Why your company needs an IT super user

We’ve coined the phrase ‘super user’ here and relay it to all our clients. Some of us prefer the term ‘IT champion’ though so we try to incorporate both terms to keep everyone happy. And it saves us repeating ‘super’ too often!

So, whether your company is large or small, international or independent, it can be very affective for your offices to assign at least one individual as the go-to person for all technology queries and dramas. It’s all very well having your IT systems made and fitted in a way that’s tailored totally to your business, but what happens when delivery finishes and leaves you with the tools?

IT support is not something that can come for free. Afterall, it’s someone’s valuable expertise that’s needed to maintain your systems and advise you as and when you need them. It’s likely to be cheaper and more time saving to train an inhouse team member as your super user. This will ensure your use of the time spent with your experts is efficient.

Why we ensure our clients have an IT champion/super user

Speed of resolution

Support and problem solving from your provider often needs lots of coordination and retained knowledge from the business it supports. This will consist of things that aren’t written down or shared such as confidential matters and general first-hand experience of the company’s workings. Without this knowledge, time can be lost – and therefore productivity. Providing the relevant knowledge or access to tools is something often built up over periods of time. It makes sense to have someone already within the business to take on the super user title to help transfer knowledge timely and effectively.

Relationships

Dealing with issues is both an internal job as well as external for your service providers. It can be a far better experience with an internal champion rather than just your external service providers. A third party won’t be in touch with your staff daily or individually, they’ll be focused on restoring the overall service. Therefore, your team will feel isolated in IT faults as there’s no mechanism for their experience to be managed. Your IT champ will have more of an idea of the pressures a particular person is under and can deal with them accordingly based on the activity from the external parties.

Getting your money’s worth

Quite often, systems and applications are maintained and supported from a technical rather than consumption point of view. If you implement a piece of software, you should take reasonability for ensuring that your staff can use it productively to support the agreed business outcomes. The supplier, more often than not, is not responsible for this. But a super user or IT champion can take that vital role. This person will be able to educate employees on how to use the systems correctly and therefore efficiently to meet the needs of the business. Alternatively, it could become quite a costly failure.

Sign up with us to start training your new IT super user/champion, whichever you like the sound of best!

Changing the industry for you

A case that inspired a transformation of telecoms industry processes right here in Leicester

How often is it that you hear businesses say they ‘go the extra mile’ for their customers, clients or guests? At Sempervox, however, this is not a phrase we tend to throw around.

What others might call ‘going the extra mile’ is simply standard practice for us around here. Our customer ‘mileage’, one might say, is something we take pride in but often fail to mention. We recently invited Niche Magazine; Leicester’s bi-monthly business publication, to our offices to get to know how each other works and they took particular interest in what they’ve been calling ‘Ben’s Case’ and it got us thinking so we thought we’d share it with you.

Our thought is that ‘going the extra mile’ is such a common statement for businesses to make – in fact, we ordinarily avoid it – but we have a very real case of it here. Ben’s case started because a client was having issues installing analogue services into data centres.

Our industry engagement officer Ben Attenborrow (40) humbly continues his work from our office in the city centre after working tirelessly to change the Openreach process in 2016.

An idea formed

Ben was seeing an increase in customer dissatisfaction because engineers were unable to complete installations first time. This was due to sites increasing their security clearance measures and Openreach processes having no agreed structure to allow for them. In short, the issue was resulting in many missed appointments and costs hitting our clients’ books.

Stemming from an individual client, he took his case to Openreach and started on his journey to resolve the matter. And, ultimately, improve the Sempervox service, saving clients’ time and money in conclusion.

Proving the need for change

Ben discussed the issues being faced with other industry members and found there were many companies experiencing the same. Consequently, Openreach and Ofcom accepted that there was a need for change. After that, he liaised with Industry Working Groups to complete a Proof of Concept design, trials, and full implementation to the whole industry. The change request was placed in November 2015.

An outcome to change the telecoms industry

He’d had created a service to allow communication providers to gain the names of engineers attending a site 48 hours in advance. He also had created a traceable Site-Specific RAMs (Risks and Methods) survey. These additions sound obvious but didn’t exist and could not be accessed. Subsequently, the concept was agreed in April 2016 and went live in July of the same year. We still actively review and amend the system as and when requirements evolve.

