Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Organizations in Boston
ProgentProgent’s consulting support for IT service organizations in Boston Massachusetts enables your company to provide your customers Progent's consulting and Help Desk Call Center support under your company's brand as a transparent supplement to your in-house IT support group. This can put you on the fast track to add to your revenue, expand your service catalog, satisfy your clients, and increase your bottom line.

Progent's roster of network engineers, desktop support technicians, network admins, and cybersecurity professionals have worked as seamless adjuncts to the support groups of some of the world’s biggest IT service businesses. Progent’s breadth and depth of technical knowledge enables you to widen the scope of your IT service practice, and Progent’s close integration with your support team lets you promote and protect your branding.

Progent is an IT consulting firm with two decades of background delivering remote consulting services to small and middle-size companies. Progent is a Microsoft Certified Partner and maintains one of the largest groups of Cisco CCIE network engineers of any independent IT services company in the world. Progent has provided remote IT assistance and consulting to customers in every state in the U.S. (See recommendations from Progent's customers.)

Reselling Progent's Support Services With Your Own Brand
Progent's consulting program for network service firms offers seamless resale to your customers of world-class IT services. Progent bills your firm directly and performs under your instructions to provide your customers support services under your brand. Also, Progent has a low-cost Extended Hours Support Program for customers who need access to 24x7 support.

Help Desk and Ticketing Services for IT Service Organizations
Ticketing is the heart of a successful IT Call Center. But enterprise-grade ticketing platforms are not only expensive to acquire and staff, but also difficult to set up and manage. Smaller IT support companies rarely have the required financial or human resources. Progent's Call Center and ticketing program offers IT service organizations a practical way to keep their custom branding while providing their clients world-class desktop support services backed by a best-of-breed ticketing system and supplemented by rapid escalation to high-level experts.

Key Features of Progent's Help Desk Call Center and Ticketing Solution for Network Service Organizations
Progent's Service Desk and ticketing program for IT support organizations leverages Progent's sizable investments in advanced ticketing technology, a remote desktop support team, and a group of geographically distributed subject matter experts (SMEs). You can use Progent's ticketing platform as a secure tenant or Progent can set up data interchange with your existing ticketing system. The standard and optional features available with Progent's Call Center and ticketing solution enable you to expand your support volume, the diversity of technical issues your business can take on, the number of {geographies you can serve, and your overall availability.

Key features of Progent's Call Center and ticketing program for IT service firms include:

  • Progent's online desktop service team delivers Level 1 end user support with 1-hour SLA to commence work during normal work hours.
  • Normal service hours are from 5am to 7pm PST, five days per week.
  • Extended hours support is offered at additional cost.
  • Optional on-premises service in major metro areas is available throughout the US at extra cost.
  • You keep complete control of your clients and billing.
  • Your customers submit service requests through your own branded Internet portal, a toll-free number, or by directing a message to your dedicated email address.
  • Each end user request automatically becomes an open request in the ticket system.
  • Tickets can be tracked and updated remotely while they are active.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your SBEs.
To see additional details about Progent's Service Desk and ticketing solution, visit Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Firms
Progent's consulting for IT service providers allows your support team to act as a sole source for virtually all IT expertise your clients may require. You can build your team and strategic in-house competencies steadily without having to decline opportunities owing to a lack of in-house expertise or the absence of bandwidth.

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

  • Transparent Service Delivery: Progent acts as a transparent supplement to your in-house support team, under your direction, and bills your firm instead of your customer.
  • By-the-Minute Billing: Progent charges by the minute to minimize expenses.
  • Extensive Reporting: Progent uses an enterprise-class documentation platform to ensure that all services performed are thoroughly documented. This allows your IT support organization to shift service assignments to internal personnel when you have enough staff and relevant skill sets.
Key benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Expand Your Service Practice: You can easily and efficiently take on additional opportunities outside your core areas of excellence and open additional territories without assuming the risks associated with increasing your full-time staff too rapidly.
  • Strengthen Your Brand: You can improve your mind share as a comprehensive network service firm by offering more services to more customers under your own company name.
  • Add to Your IT Support Catalog: Progent offers world-class expertise in a broad range of technologies and can be a dependable resource for expanding your IT service operations.
  • Fast Problem Escalation: With a large roster of senior IT experts available, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest issues get resolved promptly.
  • Keep Your Customers Happy: Happy customers stick. By joining with Progent, you can keep delivering solutions without ever forcing clients to seek help from your competitors.
  • Online Support Professionals: For 20 years, Progent has delivered online network support from Call Center support to advanced consulting. Effective remote service cuts costs while delivering fast solutions.
  • Advanced Certifications: Progent’s engineers have earned advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other leading vendors. Progent's cybersecurity experts have earned top certifications including CISSP, CISA, and CRISC. Learn more about Progent's certifications.
To read or download a printable PDF datasheet describing Progent's program for providing Progent's IT support expertise under your own name, download Progent's Reseller Program for IT Service Providers.

Progent's Areas of Expertise for Boston, Massachusetts Companies
Progent's nationwide team of certified consultants and technical experts can provide Boston, Massachusetts organizations a broad array of online technical guidance and troubleshooting services. Areas of expertise offered under Progent's reseller program for IT service providers include:

Learn More About Progent's Reseller Support for Network Service Firms in Boston, Massachusetts
For more information about Progent's consulting program for IT service firms in Boston, Massachusetts, call 1-800-993-9400 or refer to Contact Progent.