Bits & Bytes

Google Migrations: Go With the EDU Expert

BitTitan Team

The Value of 24/7 Help Desk

So, you want to provide 24/7 help desk support to your customers?  You’re not alone. Offering help desk for your customers and their end-users allows you to differentiate yourself from other MSPs and therefore win more contracts. It also helps you build deeper relationships with your customers which in turn gives you the opportunity upsell even more services they need. Eliminating emergency calls at 3 am doesn’t hurt either!

While students and faculty are at home, it’s a good time for system upgrades that will enhance collaboration, access, and security. Many colleges, universities, and school systems are planning winter break migrations to move or consolidate tenants and even adopt new collaboration platforms.

If you’re using Google Workspace, MigrationWiz is the tool you need for migrating a wide variety of workloads: Mailboxes, documents, archives, and even collaboration platforms. You can take advantage of low education pricing to move from one Google instance to another, or from Google Workspace to Microsoft Teams. MigrationWiz handles all these workloads:

  • Gmail and Vault, including inbox, folders/labels, email, muted emails, contacts, calendars, and calendar notifications.
  • Drive, including files, folders, permissions, document history, comments, and more.
  • Shared Drives, including documents, permissions, versions, and metadata.

Great education pricing is one thing, but when you’re planning a migration, you should never skimp on experience, capabilities, and security. That’s why BitTitan has been the choice of educational institutions for more than 13 years.

Experienced experts are here to help

BitTitan has migrated thousands of students, faculty, and staff at hundreds of educational institutions all around the globe. While MigrationWiz is known for being intuitive and easy to use, you never have to go it alone, especially if your project is more complex. Our world-class Customer Success team are dedicated migration experts who can help you plan your project.

In fact, now is the perfect time to call so we can connect you with team members who have extensive experience in educational environments – including implementing complex Google Workspace migrations.

Fast, easy, and flexible

Educational institutions choose MigrationWiz because it’s fully automated and 100% SaaS. In fact, if you were expecting to sprint around campus in order to complete your migration, you may have to get your exercise some other way. With MigrationWiz you simply initiate your migration from one centralized dashboard, then use DeploymentPro – which is included – to automate Outlook configuration.

Don’t be fooled, though. Easy doesn’t mean basic. MigrationWiz is highly customizable with advanced options that give you full control over your migration. You’re always in charge of timing, testing, setup, and execution. You can also use project sharing to involve team members across departments for greater visibility and collaboration throughout the migration.

Top security with Azure datacenters

Security is top priority for every migration project, especially in educational settings. You’re responsible for protecting personal information from students and faculty, as well as proprietary documents and research. You must be able to ensure every bit of data is safe throughout the migration process. With MigrationWiz you get the extra security of Azure datacenters. And, your data is always encrypted and never stored.

With BitTitan by your side, you can get a lot done over winter break. So when faculty, staff, and students return, they might not even notice because they’ll be able to get started with the new semester without any disruptions.

Now’s the time to plan your migration

If you’re ready to implement a migration, there’s still time to put a plan in place. Contact us today to find out about education pricing for MigrationWiz and to learn how we can help make your migration a success.

As the head of BitTitan’s Customer Success organization (also known as the tech support help desk), I lead the team that provides the always-available support that our customers (who are IT service providers) rely on to ensure they complete all of their projects on time. As BitTitan has grown from a couple dozen employees and 100 partners to a couple hundred employees and 5,000 partners, I’ve seen firsthand what it takes to build and scale a support organization. I’m happy to share what I’ve learned with you now.

16 Simple Steps

1) Hire a team of eight support engineers. Why eight? That is the minimum number required for full 24/7 help desk coverage according to Gartner and Milliman Research.

2) Train your new support engineers on all of your products and services as well as all of the of the major technology platforms that interact with your products and services.

3) Create a schedule for your new team to ensure constant coverage, including extra coverage at peak times. Make sure to factor in vacations, holidays and sick time.

4) Implement a ticketing system. Your team will use it to track issues, escalations and to maintain contact with your customers throughout the resolution process. Your customers can also use your ticketing platform to submit issues to you self-service. Zendesk and FreshDesk are two leaders in the space.

5) One of your help desk staff quits. Hire a new support engineer.

6) Redo the schedule.

7) Implement a remote monitoring and management system (RMM). You’ll need this technology to remotely access to your customers’ desktops and servers when problems arise. Even if you primarily sell cloud-based products and services, you’ll need to troubleshoot the connection between desktops and cloud applications as this is a common problem area. Solarwinds N-able and Pulseway both offer RMM for MSPs.

8) You create a new service offering. Congratulations! Schedule training for your support engineers. You’ll need to conduct the training several times or schedule it for off-peak hours to make sure your team isn’t unavailable while the phone is ringing.

9) Implement a knowledge base (KB) system. To scale the knowledge of your individual team members and their troubleshooting experiences across the entire team, you’ll need a repository where support engineers can store KB articles for all of the different issues related all of your offerings for future reference. You can use SharePoint or any the many specialized KB platforms on the market.

10) Your ticketing system goes down. Call the vendor and then communicate the status to your support engineers.

11) Create a backup plan and business process for the next time your ticketing system goes down.

12) Another one of your help desk staff quits. Hire a new support engineer.

13) Redo the schedule.

14) Your VOIP-based phone system doesn’t support your help desk team’s call routing requirements and you’re having quality issues. Find a new phone system.

15) You’ve grown sales by 50% this year! Hire two new support engineers to keep up with demand.

16) Redo the schedule.

The Catch (there always is one!)

By now you’ve figured out that there isn’t actually anything simple about building and maintaining an in-house 24/7 help desk for your customers and their end-users 🙂 So what do you do instead? You could outsource your help desk function. There are certainly plenty of options on the market. Unfortunately, most of them have high set up fees, multi-month onboarding timelines and bill you by the hour, not by the user. If you’re just getting started or simply cost-conscious, that model probably won’t work for you.

At BitTitan we are interested in your success in building your cloud practice. If you’re not familiar in the ways we can assist you, dive in a learn more about the BitTitan solutions available to you.

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