Connecting The Dots Seeing things past it's face value

Saying good bye to India..

Caution: Statements made in this blog are not censored, not politically correct, and are of the writers opinion. If you cant take it dont read it.

Last week, I was asked if our company could call technician of a customer whom wanted offline and other critical alerts, even if its 2:00 AM in the morning. My immediate thought was heck no! I value my sleep. Most companies however in our industry will seek out the large Indian based call centers to take on this job. Since the very day I created my company, I took an oath never to put my customers though this.

I am an American, I am innovative, and I DON'T need India to step in. People should be ashamed at the way they do business today, laziness, lack of thought,  and copying from one another, is the reason why America is in shambles today. We as a society have become complacent. We need to change our habits.

I took our new LabTech system and built the most amazing script to help with this issue. Using technology to help with our staffing issues is the most effective way to run any business. Greg Burk and other people know what I am talking about here, if you cant build a script to remediate then you will not be as successful as the people who can. I will also thank Greg here, due to his ability to make changes in the Labtech system on the fly with me, and update it with in 5 hours!! Hows that for effective RMM customer service!

Let me outline a bit as to the reason why I gave this blog the title I did:

Rather than having your RMM tool (that comes bundled with an indian based call center) call you and speak in an Indian voice without any form of other remediation in the middle of the night, to tell you that a customers server is offline. Only then to call you again because the last person didnt create a ticket, or update the ticket.. can become the most annoying cycle. See funny video here:
(http://www.youtube.com/watch?v=S8UKZyNnF3c)

People we dont need to spend more money to achieve these results... in fact we can do better. Better yet its MADE IN AMERICA.

With Labtech software, I was able to create a script that reads LabTech tickets sent in from someone's Kaseya server the offline alerts.
Now this has many more uses as well (not just for fixing Kaseya issues) , we have this for all native Labtech critical alerts, as well as for customer based emergencies. (utilizing Phone Tag for this)

1. This Script verifies its the correct company
2. Places a call to the first technician in the list (grabbed from the Labtech SQL database)
3. Waits for a response from this person (press 1 to acknowledge, press 2 to receive a txt message)
4. The script depending on the action does its task then updates the ticket in Labtech (which updates ConnectWise)
5. If the call was placed and got a voice message, then it continues to the next person, also updating the ticket stating a call was placed to...
6. If the call was acknowledged then the ticket closes the loop, updating all actions placed.
7. End result customer is totally stoked!

Further because this is a machine, I have programmed what I want it to do, you cant program an Indian based call center!

This is a work in progress, and I will update readers when the script is done. ( I may post in the Labtech Forums) Here is an example of the output.

Diamond in the rough