Workplace Experience
IT Field Support Services
Pomeroy’s Intelligent Field Services provide Next-Gen IT Support in-person and remotely for all of your device problems.
The Right person. With the Right skills. And the Right part. Ontime.
Fixing a problem the first time is a huge part of delighting a user. Productivity is all about getting back up and running as fast as possible so there’s no time for a “do over”.
Our IT Field Support Services makes this happen though our:
Deep industry knowledge and expertise in manufacturing, retail, grocery, healthcare, finance, education and public sector.
Highly skilled field technicians who reduce resolution time and costs by triaging devices and troubleshooting prior to dispatch.
Integrated knowledgebase providing technical resources with real-time information making them more efficient at client locations.
IMAC Services that leverage field resources for small projects with the same intelligent scheduling and dispatch.
Field Service Management assigning resources by geography to provide better local knowledge and support of both customers and associates.
Seamless delivery based upon our comprehensive resource management.
IT Field Support Services Make the Difficult Seem Easy
Leveraging automation takes the heavy lifting out of scheduling and dispatching field technicians.
Efficiently managing our workforce is key to providing an exceptional user experience. We make sure we always have the right technician with the right skillset available in the right location. This allows us to automatically assign and dispatch tickets, speeding up resolution and eliminating unnecessary manual effort.
Leveraging automation takes the heavy lifting out of scheduling and dispatching field technicians.
Efficiently managing our workforce is key to providing an exceptional user experience. We make sure we always have the right technician with the right skillset available in the right location. This allows us to automatically assign and dispatch tickets, speeding up resolution and eliminating unnecessary manual effort.
Field technicians with everything they need at their fingertips.
Enhanced field technician mobility allows us to cover broad geographies. Through our intelligent route planning and real-time ETA tracking, our technicians arrive at the problem location as quickly as possible. And because they have a huge library of knowledge on their mobile devices and the power of our automated Enterprise Services Platform available to them, resolution is a snap!
Field technicians with everything they need at their fingertips.
Enhanced field technician mobility allows us to cover broad geographies. Through our intelligent route planning and real-time ETA tracking, our technicians arrive at the problem location as quickly as possible. And because they have a huge library of knowledge on their mobile devices and the power of our automated Enterprise Services Platform available to them, resolution is a snap!
A hybrid workforce requires support for its devices in any way possible.
Pomeroy provides flexible support options based on the needs of the new hybrid workforce. Users come in all varieties but they all deserve the same exceptional support experience. With our 7×24 onsite support services and remote location coverage via field technicians, virtual tech cafes and advanced depot services, we can support any person regardless of their location in North America and beyond.
A hybrid workforce requires support for its devices in any way possible.
Pomeroy provides flexible support options based on the needs of the new hybrid workforce. Users come in all varieties but they all deserve the same exceptional support experience. With our 7×24 onsite support services and remote location coverage via field technicians, virtual tech cafes and advanced depot services, we can support any person regardless of their location in North America and beyond.
Tech Talk: Delivering Intelligent IT Field Support to a Hybrid Workplace
COVID changed many aspects of how we manage the business–including delivery of IT support to a distributed workforce spread over a wide geography. This Pomeroy Tech Talks focuses on the essential capabilities that comprise Intelligent Field Services and why IT leadership should consider its benefits and ROI.
Intelligent Field Services
The Right person. Right skills.
Right part. On-time.
U.S. Grocer – Results Delivered:
99.9% SLA for 38,000 incidents/year with 29-minute average resolve time for all Level 1-4 tickets. Pomeroy provided support services for 11,000 POS lanes, 5,300 self-checkout lanes, 550 pharmacies & 225 fuel sites. Reduced incident volumes by 15% and reduced task time by 10%.
Healthcare Provider – Results Delivered:
Established localized support center locations in three states with shift coverage providing WfH setups & employee training including imaging of 2,000 Laptops & 800 Thin Clients with 24-hour shift coverage to meet deadlines and hosting of 12-hour on-site sessions to enable user applications.
Durables Manufacturer – Results Delivered:
When the client closed offices & plants and redeployed 1,000’s of workers, Pomeroy quickly configured, shipped & installed WfH packages at its locations worldwide, responding to urgent client requests for new hardware, break-fix assistance & support to ensure minimal interruption to productivity.
Pomeroy Intelligent Field Services.
