FAQ | OCI Global

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Employees are working harder and longer than ever. Technology plays a critical role in improving employee productivity, helping them work faster and smarter. But, if technology should fail or your employee cannot utilize it effectively, critical deadlines can be at risk, pressure mounts and morale suffers.

Most executives agree that employees are their most important asset. But when employees are trying to fix technology issues through trial and error, they are not doing the job they are being paid to do.

OCI’s personalized support and training doesn’t just get employees back to work, it helps them work better.
Remote support may not be the best solution for every organization within your enterprise. There are some teams that rely on technology more than others and for whom lower productivity — caused by a technology problem — is more expensive to your company. For these teams, drawbacks to remote support can include:

Inability to fix a hardware failure: A remote support specialist can’t be there in person to help an employee with a common hardware problem like a failed system or a broken phone screen. If your employees have no onsite hardware support when a failure occurs, their productivity is immediately and severely impacted until that hardware failure can be fixed.

Limited device support: Remote support organizations typically service laptops and desktops. Few, however, support tablets and smartphones. Yet, increasingly many employees working within high-impact teams require interchangeable use of this wider range of devices. One trip to the Apple Store for guidance on a phone or tablet problem can take key employees away from work for multiple hours at a time.

Longer time to repair devices: An employee who is under pressure to meet a critical deadline may need to wait a considerable time for phone-based support. In addition, resolving a problem remotely often takes longer than when a support specialist can actually see and touch the device.

Holistic diagnosis: Some technology problems are harder to diagnose than others. A device may exhibit unpredictable symptoms or slight changes that a remote support specialist is unable to view. An onsite specialist has the advantage of being better able to see the problems in real-time and ‘connect the dots’ to reveal the problem — and the fix — on the spot.

Delayed or no access to loaner devices: If the problem cannot be resolved over the phone, a remote support specialist can’t immediately provide a loaner system, so the employee remains unproductive until a loaner device can be located and set up.
OCI supports all types of employees, from those who are tech-savvy to those who are not. Commonly, OCI supports the following organizations: sales, operations, engineering, finance, marketing, manufacturing, distribution, customer service and HR.
Regardless of how technically proficient an employee might be, they will still have ‘How do I?’ questions. The typical training model of going offsite for a training class or searching online training materials simply doesn’t work. The pace of business today is just too fast. So employees are forced to ‘make do’ — doing things the old way, instead of the more productive way. But ‘making do’ comes at a cost. When their questions are answered effectively and quickly, employees minimize downtime and get back to work immediately, potentially delivering hours of additional productive work time per month.

OCI experts are there, face-to-face, exactly when we’re needed. We’re armed with the knowledge your employees need. We can show them exactly what they need to know and precisely how to do it — in minutes, not hours.
OCI services are complementary to your corporate IT offerings. Our goal is to extend the reach of IT to individual employees and teams. We’re committed to integration with your IT processes and standards. A critical part of our on-boarding process is focused on understanding your IT organization’s requirements and developing a channel for regular two-way communications. Establishing a close working relationship with IT is one of our top priorities.
Security compliance of all employee devices has never been more important. OCI experts can help ensure your company’s compliance of every device we see by checking that the latest software updates have been installed and settings are up-to-date and consistent with company policy.
From a quantitative standpoint, we monitor and report on metrics that show the number of employee visits to OCI locations, trouble ticket resolution times, and reasons for visits. Every visit to an OCI location represents some form of productivity savings: a device fixed hours faster than if your employee had to travel offsite or ship it off for repair — or your employee is able to get more done in a single workday.
OCI customizes our pricing based on:

What types of services you require. For instance, if you want OCI to provide on-prem systems support, our pricing will address the number of systems you have and will staff your location with OCI experts with enterprise skills.

Hours of coverage: At OCI, we’re open when you are open. Our pricing will adapt to the service hours you require.

The size of your employee population: We staff your onsite OCI location to ensure prompt, personal service for the number of employees who work close by.

We’d be happy to work with you to provide a proposal that will outline pricing specifically tailored for your situation.
Contact OCI Global today.

