Progent's Consulting, Help Desk Call Center, and Ticketing Support for Network Service Providers in Charlotte
ProgentProgentís consulting services for IT service organizations in Charlotte North Caroline allows your company to offer your clients Progent's consulting expertise and Help Desk support under your company's brand as a seamless augmentation of your in-house IT services team. These services can ease the way for you to grow your client base, flesh out your service portfolio, create happy clients, and increase your bottom line.

Progent's team of network infrastructure engineers, PC integration and troubleshooting specialists, IT admins, and cybersecurity professionals have acted as transparent expansions to the support groups of some of the worldís largest IT service firms. Progentís breadth and depth of technical knowledge enables you to broaden the scope of your IT support business, and Progentís close integration with your support team lets you promote and protect your company's brand.

Progent is a network consulting company with 20 years of background delivering remote consulting services to small and middle-size companies. Progent is a Microsoft Partner and has one of the largest groups of Cisco-certified CCIE network infrastructure engineers of any independent IT services firm in the world. Progent has delivered online technical assistance and consulting to clients in every state in the country. (See testimonials from Progent's clients.)

Providing Progent's Support Services Under Your Branding
Progent's reseller program for IT service firms offers transparent resale to your clients of world-class services. Progent invoices you exclusively and performs under your instructions to deliver your customers consulting and support services under your brand. Also, Progent offers a low-cost Extended Hours Support Program for customers who need access to 24x7 support.

Help Desk Call Center and Ticketing Services for Network Service Firms
Ticketing is the enabling technology behind a successful Help Desk. But full-featured ticketing platforms are not only costly to license and staff, but also challenging to set up and manage. Smaller IT support organizations rarely have the required financial or human resources. Progent's Call Center and ticketing program gives IT service firms an economical way to retain their own branding while delivering their clients responsive desktop support services built around a best-of-breed ticketing platform and supplemented by rapid escalation to high-level experts.

Features of Progent's Help Desk Call Center and Ticketing Solution for IT Service Firms
Progent's Help Desk and ticketing solution for IT service organizations takes advantage of Progent's sizable investments in highly scalable ticketing technology, an online desktop support staff, and a network of geographically distributed subject matter experts. You can use Progent's ticketing platform as a secure tenant or Progent can establish data interchange with your current ticketing platform. The standard and optional features available with Progent's Service Desk and ticketing services allow you to increase your support volume, the diversity of technical issues your company can take on, the number of {geographies you can service, and your hours of availability.

Important features of Progent's Call Center and ticketing program for IT support firms include:

  • Progent's online desktop support group delivers Level 1 end user assistance with 1-hour SLA to commence work during standard business hours.
  • Standard support hours are from 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is available at additional cost.
  • Optional on-premises support in larger metros is offered across the country at extra cost.
  • You retain complete control of your clients and invoicing.
  • Your clients enter service requests via your branded Internet portal, a toll-free phone number, or by sending a message to your assigned email address.
  • Every client request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and modified online while they are active.
  • Optional escalation of Level 2 and Level 3 issues to Progent's or to your subject matter experts.
To see more details on Progent's Service Desk and ticketing outsourcing program, go to Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting for network service firms allows your support team to become a single point of contact for practically all technical guidance and troubleshooting your clients may need. You can build your staff and strategic in-house competencies at your own pace without having to decline new business due to a gap in expertise or a shortage of personnel.

Important aspects of Progent's Reseller Program for IT Service Providers include:

  • Transparent Support: Progent works as a transparent supplement to your in-house IT service group, responding to your management, and bills you rather than your client.
  • Granular Billing: Progent bills on a per-minute basis to minimize costs.
  • Detailed Service Reporting: Progent utilizes an enterprise-class reporting system to make sure all services performed are thoroughly documented. This makes it easy for your IT support organization to shift service assignments to in-house consultants once you have sufficient people and appropriate skill sets.
Major advantages of Progent's Reseller Program for IT Service Firms include:
  • Safely Grow Your IT Support Practice: You can easily and safely accept more jobs outside your core fields of excellence and serve new territories without exposure to the risks involved with expanding your full-time staff too rapidly.
  • Re-enforce Your Brand: You can solidify your mind share as a full-spectrum IT service firm by delivering more services to more customers using your own company name.
  • Add to Your IT Support Portfolio: Progent offers world-class support in a broad array of technologies and can act as a dependable reservoir of skills for growing your IT service operations.
  • Rapid Escalation: With a sizable roster of high-level IT experts ready to help, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest problems can be handled fast.
  • Make Your Clients Satisfied: Satisfied clients keep coming back. By joining with Progent, you can continue making your customers successful without ever forcing clients to look for expertise outside the fold.
  • Remote Support Experts: For 20 years, Progent has provided online network support ranging from Help Desk services to advanced consulting. Efficient remote support cuts costs while delivering quick solutions.
  • Advanced Certifications: Progentís IT experts have earned top certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other leading vendors. Progent's security and compliance experts have earned top certifications including ISSAP, CISA, and GIAC. Learn more about Progent's certifications.
To read or download a printable PDF datasheet about Progent's program for providing Progent's IT support expertise under your own brand, download Progent's Reseller Program for Network Service Firms.

Progent's Areas of Expertise for Charlotte, North Caroline Businesses
Progent's veteran team of certified engineers can provide Charlotte, North Caroline organizations a broad array of remote technical guidance and troubleshooting expertise. Practice areas covered under Progent's consulting program for network service organizations include:

Learn More About Progent's Consulting Program for Network Service Organizations in Charlotte, North Caroline
To learn additional details about Progent's reseller support for IT service firms in Charlotte, North Caroline, call 1-800-993-9400 or see Contact Progent.