The Industry Standard is Pathetic.
Whatever happened to the concept of great customer service? The industry standard has now deteriorated to a model that accepts outsourced call centers, limited local part stocking, and missed SLAs. Customers spend more time on hold or trying to communicate with someone overseas who has limited knowledge of the technology they are attempting to support. Customers lose their production servers for days waiting on replacement parts that should have been in stock locally. Frustration is at an all-time high. OEMs would have you believe that these cost-cutting measures were created to better serve you, the customer. Have any of these cost savings been passed on to you? OEMs are balancing their books on the backs of their customers by cutting back on service quality and deliverables while maintaining or even increasing service costs. Have you experienced any benefits from their cost-cutting measures? Well, Source Direct is one company that has changed everything.
Putting Customers First.
The reason we are the best isn’t a fluke – or by chance – nor is it just hearsay — it is by design and it is a fact.
We have everything in place to offer failproof, mission-critical support to our customers and to ensure a 100% success rate.
We staff only the best hardware and software engineers hired directly from OEMs that they represent. We assign each client their very own hardware and software support team so that team will know your people and your IT infrastructure intimately, and we give them ALL of the parts to be successful – no matter what may fail – they have it in stock locally. Furthermore, all of those parts have already been tested. And there is more. Source Direct ensures that these teams are successful all the time by empowering these teams to do whatever it takes to get the customer back up and running in the shortest amount of time – period.
Our Experience Speaks Volumes.
To be the best, you have to employ the best. Our technical teams are comprised of the best and brightest in the industry. We only hire our technical staff directly from OEMs that they are to represent. Presently, our technical teams have an average of 20 years of OEM Customer Engineering experience in the field before joining Source Direct.
Source Direct’s talented professionals are unmatched in the hardware/software maintenance industry. Each engineer is hand picked based on exceptional engineering qualifications, teamwork predisposition, and powerful interpersonal communication skills. At Source Direct, our service professionals are rewarded for delivering mission critical support and are provided an unmatched opportunity to fulfill their highest aspirations to become the absolute best in the industry.
Tools and Resources – We take pride in the fact that our engineers are provided the tools needed to help restore our clients’ systems to full functionality in the shortest amount of time in order to fulfill the business/IT mission.
Exceptional People – Our professionals are thought leaders, technical experts and high-performing achievers with the highest interpersonal skills and technical expertise.
Low Engineer to Account Loading Ratio – At Source Direct, our core value is to ensure our engineers have ample time to spend with their clients in order to understand the technical environment and nuances of the client’s environment.
The Source Direct Spirit of Service – We take pride in working hard to deliver outstanding results - for our clients and our colleagues.
For these and many other reasons, we are consistently regarded by new hires as the “Best Place to Work” and a “Best Place to Maintain Work/Life Balance.” Our people are encouraged to work collaboratively, learn continuously, and contribute to a firm dedicated to the spirit of customer service. At Source Direct, our people perform with passion, consistency, and confidence – to ensure enduring results for each of our clients.
100% Local Parts Stocking.
The only way you can receive true failproof, mission-critical support for your IT production environment is to have a support provider that not only has the skill set to troubleshoot ANY problem but has ALL (100%) of the correct parts in hand. Furthermore, those parts need to be pretested before they are ever introduced into your environment.
Customers today have no idea just how exposed their production environment really is when they have their support contracts with the OEM or a typical third-party support provider. They stock only a fraction of the most frequently failed parts locally, which means that if you experienced a failure today, you could be down for days waiting on the correct parts to be delivered. Is this the level of service that you believe you are paying for?
If you are serious about uptime, then get serious – get Source Direct.
Doing Everything It Takes.
All of our processes have been developed and refined with one basic philosophy in mind, and that is to do everything in the best interests of our customers. Whether it is our extensive preventive maintenance program, enhanced predictive monitoring, or how we proactively manage firmware updates, our tech teams put forth a monumental effort to eliminate problems before they even occur.
We assign our clients a complete team of hardware and software engineers so they can become intimately familiar with your staff and your IT environment. We also empower your team to do whatever it takes to get you back up in the shortest time.