Would you be interested in making a simple hardware swap that would cut the time you need to resolve hardware problems by 75 percent?
Intelecis Inc., a provider of managed security services based in Fullerton, Calif., certainly was interested.
The company, founded in 2010, provides IT support in southern California. Today Intelecis recommends Dell PCs based on Intel Core vPro processors in conjunction with its existing management-console software.
In this way, Intelecis has reduced the time it needs to resolve hardware problems from 45 minutes to just 15. Shortened the average time needed to resolve an OS problem by half, from 90 minutes to 45. And halved the average monthly downtime for the PCs it manages, from 50 minutes down to 25.
To learn more, we spoke recently with Intelecis’ CTO, Richard Lane. Here’s an edited account of our conversation.
Why do you recommend PCs built on the Intel vPro platform?
Because they allow us to maximize our technicians’ time. If a technician has to make multiple visits, that's a problem. Cutting down on those truck rolls by instead handling issues remotely really saves us time.
We can remediate almost everything remotely because we're standardized on Dell PCs built on the Intel vPro platform. That standardization simplifies our business.
How have you reduced the time to repair an OS problem by 50 percent?
I've been doing this for 40 years, and I’ve seen the same errors over and over again. So you know immediately how to handle an issue, and you don't have to go through every single step.
But we’ve never been able to get to the BIOS level remotely until we began activating the Intel vPro platform on our customers’ PCs. Being able to get below the OS and into the BIOS with Intel Active Management Technology helps a whole lot. We can make sure the customer hasn't changed anything. This can be a real game-changer.
How about patching?
Nowadays, with everyone working from home, remote diagnosis is a must-have. Employees rely on their business computers more than ever. The sooner we can get a PC repaired and get an employee back to work, the better that makes us look — and the happier and more productive that keeps our customers.
With all of these Zero Day exploits coming out, we need to make sure our customers are patched and secure. With PCs built on the Intel vPro platform and our RMM tool, we are knocking it out of the park with security patches.
It's great to be able to turn a system on remotely — especially if a customer has called, said their PC isn't working correctly, and then they shut it down and walked away.
You specify and recommend Dell PCs. Why Dell?
With the Dell Expert Network, we have a preferred phone number that gets us directly to a second-level technician. I tell them what we’ve already tried. Then they'll take care of it by the next day. I really like that.
I also love our dedicated account manager. We get quotes in just 45 minutes to an hour. And the quality of the systems cannot be beaten.