2023 Directory | CHANNELV ISION Inferior helpdesk operations could ground the best of businesses. Today’s organization needs an untethered mix of staff and capabilities to support clients, providing them with the specific resources they need in order to succeed. Unfortunately, not everyone has access to the assets or time that is needed to manage a comprehensive helpdesk. That’s where Gravity Systems can assist. Gravity’s Helpdesk service offers outsourced options to support large or small client bases in accommodating their own customer bases. The logical fit, in most cases, is the company that needs five or six – or up to 100 – support personnel. Regardless of scale, Gravity Systems takes an active role in setting up this team. “We’ll do it all,” said Kent Morris, Gravity Systems president. “We set that team up. We’ll do the hiring and take care of all of that stuff. And it’s cheaper than hiring in-house. We’re already equipped with a facility in the Philippines, so we can do offshore or onshore support.” Plus, Gravity offers white-label options to allow helpdesk to never lose that intimate, home-grown division feel. “It stinks trying to retain and hire right now,” Morris continued. “Companies just want to get the Tier 1, Tier 2 – the easier stuff off of their internal IT team – and have somebody else do it. We can come in and help assess and train those guys. If they don’t have good documentation, we do it for them. Then, we’ll roll the service out. We’ll take the calls and the emails. And if there’s something we can’t handle or they don’t want us to handle, we can escalate it back to their own internal team.” Of course, different organizations have varying need. Some companies may only want to outsource their environment, whether completely or partially. Others may have trouble justifying new full-time, part-time or temp help in conjunction with one specific contract. “There are a lot of outfits that call themselves ‘helpdesk’ but are more like staffing agencies,” noted Morris. “They just throw some staff at you. By contrast, Gravity can run the solution. We have managers on the team. It’s like turnkey.” Plus, Gravity’s Helpdesk can handle even more complex, esoteric tasks. “If somebody wants to train us on it, they can run their own application and we’ll completely handle the support for it,” he added. The key differentiator, in almost every case, is cost savings. Gravity allows companies to save money on overhead costs, including salaries, benefits and other potential investments. And, from Gravity’s perspective, helpdesk can assist businesses, regardless of where they are at in terms of pre-set processes. “We have 25 years of secret sauce in the helpdesk,” said Morris. “We can bring that to the table for customers to take advantage of. And if someone doesn’t have their own robust processes for us to follow, we can just implement our own. They’re best of breed. Or we can follow their processes if they have something that they want us to use.” Regardless of the scenario or evolving need, Gravity believes that it is well-poised to support future growth. “We’re looking to create centers outside of the Philippines to support different languages,” said Morris. “We’re always looking toward more of a global scale. While we’re technically more focused on the U.S., the Philippines and Australia, we can technically support anywhere in the world. And we’ll be pushing that more in the future.” Need more information on Gravity Systems, the Gravity Helpdesk and other resources? Visit www. gravityusa.com or call (877) GETGRAVITY. Gravity Systems’ Helpdesk Supports Any Customer Support Needs Kent Morris, Gravity Systems president By Brady Hicks
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