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"Sorry John, your engineer is on site for a migration, but our switch needs to be replaced first. I am just going to use your field engineer for my own job."
A customer said this to me word for word, right in the middle of a planned migration.
I am not going to say no to that. We simply rescheduled the migration for a day later and ran it successfully. Customer happy, me happy.
This is exactly why we built the Global Onsite Support Engineer into our GlobalControl Portal.
Our customers do not have local IT everywhere. And sometimes a local IT colleague just needs that bit of extra support at their side from an expert engineer. A site on the other side of the world that needs a reboot, an upgrade or a failover test then becomes a problem that lingers for days or weeks. Until you can fly someone in.
That is no longer necessary.
Call out an engineer yourself, anywhere in the world, via the GlobalControl Portal
In the GlobalControl Portal, the IT manager calls out an engineer themselves, to any address worldwide, in most cities within 2 to 4 hours or next business day. You describe the assignment and the scope of work yourself. Any type of work: restarting or reconfiguring equipment, replacing legacy LAN equipment, switch firmware upgrades, network security redesign, migrations following a runbook, user acceptance tests, even complete black building scenarios.
And not only for services we delivered. For all third-party services too.
Where a local carrier engineer may only touch their own connection, our engineer is free of that restriction. Simply someone who gets the work done.
The customer stays fully in control. From a video call to look over the engineer's shoulder, to fully taking over the laptop of the engineer on site.
Tomorrow's work can be done today.
My name is John van der Zwaan, I am Product Manager at Momentum EMEA and one of the things I work on is our GlobalControl Portal. It is a portal built for our users and end customers, where they manage their own services, view the status of those services, view invoices and do much more.
Request your access to our GlobalControl Portal today. Get in touch with us.
