Pods Implementation

At IT Solutions, providing exceptional client support is always at the forefront of our business. To elevate your support experience, new help desk support teams have been in place for several months, and client satisfaction scores have exceeded our goals throughout this period. The support teams, which are based on the industry-best-practice Pod system, form a client-centered IT support structure that consolidates client-specific infrastructure and line-of-business expertise.

Pods Centralize Client-Specific Knowledge

Each Pod focuses on a set group of clients with similar business interests and infrastructure (e.g., Pods are grouped by client industry), and each Pod member volunteers for their Pod assignment. Additionally, each Pod includes an IT Solutions subject matter expert for the Pod’s market focus.

Whenever a client calls the help desk and their issue requires Level 2 or 3 support, they are routed to their designated Pod to receive remediation from the same group of technical consultants, building familiarity and streamlining support. The service engineer who takes the call is familiar with the customer’s technology infrastructure, line-of-business applications, and other company-specific details. This streamlined approach helps ensure faster and more complete issue resolution. These efficiencies have already helped IT Solutions virtually eliminate backlogged requests and consistently deliver issue resolution in under a day for most clients.

Using the Pod approach helps our engineers proactively identify common issues and apply best practices to the entire Pod.

Pods Scale Up as Client Base Grows

Pods will scale and continue to improve as IT Solutions expands. For instance, if IT Solutions onboards several new clients who serve the same market, we can staff a new Pod with a mix of veteran engineers and newly hired specialists who have market-specific expertise. Additionally, as IT Solutions acquires other MSPs, in some cases, their help desks will be adapted into our Pod system, allowing for more specialization and ensuring that Pod-based advantages propagate from day one.

All Pod team members are cross-trained on support processes and procedures, which allows IT Solutions to combine, collapse, and expand Pods with the confidence that comes from plug-and-play redundancy.

Our teams report that they are already seeing shorter response times, more issue resolutions, and higher customer satisfaction scores. Moreover, as IT Solutions grows, the Pods system maintains personalized, white-glove client support and agility.

For more information on our new Pods client service system or how we can improve your IT experience, please get in touch with your Strategic Advisor or call 866.742.5487.