Including the Convenience of Instant-Access Services

Outsourcing IT support gives you access to skilled professionals current on industry trends and best practices — and a way to customize specific services that fit your business while avoiding unnecessary overhead expenses.

Whether you want to outsource both Digital Support (Service Desk) and Field Support services or outsource field support to complement your existing capabilities, the right solution will help you maintain productivity and a great digital experience for your employees.

This is the final article in our three-part blog series on field support. The first two discussed dispatch-based support and campus-based support. Here, we’ll discuss instant-access services, including digital lockers and digital vending. We’ll also recap what to look for in a comprehensive field-support solution.

When Instant-Access Field Support Services are Needed

Digital lockers and digital vending add extra convenience and efficiency for your employees by increasing self-service capabilities. This is especially useful for situations where IT support is unavailable or it’s critically important or desirable to eliminate wait times. For example, busy healthcare professionals.

The Benefits of Digital Lockers and Digital Vending

Digital Lockers deliver several flexible solutions for employees. These include:

• Break/fix repair with onsite Advanced Exchange (employees get instant replacement while a fix takes place)
• Onboarding and offboarding of employees
• Handling e-waste
• Package drop-off and pick-up

We ensure network cabling and USB charging are available in each locker for charging and network connectivity for our digital lockers. We also offer UV lighting to help destroy bacteria and pathogens. Finally, we provide standard, customized reports and analytics to track assets and employee interactions.

Digital Vending offers employees a customizable, contactless experience for procuring IT peripherals. Products can be procured using an employee badge or credit card. Customizable reports and analytics allow employees to track inventory, manage products, and collect purchasing data.

Recap: Comprehensive Field Support with Services that Fit Your Business Needs

Outsourced support solutions are not one-size-fits-all; the best solution for your company fits your workforce and budget and readily scales as you grow. This blog series discussed the following main components of field support:

Dispatch Field Support Services

Remote, real-time resolution of IT issues is best. However, dispatch-based field support is the best solution when an in-person visit for further onsite diagnostics, a sophisticated setup, or a new part is required.

Onsite Campus-Based Field Support Services

Having onsite technicians dedicated to your business locations, such as a corporate park or campus, is invaluable, especially when incidents such as OEM hardware support, device repair, and VIP support, to name a few, are high. Plus, there are added benefits for your business such as personalized service, training, and proactive system maintenance.

Instant-Access Services

Increase convenience for your employees with expanded self-service capabilities, including digital lockers and vending.

We offer all the above services and residential support for corporate end-users. Each effectively addresses the needs of your distributed workforce.

The Extras that Make the Difference

Whatever combination of services fit your business, keep in mind that the ideal provider should offer you the following:

• Responsive and scalable support with flexible coverage options.
• Useful analytics and reporting as part of their efforts to drive continuous improvement of services.
• A holistic, individualized customer program for continuous improvement and quality management.
• A high first-time fix rate (by using our Field Operations Center to undertake triage and remote resolution, our average first-time fix rate exceeds 85%).

At Compucom, We are People Powered

There are many great reasons to outsource your IT support. Perhaps you want to cut costs by customizing support services to your needs, or your business is growing, and you want to provide 24/7 technical support. Or maybe you’re focused on developing operational agility to keep up with changing customer demands and new technologies and want broader expertise. 

Compucom offers high-quality dispatch, digital, and other field support services. Three things set us apart as a market leader — our highly skilled technicians, service delivery and governance excellence, and breadth of certified support across vendors and technologies. We are well-positioned to support your technology with over 6,000 technical resources. 

We cover 100% of the US and Canadian geographic economy, 92% with Compucom badged associates, and 8% with strategic partners. With our flexible, responsive, scalable IT support services, we’ve got you covered.

In this series:

• The Benefits of Field Support Services: Dispatch
• The Advantages of Onsite Campus-Based Field Support Services