At External IT we take the word “partnership” very seriously. That's how we view our relationship and responsibilities. We can be in touch, just to check up on you, every week.
Our ongoing relationship is exactly that, ongoing.
Proactive transition management
Transitioning to the cloud is made easier still by our Account Managers. During the first few weeks after you go live, our Support Group will communicate with everyone in your company using the Portal. We send emails requesting feedback and work closely with everyone to solve any transition-related issues.
General technical account management
Your company will have a Technical Account Management Team. These are people who are always available, and to whom you’ll have direct access.
Your Technical Account Management Team can discuss any strategic IT issues as well as anything outside the scope of day-to-day support. This includes new software packages, a new business solution, resolution of chronic issues, new offices, mergers/acquisitions,or simply escalating support issues.
Dedicated technical account management with monthly/weekly reviews
We offer plans with a scheduled monthly or weekly virtual meeting between a dedicated Technical Account Manager and your point of contact person/team. These meetings include a review of your system help logs in order to monitor response times, identify areas for improvement, and analyze trends to head-off issues.
This regular contact with your Technical Account Manager will develop a relationship that helps us to stay in tune with your changing business needs.
Success based on communication and feedback
In order to ensure effective communication, every client assigns an individual, or a team of people who will be responsible for acting as the primary liaison with our Technical Account Manager. We commonly work with IT administrators, CIOs, CFOs, and Operations Managers.
In essence, the External IT team becomes your company’s IT department under the direction and supervision of your point-of-contact person/team.
The role of your company’s liaison is to direct IT strategy, review our performance and identify areas where we can be even stronger. You’ll work with us to make improvements, provide the link between business and IT, and communicate whatever your new requirements may be.