"Technology is great... when it works.": How an Old Adage Highlights the Importance of IT Maintenance

Maintenance. It's something every IT department must own, but when is the last time you thought about your maintenance strategies? It often falls prey to, “If it’s not broke, don’t fix it.” New system launches, new technology deployments or enhancements, or emergency situations tend to take precedence over digging into maintenance plans. And while these matters compete for an IT professional's time, focusing on a comprehensive maintenance plan can you help you maximize the return on investment into company equipment, eliminate headaches for your sites, as well as drive cost savings potential. Perhaps it’s time to ask if maintenance is broken.

In a 2016 study conducted by Bailiwick, the average company is engaging more than three different vendors to provide IT maintenance services. For example, an organization may use one vendor to focus on WAN, POS, and LAN hardware and equipment, another vendor to maintain kitchen systems and cabling and electric infrastructure, and yet another vendor to maintain IPVS/CCTV equipment and wireless and paging equipment. In some cases, multiple vendors and being utilized for one category alone.

Today’s reality: complex and inter-related IT Systems, numerous vendors.

Respondents indicated that in addition to having multiple vendors, the way the services and equipment are purchased also happens differently, leading to different program structures with a range of coverage & response times, differing payment structures, and varied decision processes. This leads to a complex and fragmented buying process as well as a web of maintenance solutions to manage both internally and externally.

Now, perhaps more than ever, is an ideal time to reevaluate your organization's maintenance strategy. Bailiwick also conducted a marketplace survey with the Boston Consulting Group (BCG) on technology initiatives and behaviors, including maintenance. BCG's survey revealed that 65% of respondents said they plan to increase maintenance spend more than 5% in the next several years. Beyond the significant amount of dollars that will be spent, today's business climate is increasingly focused on creating seamless customer experiences. Ultimately, driving customer engagement with company technologies.

It’s frustrating when technology troubles happen at work (and home). When it applies to a customer experience – there is a new level of urgency.

Like the old adage says, "Technology is great … when it works." The rollouts of new technologies like an integrated POS system or new digital signage is an exciting project, it can take just one system failure to leave customers frustrated and disappointed.

Bailiwick recognizes the challenges of maintenance in today's complex business environments and what is at stake when technology fails. Bailiwick’s maintenance solution, Total Site Care^SM, incorporates the knowledge of where the market is moving and the voice of our customers to provide a more comprehensive approach to maintenance. Total Site Care will deliver more timely and consistent operational productivity for our customers.

Tomorrow’s reality: Transform your maintenance solution with Total Site Care from Bailiwick

Taking a proactive approach to design a comprehensive, preventative maintenance strategy will allow your organization to get ahead of potential equipment issues, minimize the impact of an outage when a problem does arise, and often will extend the life of the equipment you've invested in to deliver an excellent customer experience.

For more information on how Bailiwick can help you transform your maintenance solution, please click here to learn more.

Blog Sources

• Retail Insight: Moving Beyond OmniChannel
  SPS Commerce Industry Benchmark Report, 2017
• The Age of Unified Retail: Moving beyond OmniChannel
  SPS Commerce White Paper, 2017
• The New Digital Reality of Restaurants
  Boston Consulting Group, 2017

Bobbie Cummins pioneers marketing and communications strategy; passionately exploring new and uncharted territories in brand development, stewardship and advocacy. She has led the marketing and communications strategy development at Bailiwick for the past five years and on her best days she is driving strategies that build closer connections with their clients. (So, every day is a best day!) When away from work, Bobbie enjoys traveling with friends and family, exploring new and exciting places.