n-Time, a networking skills partner to the IT channe and part of JSE-listed MB Technologies, focuses on taking the risk away from the reseller by providing assistance where it is needed most. One of the ways the company does this is through its networking help desk, which is specifically geared to providing technical networking support to the reseller.
"This means that resellers no longer have to carry the burden of keeping highly skilled people with exorbitant salaries on their payroll," says n-Time managing director Guy Venter. "n-Time ensures that these skills are made available at a fraction of the cost, so that resellers can provide better service to their own clients."
"Resellers can log a call to the help desk via a single national number," Venter explains. "Technical support is either provided immediately, or the call is electronically escalated to a technical expert equipped with the appropriate level of expertise and knowledge."
All calls - from the time they are logged until the client is billed - are also accurately monitored and tracked. "Record is kept of the time the call is made, which technician it is assigned to, and how long it takes to solve the client`s particular problem," says Venter. "In this way we can keep track of which calls are taking too long and deal with them immediately."
In addition, n-Time also provides its clients with any statistics they may require regarding their calls to the help desk, such as how many were made in a particular month, and how long did they take to process. "It`s all part of our commitment to provide the best possible support service to the client at all times," Venter says.
n-Time`s technical experts boast expertise in a wide range of fields, and their skills cover the full spectrum of networking software and hardware, including Novell, Microsoft, Cisco and 3com. n-Time being a national Novell Service Partner, are obliged take calls from end users for Novell problems.
n-Time will also implement help desks for their clients to enable them to deliver better service and, in turn, improve their own revenue.
"We do not sell products - we sell skills to IT companies large and small. The networking help desk is the ideal cost-effective solution for small to medium-sized companies looking to provide added value to their clients," Venter concludes.
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