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  • Most small providers have too few people wearing too many hats.
  • No clear direction and responsibilities for staff.
  • No formal management structures to hold staff accountable for their deliverables.
  • No documented process for staff to follow to ensure you get consistent results.
The CopperTree Difference:
  • A commitment to running a well-managed business is as important as technology. Our formal management structures and documented processes exist to hold our people accountable for your deliverables and ensure consistency.
  • Most IT Service Provider Service desks are not staffed with enough dedicated employees, who aren’t distracted by other work.
  • Lack of an effective triage process for incoming requests causes tickets to be assigned to the wrong resource or bounced from person to person.
  • Lack of complete client documentation means staff are hunting to find answers while you wait.
  • Informal escalation processes for difficult issues causes staff to waste time “figuring it out”. 
 
The CopperTree Difference:
  • Our service desk is staffed with dedicated employees following an effective triage process, with clear client documentation, and formal processes that ensures consistent and effective resolution times.
  • The task of monitoring alerts and updating the software (patching) is never ending and is a full time job that can’t be treated as an afterthought.
  • Lack of dedicated, experienced staff who are committed to this task without interruption.
  • Patching and Security Alert responses, while not immediately customer facing, require the same commitment as all other deliverables to avoid surprises.
 
The CopperTree Difference:
  • Our centralized services department is committed to your security and backup functions, with full time, dedicated, well managed staff and reporting structures to ensure continuity.
  • a CIO is a top level executive position with the goal of improving how your business operates.  Real value comes from a business focused professional with business experience.
  • Many IT Service providers simply promote a technician to the role and tell them to sell hardware.
The CopperTree Difference:
  • Our experienced, business focused CIO’s will help you create reliable, secure infrastructure and then focus on how you work with technology to improve efficiencies.  View our CIO page for more details.
  • We believe waiting for something to break again, no matter how fast the response time, is not proactivity.
  • Identifying, recording and tracking progress on proactive work needs a formal process to be followed by dedicated staff.
  • Ongoing Metrics must be available to track progress.  Relying on ad-hoc methods will not produce results.
 
The CopperTree Difference:
  • Our Technical Alignment team is dedicated to proactive standards alignment to reduce issues.  That’s all they do. Along with our robust standards library, we use proven tools to measure, record and report.  We provide the statistics to backup our work.
  • IT project management is no different than managing projects in any other business. It requires dedicated, professional project managers to be consistently successful.
  • Project technicians must be isolated from other demands to allow them to focus on your project without distraction, most providers pull technicians in other directions distracting them from finishing your project.
  • An IT Service Provider needs to match the number of available project engineers with their client workload to deliver timely consistent results.
 
The CopperTree Difference: 
  • A dedicated professional services team who are all focused on designing, starting, reporting progress, and completing your project.

Our Office - 519-804-2461

CopperTree Solutions Inc 219 Labrador Drive, # 100, Waterloo, ON N2K 4M8

Office Hours 8am-5pm (EST)

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