Rob Pfeifle
SVP Services Innovation on Astreya’s IT Managed Services

I’ve spent the last 15 years working in Silicon Valley, delivering I.T. services to some of the fastest-growing tech companies in the world. 

Along the way, I’ve held roles and just about every facet of its delivery. And I’ve learned what works and what doesn’t work or kind of core to what we’ve learned and along the ways that, you know, our people are important. Our customer needs to be first, and we need to be ahead of our customer when it comes to it and how to best support it. 

Employees of companies, a day of high expectations of I.T. they’re you know, a lot of workers today have grown up with technology. They expect it to work. They expect it to do what they want it to do. And a lot of times, they’re not willing to wait to get answers or solutions to problems they have. 

An I.T. service company needs to be able to take all of those concerns and figure out ways to solve those problems so that employees can get back to work quickly, have the tools that they need to do their job, and, you know, look at it as a partner in their business. So the new work from home model will continue. A lot of companies have said that going forward, a certain percentage, if not all, of their workforce, will be remote. 

Remote workers have a different set of circumstances and potential issues with receiving I.T. or having the necessary set up to do their job. Astreya has been focusing on how do we solve that problem both through our support model and through technology. It used to be that, you know, someone’s in an office. All of their I.T. issues were related to something in that office and the tools they were using. Now, you could have issues with people’s own Internet connection or anything else related to where they’re where they live. And, you know, our model supports that. 

Expectations are a lot higher. It’s important that service providers take this into account when building out their models for delivery. One way we resolve that is by looking for ways to find efficiencies so that we could deliver solutions faster. We also look for ways to automate out tickets so that, you know, employees can get immediate resolutions were in the past that could take a day or two or two. 

We want to have people that are trained, professional, high touch, high service employees that are interacting with your employees to help them get back to work as soon as possible. So automation is the future. We see in the next five to 10 years; it will be an integral part of all its operations. The benefit to it is things that used to take a day or two to resolve can now be resolved instantly. With Astreya growing up in Silicon Valley supporting some of the biggest tech companies in the world. We’ve learned what it takes to, you know, deliver to tough customers along the way. We’ve learned how to put the customer first.

We understand that employees today are expecting more, and we’re ready to do that. 

For fast-moving companies. I can’t think of a better fit than Astreya.