Getting IT right helps businesses prosper
Published on September 29th, 2011
Last year the Advertiser featured MayTek in the Computer and Technology section... Following is the full extract and the bit that made the paper....
MayTek has been the brainchild and dream of both Cassandra and Damon May. Whilst they are partners in life they also have a passion for educating both existing and potential clients that technical infrastructure is a core component of business and that it can be leveraged to drive process costs down and utilised to gain competitive advantage in their client\'s specific industry.
MayTek staff pride themselves on their professional approach to establishing and maintaining lifelong relationships with their clients. “To be involved intimately with our clients, and watching their businesses develop and continue to succeed, is very exciting to be a part of” expresses Damon.
MayTek’s core client base is businesses, all the way from single person microbusiness through to the multisite, interstate medium business that has over 100 employees. MayTek’s approach is different to other IT businesses. Their offering isn’t the same as your “IT Guy”. Sure, they do what the “IT Guy” does, but they also offer a lot more value to their clients. “We are not just about fixing that performance issue in the short term. We want to know what caused it and how to prevent it from happening in the future. By discovering what led up to a problem, we can be watchful for the reappearance of any symptoms. Then we can put in place the appropriate mechanisms to prevent the problem from reoccurring. There is no doubt that the MayTek d ifference lies in our pro-active approach”.
The FixedRateIT support model allows support issues to be resolved even before MayTek gets a call from the client. This company uses automated processes and scripting, along with state of the art monitoring, to resolve issues without the need for any user interaction. This keeps MayTek\'s own internal costs down and keeps the clients\' systems stable and reliable. The FixedRateIT support model puts the onus back on MayTek, and upon the professional expertise of the company\'s staff. “We see our model as a win/win. The client wins because they pay a flat fee, no matter how long the issue takes to resolve, and because the problem is fixed quickly. We win because we have the tools and expertise to sort out problems in an efficient and economical manner.”
“In IT Support, gone are the days of ‘Oh yeah, we will book that ticket in and get someone out there in the next few days’. That model just can’t work in our industry any more. We need to be responsive, reliable and capable. Anything else is unacceptable.”
MayTek also offers a Money Back Guarantee. Since the company is committed to encouraging lifelong business relationships, if MayTek staff can’t get an issue sorted out within an acceptable timeframe, MayTek will refund the client\'s monthly fee for that particular device. That\'s how confident in their capabilities MayTek staff are.
Whilst FixedRateIT support is the preferred delivery mode, MayTek still offer a break/fix model of support, if that is the best model/option for that particular client. The company can also provide varying levels of system monitoring and maintenance that just don’t have the unlimited support component to them. “We like to say that we can offer our support options as a shopping list. For example: you want Patch Management? (Check); you want Antivirus Management? (Check) etc etc. It’s about delivering service which is based upon each customer\'s specific requirements, and taking the same professional approach to solving each problem which arises.”
MayTek’s aptitude for delivering successful projects is a key component of the company\'s success. “This is purely based upon our interactive relationship with clients, and our ability to understand their immediate requirements and to predict future needs. I have in the past heard some moans and groans about technology and heard references to the technology cycle as a “vicious circle”. I totally disagree. The importance of strategic decision making in technology can eliminate the “circle” concept. It is all about solutions, if we do not recommend the correct products for the correct fit, we are wasting everyone\'s time. Sure, technology does come and go. However, I like to think of it as more of a spiral rather than a circle. The cycle should never be complete. We shou ld see a consistent pattern of improvement.”
