Progent's Consulting, Help Desk Call Center, and Ticketing for IT Service Firms in Grand Rapids
ProgentProgentís consulting services for IT service firms in Grand Rapids Michigan allows you to offer your customers Progent's consulting and Help Desk support with your company's brand as a seamless augmentation of your regular IT support team. This can put you on the fast track to grow your revenue, expand your service catalog, create happy clients, and improve your profits.

Progentís nationwide team of network infrastructure engineers, desktop support specialists, network admins, and data security consultants have acted as transparent adjuncts to the support staffs of some of the worldís biggest IT support firms. Progentís range of expertise allows you to widen the scope of your IT support business, and Progentís close integration with your support team helps you strengthen and protect your branding.

Progent is an IT support firm with two decades of experience providing online expertise to small and middle-size businesses. Progent is a Microsoft Partner and has one of the largest groups of Cisco CCIE network infrastructure engineers of any independent computer support firm in the world. Progent has provided online technical support and consulting to clients in every state in the country. (Refer to testimonials from Progent's customers.)

Using Progent's Services Under Your Branding
Progent's consulting program for IT service organizations offers seamless resale to your clients of world-class services. Progent bills you directly and works under your instructions to deliver your customers support services under your branding. Also, Progent offers an affordable Off-hours Support Program for customers who require 24x7 technical support.

Help Desk and Ticketing for Network Service Organizations
Ticketing systems are fundamental to a successful IT Call Center. But enterprise-grade ticketing platforms are not only costly to license and staff, but a hassle to configure and manage. Small or niche IT support companies seldom have the necessary financial or human resources. Progent's Help Desk and ticketing solution gives IT support organizations an affordable way to retain their custom branding while delivering their clients responsive desktop support backed by a best-of-breed ticketing system and supplemented by fast escalation to high-level experts.

Features of Progent's Help Desk and Ticketing Program for IT Service Organizations
Progent's Service Desk and ticketing solution for IT support companies leverages Progent's sizable investments in highly scalable ticketing technology, an online desktop support team, and a network of geographically distributed subject matter experts. You can utilize Progent's ticketing platform exclusively or Progent can set up communications with your current ticketing platform. The standard and optional features available with Progent's Service Desk and ticketing services enable you to expand your support volume, the diversity of technologies your company can take on, the number of {geographies you can service, and your overall availability.

Key features of Progent's Service Desk and ticketing solution for IT support firms include:

  • Progent's online desktop support staff delivers Level 1 end user support with 1-hour SLA to begin work during standard business hours.
  • Standard support hours are 5am to 7pm PST, five days a week.
  • Extended hours support is available at extra cost.
  • Optional onsite service in larger metro areas is offered across the US at additional cost.
  • You have full control of your clients and billing.
  • Your customers enter requests via your custom branded Internet portal, an 800 number, or by sending a request to your designated email address.
  • Each customer request automatically becomes an open request in the ticket system.
  • Tickets can be monitored and updated online while they are active.
  • Optional transfer of Level 2 and Level 3 problems to Progent's or to your subject matter experts.
To see more details on Progent's Service Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting Expertise for IT Service Providers
Progent's consulting for network service providers allows you to become a sole point of contact for practically all IT expertise your customers may need. You can build your staff and strategic in-house competencies at your own pace without being forced to turn down opportunities owing to a gap in in-house expertise or the absence of bandwidth.

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

  • Transparent Support: Progent works as a seamless extension of your internal support group, responding to your direction, and invoices your firm instead of your customer.
  • Granular Billing: Progent charges on a per-minute basis to reign in expenses.
  • Detailed Documentation: Progent uses an enterprise-class documentation system to ensure that all IT services performed are fully documented. This allows you to shift service assignments to internal consultants once you have sufficient people and appropriate skill sets.
Major benefits of Progent's Reseller Program for IT Service Firms include:
  • Safely Expand Your IT Support Business: You can easily and efficiently accept additional jobs outside your main areas of expertise and serve additional territories without exposure to the risks associated with increasing your full-time staff too rapidly.
  • Strengthen Your Name: You can improve your positioning as a comprehensive network support provider by offering more solutions to more customers using your own company name.
  • Add to Your Services Catalog: Progent offers world-class expertise in a broad range of IT disciplines and can act as a reliable reservoir of skills for growing your IT service business.
  • Fast Problem Escalation: Thanks to a sizable roster of high-level technology experts available, Progent can transition rapidly from Tier 1 to Tier 3 services so even the most challenging problems can be handled fast.
  • Keep Your Customers Satisfied: Satisfied clients are loyal. By teaming with Progent, you can keep delivering solutions without ever requiring clients to look for help from your competitors.
  • Online Support Experts: For two decades, Progent has provided online IT support ranging from Help Desk support to high-level consulting. Efficient online service saves money while delivering quick results.
  • Advanced Industry Certifications: Progentís IT experts have earned advanced certifications from Microsoft, Cisco, Linux vendors, VMware, Citrix, IBM, and other technology leaders. Progent's cybersecurity experts have earned top certifications including CISSP, CISA, and GIAC. Find out more about Progent's industry certifications.
For a printable PDF datasheet describing Progent's program for reselling Progent's IT support under your own name, download Progent's Reseller Program for Network Service Firms.

Progent's Practice Areas for Grand Rapids, Michigan Businesses
Progent's nationwide team of certified consultants can provide Grand Rapids, Michigan companies a broad range of online consulting and troubleshooting services. Areas of expertise offered under Progent's reseller program for network service firms include:

Find Out More About Progent's Reseller Program for Network Service Organizations in Grand Rapids, Michigan
To learn more information about Progent's reseller program for network service firms in Grand Rapids, Michigan, call 1-800-993-9400 or see Contact Progent.