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Episode 102 | Be proactive and grab your VIP pass to complete IT support

September 09, 2020

Episode 102 | Be proactive and grab your VIP pass to complete IT support


How can you avoid death by 1,000 glitches?
 
Be proactive.
 
In this episode of B2B Tech Talk, Keri Roberts speaks with La'Shaia Arrington, IBM TSS Business Partner Software Sales Leader, and Seamus Keane, Solution Architect, TSS U.S. Enhanced Services, about IBM Proactive Support.
 

You’ll hear about…

  • How outages and glitches can be the death of SMBs
  • The +21% difference in customer surveys
  • How your IT infrastructure protects your brand
We hate to refer to unprecedented times yet again, but standard support doesn’t cut it anymore for today’s unforeseen challenges.
 

Proactive is designed to not just be a service but a support solution.” — Shai Arrington

Proactive for Enterprise and SMBs
Costs associated with any unplanned outage can be damaging, no matter the size of your organization.

With COVID-19 impacting so much of our day-to-day operations, a lot of us are focusing on how to stop losing revenue more than how to effect digital transformation.
 
When companies are trying to run their business to 1) maximize ROI and 2) minimize operational costs, they aren’t always thinking about prevention.
 
But prevention is better than the cure.
 
IBM’s Proactive service drives higher customer satisfaction, accomplishing both organizational goals at once.
 
Proactive is the quickest and easiest way to get support for both power and storage. In other words, it increases the level of support for security and keeps your business running.
 
24/7 support and 24/7 power.
 

Yes, please.

Customer satisfaction versus glitches
IBM had a good, solid score of 76% for base support customers.

But for customers who had Proactive Support, they scored 97%.
 
(And that 21% increase makes a big difference.)
 
Shai explained that standard support doesn't cut it anymore. It doesn’t rise to the occasion of the unprecedented challenges our businesses are facing.
 
For enterprise, valuable internal resources can focus on tasks far beyond why the form fillable field still isn’t populating.
 
For SMBs, the “eggs in one basket” syndrome stops applying because you don’t have to drop everything to learn about fillable fields.
 
The IBM Proactive team will respond to your “911” support calls.
 
Here’s how Seamus put it: “This team will respond fast, they're technical, they can get on top of the problem quickly and they can make it go away.”
 

Sounds like a dream, but it’s real life.

Where is technology going in the next year?

Shai: The hybrid environment of physical and cloud infrastructure needs to interoperate together to be successful because mission critical applications are running in there—and you’re trying to do rapid app development simultaneously.

Seamus: Current events have accelerated a lot of the trends that we've already been seeing in the industry—Linux, the cloud, and upgrading the IT infrastructure.
 
To learn about Proactive, connect with Marjorie Wermuth, the Director of Services for IBM at Ingram Micro.
 
To join the discussion, follow us on Twitter @IngramTechSol #B2BTechTalk
 
Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify, Apple Podcasts, or Stitcher. You can also listen on our website.