Hey folks, I recently had the chance to interview En Pointe Technologies, a Los Angeles, CA-based IT Solutions Provider. I spoke with Tyler Coppock the company’s Director, Microsoft Cloud Solutions, and we had a great conversation about the trends they are seeing in the IT space.
According to En Pointe, Microsoft has been receiving quite a bit of heat for their issues with the Office 365 support, particularly as it relates to wait time. “Even when our support desk calls Microsoft, we’re on there an hour and a half, two hours wait time, consistently,” said Tyler in our interview. “So this is really a resource thing for Microsoft.”
This is actually where En Pointe, and their fellow Microsoft partners come in. In fact, Tyler explained to me that Microsoft Partners are the best equipped and best experienced to handle outage and support issue calls. Like me, and many of you, En Pointe has been with Microsoft customers since BPOS inception, and with the launch of Office 365, they are working hard to fill the gaps in Microsoft support.
Here are a couple of their features:
- Support for Admins and End Users.
- Established path within Microsoft for ticket escalation and resolution on customer behalf.
- Direct model.
- Support for between 15k and 30k end users per month.
At this time, En Pointe doesn’t have a partner program available, and they are focused primarily on the end user. Tyler let me know that they are hoping to change that in the future, however. Check out more about how En Pointe is managing Microsoft Office 365 Customer Support issues at: http://www.enpointe.com/microsoft/office-365-why-partner-with-en-pointe.
