Choosing a technology partner is tricky. How can you be sure that they have the capabilities needed to support your business?
In this video, Founder & CEO Ian MacRae answers six of the most common questions that prospective clients have about our services and support.
E-N Computers is a regional IT services company working to help organizations to have efficient and cost-effective support for their technology needs.
We directly support employees so that they can work efficiently every day. And we work with IT professionals and business leaders to have the tools and insights needed to make good business decisions.
(00:30) Why do you charge $150 per user per month? (Note: Fully managed IT services are now $120 per user per month)
One of our top questions has to do with cost. There are a lot of technology solutions out there. A lot of those solutions can be very inexpensive.
The difference between a technology solution and getting results in your business is having somebody that’s going to slow down and work with you to ensure that your people are educated and that you have a process around the technology. And that that process includes setting the technology up for best practices and for success
It’s the difference between a backup solution and actually recovering from a disaster. Having a backup solution is a quick piece of technology that you buy. But recovering from a disaster means really having your business and your team prepared with all of the things that you have to go through to be in business the day after the disaster.
Why are we more expensive? Because we’re not just a quick technology solution.
(01:32) Where are you located? What are your response times?
Our headquarters are located in Waynesboro, VA. This is where we do remote support and we have our data center.
Then we work with technicians that are in the field in all the areas that we support. They go directly from their homes to our clients; businesses for emergencies and for scheduled visits.
We offer a live answer help desk where you can call in and start speaking to a dispatcher to get Technical Support right away. Or, you can send an email, or even use our online support wizard, where you can immediately book a specific time to work with a technician on a problem.
For emergencies, we respond within 15 minutes 24/7, and our goal is to have emergencies resolved within 4 hours, whether that can be done remotely or we need to come on-site.
(02:24) How does on-site service work?
We offer two types of on-site service. For unplanned or unscheduled issues we can send a technician to your site same-day or next-day for a fixed fee.
But we find that our clients really love that we will preschedule our on-site visits. This allows you to plan the changes that you’re making in your organization, and make the best use of our technician’s scheduled time.
(02:51) How do my employees get in touch with you?
You or your employees can get in touch with us over the phone or through the web – really any means you’d like. You can submit an electronic request, call us or schedule a meeting directly with a technician. This option lets you get support on your own terms.
We know your people are busy, but our instant appointment-booking system lets any of your employees set aside time to work on an issue when it’s most convenient for them.
(03:22) How do you provide IT strategy?
It’s an integrated process where we talk to the help desk and understand what issues are happening day to day. We have assigned engineers that are responsible for working with you to understand how your systems are set up.
We work to implement best practices, and any gaps are brought to the attention of your account manager. This is somebody who gets to know the needs of your business and looks at the data coming in from the technical people. Then they’ll help you build a road map to get the results that your business needs around the technology.
- What type of budget is needed and when?
- When is downtime needed?
- What are the organizational changes that need to occur to get the results that the business needs?
(04:10) What happens after I sign the contract? How long does it take?
Once you sign on with E-N Computers, we begin an onboarding process. The onboarding process is driven through a project manager and assigned engineers, and it’s our responsibility to collect all the important data about your network and to keep you informed about your position with your technology.
During that process, we’re getting backup operations and security operations up and running, as well as getting the help desk ready to go.
We’ll also work to off board any previous vendors or employees that might have been supporting your business in an orderly and positive fashion and secure your systems during that transition.
Once you sign the contract, we’ll hold a kickoff call within one week.
From there every client is a little different, but what we recommend is to have at least a 30 day transition plan. This will allow for usually some sort of overlap or cross training between the outgoing IT company or employee and E-N Computers.
If you have any more questions about how our process works, please feel free to reach out to me, and I look forward to working with you!
Is your business ready to weather changes, including employee turnover? Find out by taking our IT maturity assessment.
You’ll get personalized action items that you can use to make improvements right away. Plus, you’ll have the opportunity to book a FREE IT strategy session to get even more insights into your IT needs.