Progent's Consulting Expertise, Help Desk Call Center, and Ticketing for IT Service Organizations in Birmingham
ProgentProgentís consulting services for IT service organizations in Birmingham Alabama allows your company to provide your clients Progent's consulting and Help Desk support with your own branding as a transparent extension of your regular network services group. This can ease the way for you to grow your client base, expand your service catalog, create happy customers, and improve your profits.

Progent's roster of network engineers, desktop support technicians, IT administrators, and data security professionals have acted as seamless supplements to the IT staffs of some of the worldís biggest IT service businesses. Progentís breadth and depth of technical knowledge enables you to add to the capabilities of your IT service practice, and Progentís transparency helps you strengthen and protect your company's brand.

Progent is a network support firm with two decades of experience providing remote consulting services to small and mid-size businesses. Progent is a Microsoft Partner and has one of the biggest groups of Cisco CCIE network infrastructure engineers of any independent IT services firm in the world. Progent has provided remote IT support and consulting to customers in every state in the country. (Check out recommendations from Progent's customers.)

Providing Progent's Services With Your Branding
Progent's reseller program for IT service providers features transparent resale to your clients of world-class IT services. Progent bills you directly and performs under your instructions to deliver your clients consulting and support services under your branding. In addition, Progent offers an affordable Off-hours Support Program for customers who require access to 24x7 support.

Help Desk and Ticketing Services for Network Service Firms
Ticketing is the heart of an efficient Help Desk. But full-featured ticketing systems are not just costly to license and staff, but also difficult to configure and maintain. Smaller IT service companies rarely have the required resources. Progent's Call Center and ticketing program offers IT service firms an affordable way to keep their own branding while providing their customers world-class desktop support services built around an advanced ticketing system and supplemented by rapid escalation to high-level experts.

Features of Progent's Help Desk Call Center and Ticketing Program for IT Service Providers
Progent's Help Desk and ticketing solution for IT service companies takes advantage of Progent's investments in highly scalable ticketing technology, an online desktop services team, and a group of geographically dispersed subject matter experts (SMEs). You can use Progent's ticketing platform as a secure tenant or Progent can set up communications with your existing ticketing system. The features offered with Progent's Call Center and ticketing solution enable your IT service firm to increase your support volume, the range of technologies your firm can handle, the number of {geographies you can serve, and your hours of availability.

Key features of Progent's Call Center and ticketing solution for IT support organizations include:

  • Progent's remote desktop support staff delivers Level 1 end user assistance with 1-hour service level agreement to begin work during standard work hours.
  • Standard support hours are 5am to 7pm Pacific Standard Time, five days per week.
  • Extended hours support is offered at additional cost.
  • Optional onsite service in major metros is offered throughout the country at extra cost.
  • You have full control of your clients and invoicing.
  • Your clients submit incident reports by means of your branded Internet portal, an 800 phone number, or by directing an email to your designated mailbox.
  • Each end user request automatically becomes an open request in the ticket system.
  • Service tickets can be tracked and updated remotely until resolution.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
For additional information about Progent's Call Center and ticketing outsourcing program, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting for IT service firms allows your support team to act as a sole point of contact for virtually all technical guidance and troubleshooting your clients may require. You can grow your staff and core IT skills at your own pace without being forced to decline opportunities owing to a lack of expertise or a shortage of bandwidth.

Key aspects of Progent's Reseller Program for Network Service Firms include:

  • Transparent Service Delivery: Progent acts as a transparent supplement to your internal support team, under your coordination, and bills your firm instead of your customer.
  • By-the-Minute Billing: Progent bills by the minute to reign in expenses.
  • Extensive Documentation: Progent uses an enterprise-class reporting system to ensure that all IT services delivered are thoroughly documented. This enables your IT support organization to shift service assignments to internal consultants once you have sufficient people and relevant technical skills.
Top advantages of Progent's Reseller Program for Network Service Firms include:
  • Safely Expand Your Service Business: You can easily and affordably take on more jobs outside your main fields of expertise and serve new geographies without assuming the risks involved with expanding your head count too rapidly.
  • Re-enforce Your Name: You can solidify your positioning as a full-spectrum network support firm by delivering more solutions to more customers under your own company name.
  • Add to Your Services Portfolio: Progent offers top-tier support in a wide range of IT disciplines and can act as a reliable reservoir of skills for growing your IT service operations.
  • Fast Problem Escalation: Thanks to a large team of senior consultants ready to help, Progent can transition rapidly from Tier 1 to Tier 3 services so even the toughest problems can be handled promptly.
  • Make Your Customers Satisfied: Satisfied clients keep coming back. By teaming with Progent, you can keep delivering solutions without ever requiring clients to seek expertise from other support firms.
  • Online Support Professionals: For 20 years, Progent has delivered online network support from Call Center support to high-level consulting. Efficient remote support cuts costs while delivering quick results.
  • Top Certifications: Progentís IT experts have earned advanced certifications from Microsoft, Cisco, Apple, VMware, Citrix, IBM, and other leading vendors. Progent's security and compliance experts have earned advanced certifications including ISSAP, CISM, and CRISC. Find out more about Progent's certifications.
For a PDF datasheet describing Progent's program for reselling Progent's IT services under your own brand, download Progent's Reseller Program for IT Service Providers.

Progent's Areas of Expertise for Birmingham, Alabama Businesses
Progent's veteran roster of certified consultants and technical experts can deliver Birmingham, Alabama companies a wide range of remote technical guidance and troubleshooting services. Areas of expertise covered under Progent's reseller program for IT service organizations include:

Learn More Details About Progent's Reseller Program for IT Service Organizations in Birmingham, Alabama
To learn more details about Progent's consulting support for IT service firms in Birmingham, Alabama, call 1-800-993-9400 or refer to Contact Progent.