Kevin Dailey at Unified PS

At bigWebApps we know nothing would be possible without our clients. This is why we would like to put our customers in the spotlight every chance we get. This time we would like to shine the light on Kevin Dailey of Unified Physical Security.

Kevin Dailey, President, formed Unified Physical Security in 2009. He has had quite an extensive past in technology working with companies such as HP, MTI, Fiberlink Communications Corporations, T-RAX Systems, IBM, among a few others. Unified Physical Security is one of the few organizations with an IT heritage and a focus on today’s Physical Security challenges. They utilize a layered approach to prevent physical intrusion and protect assets (physical and intellectual) from leaving the controlled area. Their integrated approach leveraging technology for the purpose of enhancing security provides corporate security a new set of tools that are not offered by traditional security integrators.

This is what Kevin has to say about bigWebApps HelpDesk:

“We are using the bigWebApps platform to consolidate multiple technical resources outside my company to supplement our internal Engineering resources.  Our customers are looking for Managed Services, 7 x 24 x 365.  Without substantial investment in four to six more external engineers to cover the demands of a 24 hour coverage window I can’t meet that requirement.  Our “follow the sun” model allows us to leverage overseas resources to supplement our own coverage.  Our customers will no longer feel that their coverage stops at 5PM.  In a Level 1 Critical outage the instantaneous routing of a ticket to the right resource allows us to deliver a 15 minute SLA, better than many of the largest organizations in the country.

We utilize our bigWebApps HelpDesk portal to route the call to the proper resource according to support call required type and the customer is able to classify the criticality of the ticket when the ticket is opened. The ticket can be anything from a critical network outage, to a limited scope problem, to just a question.  Each is handled according to a different Sea-level so we work on a self-policing model with our customers. Effectively, the ticket is as critical as they think it is, not as critical as we think it is.  The system allows us to track the time of the resources utilized, as well as measure time-to-resolution for SLA delivery measurements. We give our partners access to the same system so there is never a question about billing, connectivity or availability – it’s one platform to solve all the problems.   This single platform results in us focusing on one thing – solving the customer’s technical issue as fast as possible at a more cost effective rate than the major players.

The system tracks problem ownership and communication threads throughout each ticket’s resolution, thereby creating a NO EXCUSES mentality internally.  Any updates come right through the systems email and keeps us apprised of any special needs along the way.  We also track each customer’s assets internally so the information is at the engineer’s fingertips when needed.

bigWebApps has been very helpful in customizing the system to help me achieve my operational goals.  I looked at several systems before choosing bigWebApps HelpDesk, but found little flexibility in the larger organizations.  bigWebApps has been focused on helping me achieve my operational goals from the start, not on how to modify my process to fit their platform.  I decided that I need a partner more than a piece of software and bigWebApps has delivered consistently since the start of our relationship.”