Gone are the days where only enterprise organisations had footprints across the world. As the world becomes increasingly globalised, many SMEs are realising that they too need to establish themselves in multiple geographies, particularly as many find themselves working with customers who operate in different countries.
The challenge arises, however, when companies don’t have the means to deploy and support IT infrastructure in far-flung places, as to do so, can be cost-prohibitive and time-consuming.
To counter this problem, Aura has developed Global Smart Hands, a service that allows customers 24/7 access to its network of highly trained engineers, who are located around the world. The offering aims to fill any gap experienced by customers, whether it be geographical coverage, resources or skillset.
Smart Hands offers a range of services, including on-site and off-site technical assistance, equipment replacement and installation, datacentre facility management, power cycling of equipment, as well as many others.
Dieter Hashimoto, VP of Customer Innovation at Aura, described the solution as the “crucial final step” in delivering a complete solution to clients.
“Smart Hands delivers a trusted engineer to the site who can assure successful implementation of the investment the customer has made. It’s about having somebody reliable that has the technical aptitude and the right mindset to finish the job and tick that final box,” he told UC Today.
Hashimoto added that the “real value” of Smart Hands is recognised when something goes wrong, for example, the kit not arriving on time, not being labelled properly or the process not going as planned. Having a Smart Hands engineer on hand to own and resolve the problem gives customers assurance that their infrastructure is in capable hands.
It’s this trust that sets our Smart Hands apart from similar offerings on the market, Hashimoto said.
