{"id":30088,"date":"2017-09-11T07:29:07","date_gmt":"2017-09-11T11:29:07","guid":{"rendered":"https:\/\/www.saratoga.com\/saratogabusinessjournal\/?p=30088"},"modified":"2017-09-11T07:30:27","modified_gmt":"2017-09-11T11:30:27","slug":"steadfast-launches-sos-center-cuts-delays-associated-requests-help","status":"publish","type":"post","link":"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/","title":{"rendered":"STEADfast IT Launches SOS Center That Cuts Down On Delays Associated With Requests For Help"},"content":{"rendered":"<figure id=\"attachment_30090\" aria-describedby=\"caption-attachment-30090\" style=\"width: 900px\" class=\"wp-caption alignleft\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-30090\" src=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg\" alt=\"\" width=\"900\" height=\"675\" srcset=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg 900w, https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc-300x225.jpg 300w, https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc-768x576.jpg 768w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-30090\" class=\"wp-caption-text\">Staff at STEADfast IT in its 112 South Broadway office in Saratoga Springs work at its SOS Center, which aims to eliminate wait time on IT service requests.<br \/>Courtesy STEADfast IT<\/figcaption><\/figure>\n<p class=\"p1\"><span class=\"s1\">STEADfast IT, a managed service provider, announced the launch of an in-house SOS center, an end-user support service designed to eliminate delays associated with requests for help.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">The STEADfast IT SOS Center applies concepts from just-in-time manufacturing and hospital emergency rooms to the IT industry. By re-engineering the support process, the level of customer service is elevated beyond industry norms, according to the company. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Dedicated SOS engineers are trained in new methods and utilize proprietary software built specifically for the SOS Center.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">STEADfast\u2019s software manages all requests in real-time so that every call for assistance is treated as an emergency triage and is routed directly to the appropriate individual best qualified to address the issue, officials said. This approach to IT support eliminates the traditional ticket escalation process and its support tiers. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><!--more-->Instead of customers reaching a tier 1 support agent and escalating to tier 2 or 3, depending on the severity of the incident, every call is treated as a top-tier emergency with STEADfast\u2019s managed services, officials said.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">\u201cWe are responding to calls 85 times faster than industry norms,\u201d said Craig Skevington, CEO of STEADfast. \u201cHow is it that Amazon can deliver a package across the country faster than most managed service providers can respond to a client\u2019s need? Our processes overhaul the entire system.\u201d<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Skevington was recently recognized by the Center for Economic Growth with the Jeffrey A. Lawrence Lifetime Contributor award.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">STEADfast IT is a managed IT services provider located at 112 South Broadway in Saratoga Springs.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>STEADfast IT, a managed service provider, announced the launch of an in-house SOS center, an end-user support service designed to eliminate delays associated with requests for help. The STEADfast IT SOS Center applies concepts from just-in-time manufacturing and hospital emergency rooms to the IT industry. By re-engineering the support process, the level of customer service [&hellip;]<\/p>\n","protected":false},"author":89,"featured_media":30090,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-30088","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>STEADfast IT Launches SOS Center That Cuts Down On Delays Associated With Requests For Help - Saratoga Business Journal<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"STEADfast IT Launches SOS Center That Cuts Down On Delays Associated With Requests For Help - Saratoga Business Journal\" \/>\r\n<meta property=\"og:description\" content=\"STEADfast IT, a managed service provider, announced the launch of an in-house SOS center, an end-user support service designed to eliminate delays associated with requests for help. The STEADfast IT SOS Center applies concepts from just-in-time manufacturing and hospital emergency rooms to the IT industry. By re-engineering the support process, the level of customer service [&hellip;]\" \/>\r\n<meta property=\"og:url\" content=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/\" \/>\r\n<meta property=\"og:site_name\" content=\"Saratoga Business Journal\" \/>\r\n<meta property=\"article:published_time\" content=\"2017-09-11T11:29:07+00:00\" \/>\r\n<meta property=\"article:modified_time\" content=\"2017-09-11T11:30:27+00:00\" \/>\r\n<meta property=\"og:image\" content=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg\" \/>\r\n\t<meta property=\"og:image:width\" content=\"900\" \/>\r\n\t<meta property=\"og:image:height\" content=\"675\" \/>\r\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\r\n<meta name=\"author\" content=\"Jake Van Ness\" \/>\r\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\r\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jake Van Ness\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\r\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/\",\"url\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/\",\"name\":\"STEADfast IT Launches SOS Center That Cuts Down On Delays Associated With Requests For Help - Saratoga Business Journal\",\"isPartOf\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg\",\"datePublished\":\"2017-09-11T11:29:07+00:00\",\"dateModified\":\"2017-09-11T11:30:27+00:00\",\"author\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#\/schema\/person\/a11ec438b5f0e57f1156754ba3931b86\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2017\/09\/steadfast-launches-sos-center-cuts-delays-associated-requests-help\/#primaryimage\",\"url\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg\",\"contentUrl\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/wp-content\/uploads\/sites\/48\/2017\/09\/steadfast-hc.jpg\",\"width\":900,\"height\":675,\"caption\":\"Staff at STEADfast IT in its 112 South Broadway office in Saratoga Springs work at its SOS Center, which aims to eliminate wait time on IT service requests. 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