As a result of Ben presenting a compelling case, we wanted to supported him in his endeavours to better the industry. We ensured had time out of the office to attend the relevant groups and forums in London. We gave him the trust and space to develop his skills. And we treated him to first-class train fares and hotel stays. Therefore, giving the activity the status it deserved.

Next time you see a company claiming to go the extra mile, ask if they have any evidence to back this up. Did they ignite a revolution in their industry after a one common client grumble?

Why your business is limited by barriers

Why your business is limited by barriers

Why your business is limited by barriers

“Boundaries don’t have to mean barriers,” is one of the many clever catchphrases to describe modern-day business that our MD Mike Kapur OBE came up with during his speech at the KuKuConnect networking event held in Belvoir Castle last week.

He attended the Gratham location alongside Her Grace Emma Manners, Duchess of Rutland. This was a fitting scenario for Leicester’s Lord Lieutenant to make the statement being on the border of Leicestershire. Guests came from all over the East Midlands.

What Mike’s message means

‘Business without barriers’ is the message Mike promotes to new Leicestershire companies. He’s introduced to them by the local council to help support and advise them. His quote means this: look at the things you think of as barriers to your business and instead, see them instead as boundaries. This is a mindset that will help you think differently when challenges present themselves.

For example, we’ve just begun working with Niche Magazine; Leicester’s local business and lifestyle bi-monthly publication. While the magazine’s purpose is to promote what’s going on within the boundaries of Leicestershire, they are not limited by physical barriers. They can partner up with or work alongside companies further afield. Niche is able to communicate, work with, and team with organisations across the UK  and even the world  to grow its business in other areas. And it all comes down to IT management.

As an IT company we are part of the most ‘barrier-less’ industry there can be. It’s the internet, technology, and employee development that allows a company to exceed its boundaries. Companies use these things in a way that sets them aside from competitors.

You may have county boundaries, office boundaries, or budget boundaries. But, with a well strategised business plan that includes budgets for IT products, services, and training, you’ll never see these as barriers again.

Ofcom change the costs of using 08XX, 09xx & other non-geographic numbers

Ofcom:

Regulation changes for using 0800, 0900 and other non-geographic numbers. From the 1st of July 2015 the costs of calling NGNs will change to be an Access charge per minute + a Service charge per minute. Make sure that you check this Ofcom link and think about how you use NGNs.

http://www.everycloud.eu/res/Ofcom%20Changes%20to%20Non-Geo%20Numbers.pdf

Sempervox sponsors Leicester Riders basketball

Leicester Riders. The best Basketball team
Leicester Riders.
The best Basketball team

Join us at a match!If you have never been to a Basketball match, you are in for a treat! Fast and furious, yet great for the family. We would like to share the excitement with our action solar customers, what happened right after our annual meeting on Koh Samui, when we have rented extra large villa on the island.

Sempervox are a the official communications provider to the Leicester Riders Basketball Team, winners of the British Basketball League Cup.We will be working with the team for the next two years which will cover their move to a new state of the art arena.

Cloud? Why?

Thank heavens we have a generator.

Last week the pavement caught fire, and the power went off in our area! Lights went out all around us. All cloud service providers need to give you great confidence that hosting your business data away from your offices is a good idea. Here is one reason. not many SMEs can justify the expense of a generator to give cover in the event of a power outage, ‘ours earned it keep’ again last week.

Mobiles – contract renewal success

We have managed to deliver our 3rd mobile contract renewal for a particular customer, so far we have delivered over £12k cash-back into our customer’s business and reduced his per user usage charges each time.

Today, enterprises are very diligent about asset protection. The financial market expects high renewal rates and places a premium on organizations that consistently increase recurring revenue as a leading indicator of financial performance. Your customers miss valuable benefits such as upgrades, new features and availability unless they have a maintenance or service contract. Successful Renewals Management teams need key transactional information for service contracts and assets to efficiently earn repeated revenue for the organization.

With maintenance contracts, timing is everything. No matter how good your sales team is, they won’t get anywhere if they’re not approaching the right customer at the right time with the right sales pitch. Sales teams rely on technology to drive their success, such as contract renewal dates, clear connection between the customer contact data, covered product and installed base information.

To alleviate the stress of tracking all your customers individually and manually, Jade Global helps you to implement a completely automated Service Contract Renewals of the states of seo management solution to eliminate manual processes and make it more efficient for businesses to sell and transact renewals, resulting in improved ROIs. Never miss out on an opportunity for a renewal with our Jade Global renewals implementation.