Streamlining IT support with smart lockers

IT support plays a vital role in modern business, with the need to get equipment fixed and employees up and running again as soon as possible being essential to keeping up with today’s 24/7 mobile business environment.

Despite this, IT support can be a painfully slow and expensive experience for businesses and individual users alike, with the average resolution time sitting just below the three-day mark, says Anthony Lamoureux, strategy and development director at Velocity.

With so many business processes being streamlined through the use of technology and connected devices it is time to look at how IT support solutions can also be improved and brought more in line with the consumer “click and collect” model enjoyed by so many people.

Speed of resolution

For any support team, resolving a user problem as quickly as possible must always be the goal. While IT support tickets currently take three days to resolve, cloud-based smart locker solutions enable users to simply replace their broken equipment with a working replacement within a minute of raising a problem.

Rather than waiting days, the user could be back up and running quickly – and back to being productive – with immediate access to all their cloud-based applications. Doing this means the user gets instant access to their files and can continue working, all while their machine is fixed behind the scenes.

Streamline your desk-side support model

Simple requests for new equipment typically take up about one third of all the demands placed on desk-side support teams. Being able to order items and pick them up quickly can cut the amount of time and workload placed on teams just dealing with new equipment orders and give them the time to focus on more complex and important tasks.

Being able to minimise the administration of desk side support, automatically manage stock and improve asset management through cloud systems and solutions like smart lockers cuts the bureaucracy out of this process, streamlining support, allowing workers to take more control of their IT support, and freeing support teams.

This kind of automated, cloud-based support service extends IT desk side support beyond the conventional 9-5 and turns it into a 24/7 service at a much-reduced financial cost to businesses.

Self-Service IT support solution

Having 24/7 access to replacement equipment is not only beneficial to individual users – who will no longer have to wait days for an IT issue to be fixed – but also for businesses by removing much of the IT support costs and enabling users to self-serve their IT solution needs.

Anthony Lamoureux

The self-service model removes both the cost of delivery and improves the user experience; it reduces non-productive time and improves business agility. The key to realising the full value of this model is adoption. Simply placing equipment in lockers is not enough: users have to be actively encouraged and empowered to adopt this self-service model at the point that they need it.

In a 24×7 economy, IT desk-side support change is long overdue. It is time to stop paying twice for an inadequate service and embrace a model that delivers equipment on demand.

The author of this blog is Anthony Lamoureux, strategy and development director at Velocity

Comment on this article below or via Twitter: @IoTNow OR @jcIoTnow

RECENT ARTICLES

Nordic-powered smart utility access cover offers anti-theft protection and detects open/close events

Posted on: August 16, 2022

Oslo, Norway – China-based Jian-IOT has launched a smart utility access cover that can detect when the cover has been opened or closed, records water level and temperature data, identifies any damage, and includes an anti-theft system that tracks the current location of the device. The ‘Integrated Intelligent Manhole Cover’ employs Nordic’s nRF52832 SoC to both act

Read more

Helbiz to offer on-demand taxi services to widen international intermodal offering

Posted on: August 16, 2022

New York, United States – Helbiz, a global provider in micro-mobility, announced the beginning of a new chapter for its intermodal mobility offering, Helbiz Taxi. The micro-mobility company aims to integrate mobility services around the world in its app to widen the intra and extra urban mobility offerings to include vehicles from additional companies with

Read more
FEATURED IoT STORIES

9 IoT applications that will change everything

Posted on: September 1, 2021

Whether you are a future-minded CEO, tech-driven CEO or IT leader, you’ve come across the term IoT before. It’s often used alongside superlatives regarding how it will revolutionize the way you work, play, and live. But is it just another buzzword, or is it the as-promised technological holy grail? The truth is that Internet of

Read more

Which IoT Platform 2021? IoT Now Enterprise Buyers’ Guide

Posted on: August 30, 2021

There are several different parts in a complete IoT solution, all of which must work together to get the result needed, write IoT Now Enterprise Buyers’ Guide – Which IoT Platform 2021? authors Robin Duke-Woolley, the CEO and Bill Ingle, a senior analyst, at Beecham Research. Figure 1 shows these parts and, although not all

Read more

CAT-M1 vs NB-IoT – examining the real differences

Posted on: June 21, 2021

As industry players look to provide the next generation of IoT connectivity, two different standards have emerged under release 13 of 3GPP – CAT-M1 and NB-IoT.

Read more

IoT and home automation: What does the future hold?

Posted on: June 10, 2020

Once a dream, home automation using iot is slowly but steadily becoming a part of daily lives around the world. In fact, it is believed that the global market for smart home automation will reach $40 billion by 2020.

Read more

5 challenges still facing the Internet of Things

Posted on: June 3, 2020

The Internet of Things (IoT) has quickly become a huge part of how people live, communicate and do business. All around the world, web-enabled devices are turning our world into a more switched-on place to live.

Read more

What is IoT?

Posted on: July 7, 2019

What is IoT Data as a new oil IoT connectivity What is IoT video So what’s IoT? The phrase ‘Internet of Things’ (IoT) is officially everywhere. It constantly shows up in my Google news feed, the weekend tech supplements are waxing lyrical about it and the volume of marketing emails I receive advertising ‘smart, connected

Read more
IoT Newsletter

Join the IoT Now online community for FREE, to receive: Exclusive offers for entry to all the IoT events that matter, round the world

Free access to a huge selection of the latest IoT analyst reports and industry whitepapers

The latest IoT news, as it breaks, to your inbox