Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.

Learn more about CDN’s Channel Elite Awards 2013

Nominee: XCEL Professional Services Ltd. from Calgary, Alberta

Managed Services Solution description

XCEL operates as a completely outsourced IT department. We provide coverage on everything including managed security, strategic planning, hardware & software procurement, backup & recovery, remote monitoring & management, system maintenance, unlimited end-user support, business reviews, and asset management. We provide these services through a mix of remote support desk and onsite service support.

What makes your Managed Services innovative or original compared to the competition?

The extent to which our systems are automated for the maintenance and auto-correction of issues at clients as well as the reporting and account management touches we provide to ensure strategic plans are accurate and on track.

What were the benefits of your Managed Services Solution for your client and what evidence can you provide to show this?

CMA Alberta was able to reduce its IT department operating costs which included 3 full-time staff and a supplemental consulting firm total average costing of $270,000 per year to $170,000, resulting in an annual savings of $100,000.

What are the main reasons that your Managed Services are better for the customer than an on-premises solution?

Firstly, the cost savings to the business. Secondly, their 3-person team did not have the depth of knowledge and experience that XCEL could provide from a strategic planning standpoint, as well as overall management of their complex network. We further provided them with reporting that allowed them to be aware of their most challenged users and network functions and use those reports to build a stabilization plan for IT. Response and resolution times were also improved given the breadth of our team providing support on our Managed Services plan.

How did the Managed Service improve the customer’s ability to server its internal or external clients?

Internal staff were responded to and supported in a more rapid fashion which allowed them to better service their external clients. The network also experienced fewer outages which related to a better experience for the business’ clients.

How does the solution further your client’s green or environmentally friendly plans?

The reduction of onsite staff has allowed the client to better use office space and not require further space to accommodate organic growth of staff in other functions.

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