Best Technology Services has launched a new offer, dubbed Best HyperCare, to help partners across Australia service customers regardless of location.
Through Best HyperCare partners pay a monthly fee to Best Technology Services in order to guarantee that whenever a customer needs an installation repair, devices to be moved or parts replaced Best Technology will deploy one of its 300 engineers to go to that customer's location and get them up and running.
The offer works as a 'field service as a service' solution with Best Technology Services offering a guaranteed service level agreement (SLA) in the same day or next business day, in the case of regional customers. These can vary according to the deal signed between partner and customer.
Founder and MD John McVicker told ARN that the company delivers "same business day service for a fraction of the cost".
McVicker said a recent deal saw a partner going from a $200,000 yearly rate for a three to four day SLA with another provider down to $135,000 with Best Technology with a next business day deal.
Describing the offer as a "solution to an age-old problem", McVicker told ARN that partners can struggle to be able to deliver a very high-quality service to their customers when they need some on-site presence.
When a partner completes the initial installation for a customer, they then define what the needs of that particular customer might be when in need of support. After figuring how long it can take to solve any of the possible challenges each customer could come across at any point in time the partner can work with Best Technology Services in a suitable agreement to fit the customer's future needs.
McVicker explained that the partner is the one in control of how much the customer will be charged. The partner can make profit and be certain that the customer will be taken care of at the same time.
"We are the partner's presence on site," he told ARN.
"The partner needs to absolutely be in control of the relationship and the service that they will deliver to their client and also the money that they make from doing that."
"So it's kind of turning this age old problem on its head and actually guaranteeing someone that outcome and putting the partner back in control of their own destiny and, and the level of service that they're able to offer their clients," McVicker explained.
"We're the only company in Australia that does what we do on our scale and that is partner only."
Best Technology Services works across small business all the way to enterprise, with a particular focus on mid-market. It operates across retail across hospitality, retail, banking, commercial engineering and mining, anything from 200 to 1,400 seats.
Established in 2002 in Sydney by McVicker, the company executed 275,000 installations only for partners in 2018.
McVicker said the solution has been trialled and refined for some time now and that Best Technology has 1,100 sites under management.
In August 2016, the company rebranded from Best IT Engineering to Best Technology Services in a move to capitalise on IoT and the NBN. The company traditionally provided ‘white-labelled’ services spanning POS systems, Wi-Fi networks and and IP-based security, to managed services providers and resellers.