TotalCARE describes our approach to the management of ICT. As a pioneer in the aaS (as a Service) space in New Zealand SecureCom developed TotalCARE – a holistic support service, to effectively and efficiently manage Infrastructure environments. We now have more than 150 customers using TotalCARE and effectively support more than 5,500 end users. TotalCARE has been developed over the last 7 years and within the product we have developed methodologies to ensure that we are proactively up to date with patching, speedy problem resolution, proactive analytics, and excellent processes for the commissioning and decommissioning of equipment.
We believe that the only way to make ICT add true value is by looking at the bigger picture. This includes a sound understanding of the individual needs of your users, pro-active management and utilising the most appropriate technology for the business. Only when we get to understand your business can we align technology to support the best possible business outcomes.
With TotalCARE, SecureCom becomes your IT department taking full ownership of your ICT environment. We ensure issues are dealt with efficiently with a clear single point of accountability. Your company will have access to the skills of our highly qualified engineers, our service desk and our 24×7 monitoring services. Furthermore we guarantee our service by implementing strict service level agreements all for fixed price per user, per month, allowing your business costs to scale up or scale down depending on your needs at any one time.
Improved quality, reliability and security of your entire IT system.
TotalCARE ensures that your environment is always up to date, minimising downtime so that your team and your business has access to the best technology whenever you need it.
Your environment is proactively monitored from the desktop to the server so that any problems can be identified and rectified before they become major issues. We have preset, early warning detection system for disk space capacity and CPU performance and other common environmental bottlenecks. We manage these to meet your demand so you are never found wanting capacity or performance when you need it.
Fixed Monthly Fee
TotalCARE is charged as a fixed monthly fee allowing you to confidently forecast your IT expenses all year round.
You have the potential to reduce your IT costs through greater reliability and less direct staff costs. We will also offer to buy your existing IT equipment and take on your existing IT personnel in many cases.
A Great End User Experience
To ensure that the right level of service is applied to the correct users SecureCom employs the use of Persona’s to define end user requirements. Specific personas are developed for your business and these personas are allocated to standard catalogue based SLA’s to ensure that each individual in your organisation receives the correct level of support. Individuals may have their personas changed at any time to ensure that every person in your organisation receives the right level of support all times. We use NPS (Net Promoter Score) to measure the overall satisfaction of your end users so you can stay connected to your people.
By providing you with regular reporting on your environment and how your end users are finding the experience you will always be up to date with not only whether your contracted needs are being met but also how your staff and other stakeholders are finding the experience, so that you can get a feel for your own staff engagement.
Your management team have our expertise in helping them to align the technology with your business needs
Fixed Monthly Fee
TotalCARE is a fixed monthly fee allowing you to easily budget your IT expenses.