Progent's Consulting Expertise, Help Desk, and Ticketing for IT Service Providers in Winston-Salem
ProgentProgentís consulting services for IT service firms in Winston-Salem North Carolina allows your company to offer your clients Progent's consulting expertise and Help Desk support under your brand as a seamless extension of your regular network support team. These services can ease the way for you to grow your revenue, fill out your service offerings, create happy customers, and improve your profits.

Progentís nationwide team of network infrastructure experts, PC support specialists, IT administrators, and cybersecurity professionals have worked as seamless adjuncts to the support groups of some of the country's biggest IT support businesses. Progentís range of technical knowledge allows you to broaden the scope of your IT support practice, and Progentís close integration with your support team lets you strengthen and preserve your branding.

Progent is an IT support firm with two decades of experience delivering remote expertise to small and middle-size companies. Progent is a Microsoft Certified Partner and maintains one of the largest groups of Cisco CCIE network experts of any independent IT services company in the world. Progent has provided online technical support and advanced consulting to customers in every state in the country. (Check out recommendations from Progent's clients.)

Using Progent's Support Services With Your Branding
Progent's consulting program for IT service organizations features transparent resale to your customers of professional IT services. Progent invoices your firm directly and works under your instructions to provide your clients consulting and support services under your branding. In addition, 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 IT Service Firms
Ticketing systems are the enabling technology behind an effective Help Desk. But enterprise-grade ticketing platforms are not just costly to license and staff, but also challenging to set up and manage. Small or niche IT service organizations do not have the necessary resources. Progent's Call Center and ticketing solution offers IT support firms an economical way to keep their custom branding while providing their clients responsive desktop support backed by an advanced ticketing platform and reinforced by rapid escalation to high-level experts.

Key Features of Progent's Help Desk and Ticketing Solution for IT Service Firms
Progent's Help Desk and ticketing solution for IT service companies leverages Progent's investments in advanced ticketing software, an online desktop support team, and a group of geographically dispersed subject matter experts. You can use Progent's ticketing platform exclusively or Progent can establish data interchange with your existing ticketing system. The standard and optional features available with Progent's Service Desk and ticketing program allow your IT service firm to expand your support volume, the range of technical issues your business can take on, the number of {geographies you can service, and your hours of availability.

Important features of Progent's Service Desk and ticketing solution for IT service companies include:

  • Progent's remote desktop service team delivers Level 1 end user support with 1-hour service level agreement (SLA) to begin work during normal work hours.
  • Standard support hours are from 5am to 7pm Pacific Standard Time (PST), five days per week.
  • Extended hours support is offered at extra cost.
  • Optional on-premises support in larger metro areas is offered throughout the US at extra cost.
  • You retain full control of your customers and invoicing.
  • Your clients submit service requests via your branded web portal, a toll-free phone number, or by directing an email to your dedicated email address.
  • Each end user request automatically becomes an open request in the ticket system.
  • Service tickets can be monitored and updated online until they are closed.
  • Optional escalation of Level 2 and Level 3 problems to Progent's or to your SBEs.
For more details on Progent's Help Desk and ticketing outsourcing solution, see Help Desk and ticketing services for small businesses.

Progent's Consulting for IT Service Firms
Progent's consulting for IT service organizations allows your support team to become a single point of contact for practically all IT expertise your customers may require. You can build your team and strategic in-house competencies at your own pace without having to decline new business due to a lack of expertise or the absence of personnel.

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

  • Transparent Support: Progent acts as a transparent extension of your in-house IT service group, under your coordination, and invoices your firm rather than your customer.
  • Granular Billing: Progent bills on a per-minute basis to minimize expenses.
  • Extensive Documentation: Progent uses an enterprise-class reporting system to make sure all services performed are fully documented. This allows your IT support organization to shift account assignments to in-house consultants when you have enough staff and relevant technical skills.
Major benefits of Progent's Reseller Program for Network Service Firms include:
  • Safely Grow Your IT Support Practice: You can easily and safely take on more jobs beyond your main areas of expertise and serve new geographies without the risks associated with expanding your head count too rapidly.
  • Re-enforce Your Brand: You can improve your mind share as a full-spectrum IT support provider by delivering more services to more clients under your own brand.
  • Flesh Out Your Services Portfolio: Progent can provide world-class expertise in a wide array of IT disciplines and can act as a reliable resource for growing your IT support operations.
  • Fast Problem Escalation: With a sizable team of high-level technology experts available, Progent can escalate rapidly from Tier 1 to Tier 3 services so even the toughest issues get resolved promptly.
  • Keep Your Customers Satisfied: Satisfied customers stick. By teaming with Progent, you can keep delivering solutions without ever forcing clients to seek expertise outside the fold.
  • Remote Technical Support Experts: For two decades, Progent has delivered online network support from Help Desk support to advanced consulting. Effective remote support saves money while delivering quick solutions.
  • Major Certifications: Progentís IT experts hold top certifications from Microsoft, Cisco, Apple, VMware, Citrix, IBM, and other technology leaders. Progent's cybersecurity consultants hold advanced certifications including CISSP-ISSAP, CISM, and CRISC. Learn more details about Progent's technology certifications.
To read or download a PDF datasheet about Progent's program for reselling Progent's IT support expertise under your own brand, download Progent's Reseller Program for IT Service Firms.

Progent's Areas of Expertise for Winston-Salem, North Carolina Businesses
Progent's seasoned roster of certified consultants and technical experts can provide Winston-Salem, North Carolina organizations a broad range of online consulting and debugging services. Areas of expertise covered under Progent's consulting program for IT service providers include:

Find Out More About Progent's Consulting Program for Network Service Firms in Winston-Salem, North Carolina
To learn additional details about Progent's reseller program for network service firms in Winston-Salem, North Carolina, call 1-800-993-9400 or see Contact Progent.