CMIT Service Center Eases Internal IT Issues with Fully-Integrated Virtual Service Desk
July 07, 2009 // Franchising.com // Austin, Texas - Confusion, frustration and disorganization... these are the symptoms of small to mid-size business (SMB) owners who cannot wrap their arms around the information technology (IT) issues they face. In response to the SMB community's ongoing struggle to identify, report and fix technology-related problems, CMIT Solutions today announced the release of CMIT Service Center, the world's first co-managed service desk -- a simple web-interface for submitting issues and tracking progress.
"As head counts shrink and budgets tighten, America's business owners want to squeeze every last drop of efficiency out of their technology systems," said Jeff Connally, president and CEO of CMIT Solutions, a leading IT solutions provider for small and mid-size businesses with more than 100 franchise locations nationwide. "We designed CMIT Service Center to meet the needs of today's SMB owners. When technology issues arise, they want to minimize downtime and streamline the reporting and repair process."
CMIT Service Center's most distinguishing feature is its direct link to CMIT Solutions' technicians. When an issue arises, detailed information is routed directly to CMIT Solutions. This seamless transfer of information fosters business continuity as data related to the technology problem is shared between internal and external IT support.
"We are putting SMB owners in control of their IT issues," added Connally. "They can determine which employees have access to the portal and what level of access they have. Then, when a company's employees submit an issue through the CMIT Service Center the 'ticket' can be automatically assigned to a resource. Total control is granted to the owner. It's that easy."
From e-mail and telecommunication systems to servers and software, CMIT Service Center helps keep businesses up and running at all hours. Whether it's an issue that an internal tech can handle, something that needs to be escalated to CMIT Solutions or a problem for another vendor to address, CMIT Service Center offers unlimited flexibility to share service requests through manual input or automatically when it is detected. The issue is assigned to the designated solution provider, internal or external, as predetermined by the business owner.
Additionally, CMIT Service Center delivers a built-in knowledgebase consisting of individual articles to help owners and their staff resolve common IT issues quickly.
"Every aspect of CMIT Service Center is designed to help lower the overall cost of technology," noted Connally. "The knowledgebase is for quick and easy-to-solve problems, and the 'ticketing' system minimizes downtime and unneeded service calls."
CMIT Service Center is the latest in CMIT Solutions' service innovations. Other technologically advanced service packages include: CMIT Marathon, keeping businesses running with network and server monitoring, remote access and support and telephone help desk services for end-users; CMIT Guardian, an affordable, flat-rate IT disaster recovery and data protection plan that safeguards important computer files; and CMIT Anti-Spam, protecting against spam, viruses and phishing exploits outside the corporate network.
CMIT Solutions (CMIT) is a leading provider of information technology (IT) professional services and products to small and mid-sized businesses (SMBs), and is uniquely capable of supporting SMBs anywhere, coast to coast in the U.S. By focusing on developing and maintaining local, trust-based relationships with its customers, CMIT is able to meet all of their IT needs. CMIT offers a wide variety of services and products, including enterprise-class services, at prices small businesses can afford. Because of its growing geographic presence and partner programs, CMIT is a very attractive sales and/or support channel for larger firms desiring to reach the millions of small and mid-sized businesses in the U.S.