West Central Net Selects SecurityCoverage’s TotalTech Services to Solve Its "Out-of-Scope" Service Calls
Through its TotalTech Services, SecurityCoverage will provide West Central Net with 24/7/365 “Virtual Geek Squad” like computer, networking and technology support for both Windows and Mac.
Cedar Rapids, IA, October 15, 2010 --(PR.com)-- SecurityCoverage announced today that West Central Net will be utilizing TotalTech Services to assist with their “out-of-scope” service calls. West Central Net is located in San Angelo, Texas, with an Internet subscriber base of 25,000 and supporting 4,700 service calls per month. They began as an Internet Service Provider during the early stages of modern day Internet services and have evolved over the years to now provide additional Professional Services ranging from Infrastructure Deployment for CALEA Compliance, to Network Engineering, Systems Integration, and Project Management.
Through its TotalTech Services, SecurityCoverage will provide West Central Net with 24/7/365 “Virtual Geek Squad” like computer, networking and technology support for both Windows and Mac. West Central Net’s ISP Help Desk found that 20% of their ISP support calls were considered “out of scope,” and were looking for an option to continue to provide the same level of service while being able to focus their resources on their core ISP support offering. “We receive calls each month from subscribers looking for support with their computer or printer issues, as well as e-mail client and virus related problems,” states Beau Rogers, Tech Support Supervisor, West Central Net. Previously, West Central Net would send their out-of-scope service calls to a national electronic retailer or refer them back to the product manufacturer with little to no feedback on resolution. “The TotalTech service is set up as an extension of our support center. This keep our customers within our brand and, with SecurityCoverage’s reporting options, keeps us informed on basic issues such as case times, problem types and call resolution,” adds Rogers.
“With today’s digital lifestyle and complex computer hardware and software, it’s more difficult than ever for computer users to know how to solve technology related problems - that’s what makes SecurityCoverage’s TotalTech Services so valuable,” states Robert O’Dell, President and CEO of SecurityCoverage. “Whether it’s for out-of-scope support or as an addition to your current product line, we offer our Partners a solution to drive new revenue and capitalize on this consumer demanded service,” adds O’Dell.
TotalTech Services are completed remotely, providing West Central Net’s end users with time saving benefits while avoiding the hassle of unplugging and hauling their PC to a shop. By utilizing SecurityCoverage’s Clever Assist support solution, TotalTech Services technicians establish a safe and secure web access and, with end-user acceptance, work remotely to resolve their PC issues.
TotalTech Services include:
Free Diagnostic Service
Get an upfront PC diagnostic to help recommend the right repair solution.
Total Tune-Up
Make the necessary updates and changes to your PC to get it running smoothly again.
Virus and Spyware Removal
Identify and remove malicious viruses, perform PC updates and provide tips on how to avoid future infections.
Complete Care
Save money by combining Total Tune-Up and Virus/Spyware Removal.
Advanced Repair
Quality advice and remote support to diagnose and repair PC problems that is outside the scope of PC Tune-Up and Virus/Spyware Removal.
OS Training and Customization
A personal, in depth training of your new operating system, including setting customization.
Total Membership
Get peace of mind with full access to all TotalTech services for one year.
Revenue Opportunities
Partners earn revenue on each TotalTech service sold.
About SecurityCoverage
SecurityCoverage provides fully managed, fully supported, corporate-style desktop computing security and technical support services to individual users through a partnership group of Internet Service Providers, telecommunications and cable companies, electronic retailers, value added resellers and financial institutions across the nation. Headquartered in Cedar Rapids, Iowa, the privately owned company offers a one-stop shop suite of web-based products and services, designed to drive revenue and promote customer loyalty. These products and services give individual users the same level of “hands-free” support, “hands-free” protection, and convenience large corporations provide their employees. Product and company information is available at www.securitycoverage.com.
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Through its TotalTech Services, SecurityCoverage will provide West Central Net with 24/7/365 “Virtual Geek Squad” like computer, networking and technology support for both Windows and Mac. West Central Net’s ISP Help Desk found that 20% of their ISP support calls were considered “out of scope,” and were looking for an option to continue to provide the same level of service while being able to focus their resources on their core ISP support offering. “We receive calls each month from subscribers looking for support with their computer or printer issues, as well as e-mail client and virus related problems,” states Beau Rogers, Tech Support Supervisor, West Central Net. Previously, West Central Net would send their out-of-scope service calls to a national electronic retailer or refer them back to the product manufacturer with little to no feedback on resolution. “The TotalTech service is set up as an extension of our support center. This keep our customers within our brand and, with SecurityCoverage’s reporting options, keeps us informed on basic issues such as case times, problem types and call resolution,” adds Rogers.
“With today’s digital lifestyle and complex computer hardware and software, it’s more difficult than ever for computer users to know how to solve technology related problems - that’s what makes SecurityCoverage’s TotalTech Services so valuable,” states Robert O’Dell, President and CEO of SecurityCoverage. “Whether it’s for out-of-scope support or as an addition to your current product line, we offer our Partners a solution to drive new revenue and capitalize on this consumer demanded service,” adds O’Dell.
TotalTech Services are completed remotely, providing West Central Net’s end users with time saving benefits while avoiding the hassle of unplugging and hauling their PC to a shop. By utilizing SecurityCoverage’s Clever Assist support solution, TotalTech Services technicians establish a safe and secure web access and, with end-user acceptance, work remotely to resolve their PC issues.
TotalTech Services include:
Free Diagnostic Service
Get an upfront PC diagnostic to help recommend the right repair solution.
Total Tune-Up
Make the necessary updates and changes to your PC to get it running smoothly again.
Virus and Spyware Removal
Identify and remove malicious viruses, perform PC updates and provide tips on how to avoid future infections.
Complete Care
Save money by combining Total Tune-Up and Virus/Spyware Removal.
Advanced Repair
Quality advice and remote support to diagnose and repair PC problems that is outside the scope of PC Tune-Up and Virus/Spyware Removal.
OS Training and Customization
A personal, in depth training of your new operating system, including setting customization.
Total Membership
Get peace of mind with full access to all TotalTech services for one year.
Revenue Opportunities
Partners earn revenue on each TotalTech service sold.
About SecurityCoverage
SecurityCoverage provides fully managed, fully supported, corporate-style desktop computing security and technical support services to individual users through a partnership group of Internet Service Providers, telecommunications and cable companies, electronic retailers, value added resellers and financial institutions across the nation. Headquartered in Cedar Rapids, Iowa, the privately owned company offers a one-stop shop suite of web-based products and services, designed to drive revenue and promote customer loyalty. These products and services give individual users the same level of “hands-free” support, “hands-free” protection, and convenience large corporations provide their employees. Product and company information is available at www.securitycoverage.com.
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Contact
Teisha Welsh
319.298.4731
www.securitycoverage.com
319.298.4731
www.securitycoverage.com
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