New England Businesses Flourish Because of Pandemic- Proven Process of Solving IT Challenges During COVID-19 Global Pandemic

THE CHALLENGE

Overnight, businesses saw a shortage of PC hardware, including peripherals. At
a time when businesses needed to equip their employees with things like wireless
keyboards, mice, and other items, they struggled to get access to these necessary

tools as hardware costs skyrocketed. Businesses across the New England area
simply wanted their employees and staff to have the freedom to work efficiently
and productively, without paying a million dollars for a wireless mouse as costs
skyrocketed because of high demand. The other challenge was the supply chain
of PC hardware and laptops was failing to produce because it was strained,
overwhelmed, and non-existent from normal suppliers like Dell and HP.

THE RESULT

Because of these immediate struggles, Cooperative Systems implemented a
strategic plan to ensure their clients could stay safe and productive.
• Cooperative Systems purchased 50+ laptops to have on-hand for client use.
• The tech support team at Cooperative Systems worked 250+ additional hours
during on the onset of the pandemic to ensure clients had the resources they
needed to work remotely.
• The support team at Cooperative Systems helped support more than 1,000 end
users as they transitioned to working remotely.
• Cooperative Systems help desk received more than double the support requests
when the shutdown began.
• 70-80% of Cooperative Systems clients requested more remote access capabilities.
The Cooperative Systems account management team also offered extended
payment terms to clients whose businesses were either closed or severely impacted
by the pandemic, and instantly transitioned their support team to be 100% reachable
while working remote. Cooperative Systems clients saw no discernible difference in
service despite the IT support transitioning to 100% remote themselves.
The result was the team at Cooperative Systems didn’t lose one client, hired new
employees and technicians, and operated smoothly so that their clients felt like they
had an advocate who was managing and securing their technology so they could
run their businesses.

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