TeamLogic IT – Memphis has been providing managed services for medium to small businesses since 2011. Specializing in Security and Compliance, the Memphis location believes having the right talent, technology and information is key to their 98% retention rate. Drayton Mayers, President of TeamLogic IT – Memphis, is leading a team of 10 employees which manages 60 customers, over 1,000 workstations and processes over 8,000 tickets annually. Their mission is to exceed customer expectations by preventing and removing IT pain.
Bringing new customers on board was a labor-intensive process that often involved documenting network configuration notes by hand and using multiple Excel spreadsheets. Documentation software helped consolidate the information, but it still had to be input manually and updated the same way, which has become increasingly hard to track and remember for their busy team of IT professionals. “Our team would literally spend hours documenting a client, you hope they accurately recorded all the changes,” said Mayers.
Tracking down information to resolve customer IT calls involved the same systems and the same reliance on due diligence. Incident tickets or requests required engineers to check multiple systems. This increased the number of escalations, which resulted in lengthy ticket resolution times. “We measure success on Average Time to Resolution,” said, Mayers.