Remote IT Infrastructure Management Services

Key advantages of the Remote IT infrastructure management service model are :

  Responsive remote support staff

Your customers are never far from help! RIMsm is loaded with multi-channel support, available round the clock in the form of e-mail, helpdesk, chat and phone. RIMsm ensures best in class response and resolution time, that leave your customers excited about their customer care experience.

  Scalable, high performing IT infrastructure

Uptime and performance of your IT assets is no longer your headache! Remote IT infrastructure management team performs remote IT administration tasks such as infrastructure provisioning, migration and consolidation, giving you confidence to promise industry leading Service Levels to your end customers.

  Close monitoring of IT infrastructure

RIMsm features a blend of reactive and pro-active monitoring. The team either uses your existing monitoring tools, or deploys industry leading monitoring options for your IT infrastructure. Technicians also perform proactive measures of optimizing/securing services, updating software, patching etc.

  Dedicated staff for ease in management

RIMsm gives you a dynamic team of expert Engineers who get aligned to your customer care models in no time. Bobcares becomes your additional remote support center, with a remote support manager reporting only to you. This remote support manager works closely with you, to give you a seamless management model for your team. Constant monitoring and moderation by dedicated Quality Analysts assures professional and delightful support experience to your customers time and again!

See RIM in action

RIMsm case study

Contact us to know more!

RIMsm is a service model that takes care of all the technical and customer care needs of clients. Each customer has the flexibility to use select part of the service model. Say you use Bobcares for help-desk and phone support only, and decide not to provide live-agent support at all.

We understand that each business has it's own needs and the acceptable levels of performance varies for different aspects of the service. RIMsm gives you means to link the deliverables against a standard set of acceptable service levels for each of those service parameters.

You, as a customer have the option to set this service level, based on your requirement, and we build a team around such requirements specified by you. In short, we deliver results that you need, at a service level that you specify!

Some custom service level parameters that our customers use :

Guaranteed service uptime
RIMsm helps you give industry leading service uptime guarantee to your customers. Better design, planning and prompt IT management practices we adopt, gives you the confidence to guarantee high service levels for your customers.

Guaranteed customer satisfaction
Customer is the King! Customer satisfaction is THE most important performance matrix for all products/services. RIMsm enables you to maintain high levels of customer satisfaction

Guaranteed quality of service
High quality is inseparable from each Bob's work product. With internal and external quality checks, our QA systems allow you to have great control over the service quality.

Guaranteed initial response time
Responsiveness to customer concerns and IT events are critical in all IT operations. With the RIMsm model, you could extend help to customers in less than 5 minutes(for tickets), and real time help in chat/phone support channels.

Guaranteed root cause analysis
By the very nature of IT incidents, work-around/quick fixes have their own importance. RIMsm give you the upper hand, where the RIM team also looks for long term solutions and performs root cause analysis for all IT incidents.

Guaranteed resolution time
RIMsm gives best in class resolution time for your customers. With a combined knowledge of 300+ Engineers, we have a history of beating even the best average resolution time given by inhouse teams.

Yes. The RIM team works as your Enterprise server management team, and performs Enterprise server administration tasks.

You can even use this dedicated team to give server management solutions or high end server management services. Many companies hire IT support staff and IT Experts from India to give managed support for their clients. And with RIMsm, our IT experts align themselves to your enterprise solutions and offerings in a matter of days. Then on, the team functions just as if you have your own inhouse it system administration team.