When Remote IT Support Was Slowing the Team Down
A local business turned to e Systems Solutions for a more responsive approach—and discovered faster problem resolution, on-site support, and lower overall IT costs.
A growing local business relied heavily on technology to keep its team productive and operations running smoothly. At the time, they were working with a traditional managed IT provider under a flat rate monthly contract.
Although the provider offered a fixed monthly rate, most support was handled remotely. When issues required someone on site, employees often had to assist the remote technician—pulling them away from their own work.
Problems took longer to resolve, and leadership began to feel their IT provider didn’t fully understand how the business operated day to day.
A member of the team who had previously worked with e Systems Solutions suggested exploring a different approach. The leadership team was open to the idea, but they had one concern: cost predictability. They were used to a fixed monthly fee and wanted to keep spending under control.
e Systems Solutions introduced a different support model—transparent hourly billing combined with responsive on-site service.
To provide peace of mind, we established monthly spending guardrails so leadership could stay comfortable with their IT budget.
Our technicians focused on solving issues efficiently and completely, often arriving on site within two hours or less. While there, we tested systems and equipment before leaving to ensure everything was working properly.
Unlike many flat-rate service contracts priced for worst-case scenarios, our model charges a consistent hourly rate only for the work that is actually needed.
Staff appreciated having a technician physically present who could diagnose and resolve issues quickly. Leadership noticed smoother operations and fewer disruptions.
Even more surprising, the company’s IT costs dropped significantly.
Under their previous provider, the company had been paying about $5,000 per month for flat-rate service. When transitioning to e Systems, they asked to be notified if monthly support costs approached $3,000.
That call almost never came. During the first year, their monthly costs exceeded that amount only twice.
Better support. Faster solutions. And lower overall costs.
- On-site IT support within two hours or less
- Faster resolution of technology issues
- Employees no longer pulled away from their work to assist remote technicians
- Higher level of service felt by both staff and leadership
- IT support costs significantly reduced compared to their previous provider