Scioto Tech Partners: an example case study

A week at Scioto Tech Partners's front office.

Hear the calls and read the emails and texts. On any call, you can step in and talk to Adam yourself.

Monday, 7:15 p.m.

An office manager at a Scioto client calls the support line after hours because the file server is down.

Listen to this call

AdamScioto Tech Partners after-hours support, this is Adam. How can I help?
CallerHi, it's Karen, the office manager. Our file server is down. Nobody can open anything, and we have a client deadline tonight.
AdamOkay, Karen, let's get a technician on it. Which office are you calling from?
CallerThe insurance office in Dublin.
AdamGot it. How many people are affected?
CallerAll eleven of us. The shared drives are gone, and it says the domain is not available.
AdamThanks. Did anything change today, like an update, a power blip or a new device?
CallerUh, the power flickered around five, I think. Then it was fine, until now.
AdamThat helps. What's the best number for the technician to call?
CallerSix one four, five five five, zero one eight eight.
On-call technician alerted
AdamDone. Our on-call technician has all of that and will call you back shortly. Your ticket number is four one two zero seven. Please leave everything as it is until then.

What your team sees

Outcome: The on-call technician was alerted within minutes and holds everything needed to call Karen back.
Logged to the CRM: After-hours ticket #41207: insurance office client, Dublin. File server down, 11 users, shared drives missing, domain not available. Power flicker around 5 p.m. Callback 614-555-0188. On-call technician alerted 7:19 p.m.

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