It has been a full eight months since Open Approach and Rail City Information Systems (RCIS) began operating as one Managed Services Provider and I have to say, our combined company is better than I ever thought it could be. (Read more about the announcement on VTDigger.)
In retrospect, I see that I was prepared for the additional skills, knowledge and business intelligence that would expand our team and the greater level of service we would be able to provide. I was prepared for the hard-working, conscientious individuals who would be joining us. I was even prepared for the flurry of activity as we combined systems and procedures into one.
But…I wasn’t prepared for (although very encouraged by) the rapid switch that many existing RCIS clients would make from their current “Break-Fix” IT management to our Managed Services Provider (MSP) approach. In my mind, this is a testament to the quality of work and dedication to customers that drove RCIS along for the last 20 years. Trust is hard to earn, takes work to keep, and it’s clear that Scott Burleson and the team at RCIS were deeply trusted and relied upon by their customers. Now, as Open Approach customers, I know how incredibly important it is to work to keep that trust and reliability.
Typically, Break-Fix providers are not incentivized to help you build a healthy network. Think about it – if you have a healthy network, you have no reason to call for a repair. If nobody calls, the revenue stream dries up. The folks at RCIS were different, though, in that they attempted at every turn to go beyond “Break-Fix” when they could. To keep business revenue up, they had to add lots of clients and manage the unpredictability of it, the chaos of it, as best they could. Knowing this was unsustainable in the long run, RCIS tried to shift to a proactive management model, but with the continued and overwhelming workload required to support their clients the shift was impossible.
By merging our two companies, we were able to widen our level of expertise and RCIS was able to transition to the business model of Managed Services. Now combined we are working together to help leverage technology solutions to help businesses grow.
In a later post, I’ll talk about the industry’s understanding of Managed Services, and how we at Open Approach take it to the next level for our clients. If you’d like to learn more about how we will work to earn your trust, what we do, and how we will help your business grow, give us a call or send us an email. We’d love to hear from you.