Best IT Service Platform: youcall-it.com Company: Youcall-it.com Name: Wayne Conyers, Director Office Address: 65 Tontine Street, Folkestone, Kent, CT20 1JR Phone: +44 1303 372423 Web: www.youcall-it.com Email: firstname.lastname@example.org
YouCall-it.com is an innovative IT service platform which is changing the face of IT support services. We spoke to Wayne Conyers, the firm’s Director to learn more. Winning this accolade at this point in our business evolution is a great achievement for the team. It asserts our, long-held, belief that the global shift towards innovation in IT service management is growing. You have to go back to 2010 to really appreciate the changes. Traditional methods of 3rd party service management hide the details of the subcontractor supply chain from the end client. This is changing and YouCall-it.com is at the forefront of this change. Our success has been built by working with organisations which are not afraid to question the way the IT service market works and who realise that by, questioning the way service is delivered, they can make fundamental improvements to the way business is delivered. Youcall-it.com has traditionally offered IT service management on a global scale. We started as a network of IT service companies around the world, managing service delivery through the first version of the YouCall-it platform. Back in 2010 our platform allowed customers to log service requirements and project requests and have them assigned to the designated partner in that country. We were rolling out upgrades in Asia at the time for an EPOS project and had to work across three time zones with multiple organisations involved. Other organisations would have achieved this by sending out thousands of emails, having a very pretty (but not up to date) project plan and would have had paperwork flying all over the place. Our platform allowed us to bring together all those elements and manage them as one, regardless of the supply chain or management structure. Fast forward to 2016 and the “one platform, one vision” mantra rings true more than ever before. Software as a service describes us to some degree but we see Youcall-it.com very much as Service within software. They are intertwined at every level. If you have a platform which isn’t fully utilised or a
service which doesn’t have two ends to its process, then neither works to its full potential. As well as building our own service and Vendor management platform from the ground up we also created dedicated APIs to allow the development community to readily integrate with and extend our systems. We recognise that many organisations have their own business processes and systems so we have evolved a range of APIs to enable companies to take advantage of our products and services without being required to change their existing work patterns and practices. We’re here to help and we will always go the extra mile to make integrating a new client a breeze. We want to help our customers communicate as effectively as possible. To do this we make sure that our systems are built using the latest web technologies and cover the widest range of platforms possible. We continually seek ways to add value to our users by developing and expanding our product offering; integrating existing cloud based services (where available) and innovating bespoke solutions (where not). This is our focus and it drives our ambition to have one global service and vendor management platform. All of the active service partners on the platform (over 100 globally based IT service companies around the world, with a further 300 in preparation) go through a due diligence process and are vetted before being made “live” on the system. We then work with our clients, who may be a direct client, another IT service provider looking to expand their capability or someone who needs to create relationships on a global scale. Those relationships, sales requests, service requests, logistics requirements, contract management, translation tools, service reports, billing and many other features are all then managed on the platform. What was originally just a service hub has fast grown into
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a full suite of Vendor management tools. Ultimately, transparency is our biggest aim. By joining up clients directly to IT service providers in a country or territory they begin to work directly together. For us, the client can work in as many countries as they require but the process on the platform remains the same. Every user has the same functionality – we do not provide our suppliers with a slimmed down version of our management tools. We cannot as they are a part of the system just as our clients are. In short, our suppliers are also our customers which means that everybody gets the same platform and tools and everybody benefits from sharing the same contacts, leads and service tools. For us it’s all about creating a simplified repeatable global process for the businesses we manage. These service features, coupled with the unified service mantra have allowed us to introduce our systems to a range of customers from “main tier” downwards. We design, provide and deliver 3rd part support to clients across the whole of the EU. We built our own platform so the evolution process will never stop. At YouCall-it we want to help our customers communicate as effectively as possible. To do this we make sure that our systems are built using the latest web technologies and cover the widest range of platforms possible. We are always looking for ways to add value to our users by constantly developing and expanding our product offering; integrating existing cloud based services (where available) and innovating bespoke solutions (where not). Our team is working hard to both manage service for our clients and to provide solutions which make our customers lives easier. We only see ourselves as becoming more relevant in this industry. The concept of “transparency”, once not widely regarded, is becoming more talked about; a trend which can only continue.