October 22, 2007
Rochester, Wisconsin – Runzheimer International recently announced the addition of Technical Support Services to its employee mobility offerings through a formal partnership with Paragon Development Systems (PDS). These services allow organizations to optimize the support provided to their mobile or remote office employees, such as sales and field service personnel, while minimizing internal Help Desk staff time, resources, and costs.
According to Greg Harper, President of Runzheimer International, “Our research indicates that almost 50 percent of the American workforce performs jobs that require them to be mobile, and this number continues to grow. These employees work outside of the traditional office setting and rely on mobile devices, including laptops, tablet PCs, Smart Phones, PDAs, Blackberry and other devices to access the information they need to remain productive. Their ability to support clients, prospects, and partners, and ultimately to retain and grow revenue depends on having immediate access to a knowledgeable Help Desk analyst.”
The mobile technology environment has grown increasingly complex over the last few years, placing greater demands on internal IT organizations to support mobile or remote office employees. In most organizations, with each device deployed there are “hidden” IT costs that emerge. These expenses are not part of the initial purchase price or even the implementation fee nor are they transparent in the short-term but become evident over time as the Help Desk staff supports an increasingly complex environment and finds it difficult to accomplish key projects and maintain satisfactory service levels with existing resources. According to virtual office industry expert J. Gold & Associates, the cost of supporting mobile workers is typically 25 to 50 percent higher than supporting end users who operate in a traditional office environment.
Runzheimer’s Technical Support Services compliment an organization’s internal Help Desk by uniquely focusing on serving the needs of mobile or remote workers, who tend to have more complex and time consuming support requirements. Runzheimer’s services include:
- 24 x 7 phone support and remote troubleshooting of mobile workers’ hardware and software incidents
- Best practice call center response, resolution, and availability service levels
- After-hours, weekend and overflow Help Desk support
- Support of Pocket PCs and Smart Phones, including lost or stolen device lockdown
- Support with “how to” questions on end users’ applications and devices
- 800 number and branded greeting for each client organization
- Call escalation process workflows configurable per client’s needs
- Ongoing reporting
- Support of custom hardware/software
"Runzheimer’s industry-leading virtual office benchmarking information and consulting expertise, coupled with our proven abilities to help clients implement change, optimize and manage processes and service levels, and stay abreast of mobile technology and policy trends, make us uniquely qualified to provide Help Desk services to mobile employees,” noted Harper.
Keith Fraleigh, Vice President of Management Services at Paragon Development Systems, stated, “We are very pleased to be working with Runzheimer International to offer this service to support mobile or remote office employees. Our services feature prompt, courteous, knowledgeable and experienced technical support staff using best-of-breed tools and leveraging business processes built on the ITIL® framework.”
Organizations gain numerous advantages by supplementing their existing Help Desk staff with Runzheimer’s services, including:
- Improved employee productivity and satisfaction
- Strengthened agility, enabling the IT organization to be proactive and innovative
- Ability to redirect IT staff to focus on mission-critical business objectives
- Greater ability to contain costs
- Access to best-in-class Help Desk service capabilities at affordable prices
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About Runzheimer International
Founded in 1933, Runzheimer International serves 60 percent of the Fortune 500. Recognized for providing innovative solutions relating to total employee mobility, Runzheimer is the global leader in business vehicle reimbursement programs, travel management consulting, employee relocation and compensation, virtual offices, and corporate aircraft.
About Paragon Development Systems
Celebrating 20 years in business, PDS has been a provider of high-value IT services and solutions to medium and large sized organizations. Headquartered in Oconomowoc, WI, with offices in Brookfield, Wausau and an in-house, world-class, 24/7/365 service desk solution at our Madison Technology Center, PDS services clients nationwide in four primary markets: healthcare, government/higher-education, corporate, and professional services. For more information, please contact PDS at 800.966.6090 or salesinfo@pdspc.com.
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For more information, contact Jennifer Ruppel at Runzheimer International, Runzheimer Park, Rochester, Wisconsin 53167, 262.971.2271, jmr@runzheimer.com, www.runzheimer.com.
