Piper Technology’s Vision is to help small and medium-sized companies leverage technology to support and improve their business and to do this at a cost structure that makes sense to companies in this market. We accomplish this goal using a unique set of processes and methodologies developed specifically to address the challenges encountered by businesses in this market segment. Our approach consists of a complementary set of strategies outlined below:
Proactive Maintenance
At the core of our approach is our focus on Proactive Maintenance. Piper Technology believes that computers at a basic level are no different than cars or other machinery and thus, must be maintained to provide reliable operation and performance. By taking a proactive approach to maintenance, Piper helps clients prevent issues before they cause lost or reduced productivity. We have developed a set of client, server and infrastructure maintenance processes and checklists that allow us to detect and correct many problems before they actually happen, thus minimizing or preventing expensive downtime, lost productivity and decreased employee morale.
Proactive Monitoring
Proactive Monitoring is a centralized network monitoring and reporting service utilized as a tool for proactive network support and management on a 24×7 basis. We’ll monitor your critical network devices and alerts. In the event of any problem our team of engineers will alert you. Proactive Monitoring scans servers, routers, firewalls and a multitude of services including connectivity, email, databases, processor utilization, and hard drive capacity. So if a problem occurs, we’ll call you to explain the situation and resolve it, day or night. Proactive Monitoring is offered at no cost to our maintenance plan customers.
24×7 Help Desk
Piper Technology’s help desk is the front line of defense in addressing your technology needs in an efficient and timely manner. Leveraging state of the art remote access software and a team of dedicated help desk engineers, Piper Technology is able to minimize your downtime and provide you peace of mind – 24 hours a day, 7 days a week.
Our 24×7 Help Desk provides the following benefits:
- State of the art remote access software that allows us to access your network and workstations, regardless of your location, from our central office, and diagnose and many times fix your issues without the need for an onsite visit.
- A custom-built ticketing and tracking system that assures your problems are immediately and effectively responded to, limiting your downtime.
- Detailed best practices and documentation enable us to provide quick answers to your IT problems without asking you complex technical questions.
- 24×7 coverage assures that regardless of when you need help, Piper Technology’s Help Desk will be there to assist you.
Personal Service
Providing excellent service is one of our principal areas of focus. We have found that when it comes to technology, communicating effectively can be the key to a successful partnership. To that end we provide a dedicated Account Manager to every client. Account Managers are not focused on selling to our clients, on the contrary, they are dedicated to bridging the gap between the client, technical personnel and other vendors. Account Managers have the mission of being the client’s advocate within Piper Technology, focusing exclusively on customer service and ensuring that clients get the answers they need, when they need them.
Online Client Portal
Having access to timely information is a key factor toward maintaining trust with our clients and empowering them to make the best decisions for their business. We want our clients to be as informed as they want to be in the process and that is the goal of our online client portal. Here, our clients can get secure, real-time access to the status of existing and resolved service requests, access a knowledge base of past support issues, monitor their support service usage, and view the extensive documentation Piper Technology gathers and maintains on the client’s technical infrastructure.
Technician Transparency
At Piper Technology we believe our clients should have access to the best technical resource for the job, period. We also believe that clients should not be “locked-in” to one technician and thus be subject to staffing issues, including technician availability, unscheduled absences, employee attrition and the “one guy knows it all” syndrome. We therefore focus, upfront, on gathering detailed technical information on your IT infrastructure, service providers, vendors and operation. We store all this information on our custom-built, secure, web-based support system, so all technicians within our company have access to this information.
The gathering and maintenance of this information is at no cost to client, we understand and acknowledge that there is a learning curve in every new client/vendor relationship and in technology this learning curve is sometimes steeper. We include a number of hours with every maintenance plan, at no cost to the client that allows us to gather the information we need upfront, so we can provide the very best level of service right from the start. This approach allows us to assign the best person for the job, not just the only one that has all the information.
We believe in empowering our clients to make the best decisions for their business and in not holding our client “hostage”, we thus consider this information to be the property of the client and provide it via the Online Portal or in written form upon request.
Excellence in Technology
We demand the very best from our technicians, as they are at the core of our business and a key component in our client relationships. We select technicians by finding that rare mix between technical excellence and business acumen. We continually set improvement goals for our technical personnel and all of our technicians possess or are actively engaged in obtaining industry standard certifications.
Our Account Managers are also held to a very high standard, with many of them also possessing industry standard certifications and continually focusing on their training and professional development. All new company employees attend a rigorous, two-day training at our main office where they are taught our philosophies, our processes, methodologies and our best practices. For technicians, this training is followed by three days of “shadowing” a senior technician to see, “in-practice” how our unique processes are applied in actual onsite client engagements.
Focus on IT Services
Our focus as a company is on providing Excellent Technical Services, but we understand that IT services are many times tightly coupled with hardware and software purchases. We thus partner with a variety of industry leaders in the technology field so we can offer our clients the best possible solution, not just the solution we are comfortable with or the one we make the best margin on. In fact, one of our core benefits is our focus on providing our clients with hardware and software at or below the best prices available anywhere, even if that means we sell these items at our cost. This allows our clients to take comfort in the fact that they are getting the best possible price on their hardware and software purchases, without them having to take on the hassle and additional overhead of working with yet another vendor. This also allows us to provide tightly integrated solutions and reduce the lost time and productivity caused by mistakes in purchasing and ordering of technology.
Industry Partners
