DTSO Offers Advanced Support

“Sometimes your network can make you feel like you are a million miles from Earth…with Daly, you are never alone.” The tag line from Daly’s advertising says it all. Daly, a nationally acclaimed value-added re-seller that currently supports over 100,000 seats in the public and private sectors, specializes in Help Desk/Call Centers, Warranty and Break/Fix support, Network support, and Customized Roll-outs & Solutions.

Daly is ranked as one of the top 500 value added re-sellers in the country according to VAR Magazine. I recently sat down with the manager of technical services, Ray Morton, to learn how Daly not only provides commodities to its customers, but also a wide-range of technical support.

Daly Technical Services Organization (DTSO) consists of a nationwide call center and 24x7 help desk that works closely with its field technicians to provide onsite support for hardware and software issues; professional services that include storage and wireless specialists; system and network engineers; as well as web designers and programmers. To provide the aforementioned services, DTSO has instituted training and certification requirements that the technicians be either hired with or complete during their tenure in order to be promoted. Daly is authorized for all tier-1 manufacturers as well as Novell Netware, and is a Microsoft Solution Provider.

When a person phones the help desk for computer support, the operator learns of his or her issue, troubleshoots and tries to solve the problem. If the customer has a software dilemma the operator will usually resolve it over the phone. Hardware problems, on the other hand, get dispatched to a Daly field technician who travels to the customer site to deal with the problem hands-on.

Daly Technical Services is in the process of implementing immediate emergency response via remote control of the end-users system direct from the technician’s desk. This will allow the technician to troubleshoot and fix the customer’s hardware problem without leaving the office. The result of this effort, rapid response, is an important asset to any technology call center.

Along with immediate response, Daly’s help desk soon will allow customers the luxury of self-help by way of the Internet. Clients will be able to check on call dispatch, call status, asset management and knowledge-based information at their leisure with the convenience of their own computer

DTSO has a state-of-the-art service management system that tracks help desk calls, field services and service-level agreements (SLAs). The “web” portion of this system called DalyNet, provides customers with the ability to place new service requests, modify or check status of calls, search through the solution database, change or add assets, and check the status of sales orders.

“With all of these components, Daly has become a professional services organization that provides customized networked solutions focusing on SAN & wireless solutions, emergency response and end-user and workstation support,” said Mr. Morton.“We are adding to our solution sales staff to increase our services revenue two-fold over the next year”.

“While PC’s have become a commodity the impact on employee performance has increased. The attention and focus is on downtime, which has a serious impact on employee productivity and business profitability,” said Mr. Morton.“We are in a non-stop world.”

DTSO has many new offerings that provide solutions and minimize the impact of downtime.

For more information on the Daly Technical Services Organization call center please contact: support@daly.com, call 888-DALY-TEC, or visit www.daly.com.