Employees are working harder and longer than ever. Technology plays a critical role in improving employee productivity, helping them work faster and smarter. But, if technology should fail or your employee cannot utilize it effectively, critical deadlines can be at risk, pressure mounts and morale suffers.

Most executives agree that employees are their most important asset. But when employees are trying to fix technology issues through trial and error, they are not doing the job they are being paid to do.

OCI’s personalized support and training doesn’t just get employees back to work, it helps them work better.
Remote support may not be the best solution for every organization within your enterprise. There are some teams that rely on technology more than others and for whom lower productivity — caused by a technology problem — is more expensive to your company. For these teams, drawbacks to remote support can include:

Inability to fix a hardware failure: A remote support specialist can’t be there in person to help an employee with a common hardware problem like a failed system or a broken phone screen. If your employees have no onsite hardware support when a failure occurs, their productivity is immediately and severely impacted until that hardware failure can be fixed.

Limited device support: Remote support organizations typically service laptops and desktops. Few, however, support tablets and smartphones. Yet, increasingly many employees working within high-impact teams require interchangeable use of this wider range of devices. One trip to the Apple Store for guidance on a phone or tablet problem can take key employees away from work for multiple hours at a time.

Longer time to repair devices: An employee who is under pressure to meet a critical deadline may need to wait a considerable time for phone-based support. In addition, resolving a problem remotely often takes longer than when a support specialist can actually see and touch the device.

Holistic diagnosis: Some technology problems are harder to diagnose than others. A device may exhibit unpredictable symptoms or slight changes that a remote support specialist is unable to view. An onsite specialist has the advantage of being better able to see the problems in real-time and ‘connect the dots’ to reveal the problem — and the fix — on the spot.

Delayed or no access to loaner devices: If the problem cannot be resolved over the phone, a remote support specialist can’t immediately provide a loaner system, so the employee remains unproductive until a loaner device can be located and set up.
OCI supports all types of employees, from those who are tech-savvy to those who are not. Commonly, OCI supports the following organizations: sales, operations, engineering, finance, marketing, manufacturing, distribution, customer service and HR.
Regardless of how technically proficient an employee might be, they will still have ‘How do I?’ questions. The typical training model of going offsite for a training class or searching online training materials simply doesn’t work. The pace of business today is just too fast. So employees are forced to ‘make do’ — doing things the old way, instead of the more productive way. But ‘making do’ comes at a cost. When their questions are answered effectively and quickly, employees minimize downtime and get back to work immediately, potentially delivering hours of additional productive work time per month.

OCI experts are there, face-to-face, exactly when we’re needed. We’re armed with the knowledge your employees need. We can show them exactly what they need to know and precisely how to do it — in minutes, not hours.
OCI services are complementary to your corporate IT offerings. Our goal is to extend the reach of IT to individual employees and teams. We’re committed to integration with your IT processes and standards. A critical part of our on-boarding process is focused on understanding your IT organization’s requirements and developing a channel for regular two-way communications. Establishing a close working relationship with IT is one of our top priorities.
Security compliance of all employee devices has never been more important. OCI experts can help ensure your company’s compliance of every device we see by checking that the latest software updates have been installed and settings are up-to-date and consistent with company policy.
From a quantitative standpoint, we monitor and report on metrics that show the number of employee visits to OCI locations, trouble ticket resolution times, and reasons for visits. Every visit to an OCI location represents some form of productivity savings: a device fixed hours faster than if your employee had to travel offsite or ship it off for repair — or your employee is able to get more done in a single workday.
OCI customizes our pricing based on:

What types of services you require. For instance, if you want OCI to provide on-prem systems support, our pricing will address the number of systems you have and will staff your location with OCI experts with enterprise skills.

Hours of coverage: At OCI, we’re open when you are open. Our pricing will adapt to the service hours you require.

The size of your employee population: We staff your onsite OCI location to ensure prompt, personal service for the number of employees who work close by.

We’d be happy to work with you to provide a proposal that will outline pricing specifically tailored for your situation.
Contact OCI Global today.