By Alan Lloyd

Telephony technology has evolved immeasurably over recent years, moving towards increasingly sophisticated software-led multi vendor platforms managing a complex mix of voice and data over one connection. So if technology has evolved, why haven’t support services?

Despite exciting developments in unified comms, telephone system maintenance has stood still. All telecoms partners continue to offer standard SLAs: engineers will either offer technical support over the phone, dialling into systems to fix a fault, or go in person if the fault can’t be fixed remotely. It gets the job done, but these SLAs hardly set the pulse racing. An increasingly complex telephony system requires a more proactive approach to managed services.

G3 Telecommunications has broken the mould with the introduction of its revolutionary G3://4D service. G3://4D launches a pre-emptive strike on faults, locating and fixing them remotely often before the customer even notices there’s something wrong. Instead of the industry’s traditional break/fix support service, G3://4D solves problems proactively, sorting them out before they affect the smooth running of your business. No other provider offers this service. Even if your existing telecoms partner meets their SLA, in an ideal world you’d never even have to contact them about a problem. With G3://4D it’s already been spotted and fixed. This preventative maintenance is unique to G3 customers and is part of our standard managed service.

Our existing customers have provided us with some statistics that speak for themselves:
With traditional break/fix maintenance, if you raise 100 support tickets to the service desk, 60 will be successfully resolved, 40 will be ‘ticket closed, no fault found’. With G3://4D there will actually be 213 tickets raised as we’ll notice issues before they become service affecting, 117 will be resolved without you even being aware, 73 will be resolved with your knowledge and 23 will close with no faults found.

In the day-to-day running of a business, these statistics start to take on increased significance. A G3 client (Clive Knott, IT director at Olswang LLP) said: “Whilst downtime is not an option in our business, this is the real world and problems do happen. In G3 we saw a partner that could respond rapidly to any technical issues before they become business issues.” In doing so, it reduces the deployment of engineering resources and cuts the total cost of service delivery - a win-win in anyone’s book.

We developed G3://4D because we believe this is the future of managed support services. It’s all about launching a pre-emptive strike, getting to the root of the problem before it impacts on business. Throw out the old rule book: to fix is to fail.

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