process. The main concept of writing an RFP is to obtain a quote requesting your need for a product or service and obtain bids (price, desirable requirement) from a Channel partner company.

Before providing a proposal, first read the RFP carefully, and then note the main requests of RFP’s contents of general information, work to perform, submission of proposal, company history, reference, timeline, submission of pricing, evaluation and selection criteria, mandatory specification, technical proposal, financial proposal, high desirable requirement, pricing, terms and condition etc., .Be careful and analysis that information is fine with your organization or not. If you feel and find some difficulties or need clarifications on that RFP contact the Channel partner’s project manager or officer. All are okay with your end and start your proposal preparation and written neatly and produce to your Channel partner. Ensure you have strong service solution center expertise and evaluate responses and price for measured well defined as market rate. This will give success to get project.

  

  

 3. Organization Infrastructure and work place

 

Here we will focus about sort of organization (small company). The Structure of building or landmark of place doesn’t a major factor for small investment business. Contrary, the inside office and how the atmosphere is superiors working environment with international standard with latest operation and technology infrastructure. Keep clean and give better metal satisfaction atmosphere desk place to workers. Also energized food, pure drinking water, to employee makes feel it that good.

 

Publicity of advertising your company name is main factor to accent your growth. Also we’ll consider making our won brand of IT solution center image to B-B customer side; it helps to sigh in industry. Ask to your Partner, that added our solution center logo to partner website, it is helps to shine your company to next level.

 

 

 4. Select professional employees with technical/customer management attitude

 

The employee of solution support process will be highly technical and have excellent communication skills. The following factors will be considered for the criteria:

• Able to make decisions
• Attention to detail
• Reading comprehension
• Report writing/Written communication
• System experience
• Background knowledge of product/software/OS

If the support will be high end competency level IT part (the end Customers are corporate professionals) the following factors will be considered for the criteria.

 

• Candidate should be Science and Engineering background
• General Knowledge of current IT Field like Computer Network/Multiple Operating System/Security of firewall, Software programming knowledge etc
• Must be excellent customer orientation and process like excellent written and verbal communications skill.
• Should have sufficient experience level of staff referred as L1/L2/L3                                
• International online certifications like Microsoft, RHCE, Avaya, Cisco, Siemens, Oracle, ITILF etc.  

 5. Keep processes simple and effective

 The Technical query support process under going on

            i)    live chat or email-support

            ii)   voice based

            iii)  Remote support

 

Have you conducts study of the sample of your potential customers to see what they would like themselves that above to kind of process? Lot of questions there! But here the product/service customer (audience) base is most top notch technical, are minimum knowledge (not a non-technical people), there may be not resistance to live text and email support. If they want phone voice contact for critical issue, then will be support on phone.

  

6. Measure performance of employee’s skills and train up skill up gradation program constantly:

 

 Nowadays Technology growth change is very fast every quarter. So Employee must update their knowledge time to time. Plan to give a training to your employee about the technical and Customer Relationship Management from expert trainers. It is useful to upgrade their knowledge with current scenario of trend and technologies.

 

7. Setup parameters according to International Process:

 

ITIL frame work provides a detailed description of a number of important IT practices with comprehensive checklists, task, procedures and responsibilities as best practice-good practice.

 This Frame work focused on the Customer and Process oriented.

• IT service management Process.

                                          -Service or Help Desk: The service desk is the initial point of contact with the IT organization for users. Major task are recording, resolving and monitoring problems.

 

• Service support processes.

 

Service support processes are defined for planning and control for internal service process .Service support processes contains incident management, problem management, configuration management, change management and release management.

 

• Service delivery Process.

The service delivery process is heart of library framework of IT Service management and contains service level agreement, financial management for IT services, capacity management, availability management, IT service continuity management and security management.

                             

• Keep Time Management

                       Map the process of a solution early

                       Time is money and money is profit.

 

Apart from this we will ensure the service management things like quality, policy, and process continuation, reasonable cost for product and services and quality assurance.       

    

     

  8. Select Top Level Management team as extremely:

 

 This High level management team is main heart of the business administrative and the below responsibilities are must for success of story.

 

• Team work and understanding with team and more experience
• More experience in a customer service support role
• Excellent organizational, time management and follow up skills.
• Understanding problem solving and analytical skills and team management
• General knowledge of computer networking, products and protocols.
• Knowledge of financial investment management skills
• Office management provide quality of service according to Job descriptions
• Integral approach of HR team
• Appoint good attorney for Provisioning and law conditions & stocking plans.

 9. Future software product development

 The success of technology support consider the following main core points

                  -Hardware requirement

                  -Software requirement

                  -Third party hardware/software requirement.

 

So product or system or infrastructure will adapt all kind of things simultaneously as chain functionality. If one who vehicle pass-through air, road and water surfaces, it will be a giant. Nowadays, open source technology is a set of principle that promote access to the design and production of goods and knowledge. Make FAQ (Frequently Asked Questions) manual and update monthly and ask Partner to shows those things in the product webpage link. Arrange the sessions of solution support team and partner’s Research and Development team co-ordination program , so the support team share the things with Development team regards that the customers what difficulties facing with product/service. When help to how develop the product as user friendly. This will help to how we will give the product or service is user friendly to customers. So channel partner product goes high, your solution service also get improve simultaneously. This makes it WIN-WIN formula.