3 Major Innovations in End User Tech Support


Personas, walk-up services, Self Healing Technology™, and the consumerization of IT support

Gartner’s Magic Quadrant for managed workplace services (MWS) North America 2019 report states that “Not only are users now demanding new workplace technologies, but they are also seeking support models that closely match what they experience in their personal lives.”1 End users are used to the support available from Google, YouTube, Genius Bars, and Geek Squads. Being able to provide familiar yet innovative support options increases productivity and elevates the end-user experience in an ever-changing IT support landscape.

From self-service and peer-to-peer to onsite walk-up services and persona-based models, MWS support options are available for end users of all technical skill levels. Innovations in MWS tech support are customizable for your organization and responsive to the needs of your end users. These innovative support models are exemplified in Persona Service Management and Walk-Up Services.

Tailored Service Management

Personas give you an understanding of what end users need so you can map them to IT resources, data, applications, and devices. By applying personas within IT support initiatives you'll realize the real-world benefits of improved control, governance, and management of your IT assets, as well as overall cost savings.

Persona Service Management aligns your technology with your business needs and end-user requirements. It ensures that the right people get the right applications, devices, and access when they need them. This simplifies your support processes by grouping end users with the same or similar data access, applications, and devices. Grouped users are then given access only to the support resources they require, while advanced analytics discover actionable intelligence to improve IT governance and end-user experience.

Choice, the Ultimate in IT Service

Walk-up services, like CompuCom’s Solution Cafe®, offer the convenience of onsite, consumer-focused technology support to your end users. Picture an on-premises walk-up service center where employees can stop by to get help with their technology hardware and applications. End users are provided peer-to-peer or expert support either on-demand or by appointment to handle hardware repairs, technology refreshes, software upgrades and more.

To make IT support even easier, MWS providers offer self-service mobile apps and desktop portals. By providing end users a single point of contact with multiple choices for service requests, apps deliver the enhanced, easy experience they are used to in their personal lives. Of course, innovation in end-user support doesn’t stop with personas, apps, and Solution Cafes. What if you were given the ability to fix common technology issues before they occur or cause disruption of service?

The Best Kind of Tech Support

The best kind of tech support is the kind that you don’t have to be present for at all. CompuCom leads with Self Healing Technology, because when your technology goes down, so does your productivity. This proactive solution continually monitors your devices for issues and anomalies and resolves them without interruption to the end-user or customer experience.

Advanced AI and automation save you time and money by decreasing resolution time, avoiding end-user troubleshooting and service desk phone calls. In the event that Self Healing Technology is unable to fix an issue, the system can automatically dispatch a technician with the right parts and tools to ensure the problem is quickly resolved.

Consumerize Your IT Support

Delivering end users “support services that are tailored and responsive to their needs, as well as allowing them to provide their own support or to source it from peers or experts directly”1 is central to what Gartner calls “the consumerization of support.”1 CompuCom’s walk-up and persona-based services, along with Self Healing Technology, are innovations designed to enhance your IT support initiatives while delivering an improved end-user experience and enterprise-wide cost savings.

1Source: Gartner “Magic Quadrant for Managed Workplace Services, North America” by Daniel Barros, Mark Ray, January 14, 2019.

Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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The content and opinions posted on this blog and any corresponding comments are the personal opinions of the original authors, not those of CompuCom.

  • Thomas McMillan's picture

    Thomas McMillan

    Vice President, Marketing and Product Management

    Thomas McMillan is Vice President of Marketing and Product Management at CompuCom with nearly 20 years of experience in technology, retail, and manufacturing.

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