Story · Cloud · Design
Designing the cloud plan so clients anywhere get the same service
Clients moved away and wanted to stay. Others had never had an office to visit. The question was how to give a business three states away the same experience as one in Lake Geneva, without pretending distance does not exist.
The situation
The onsite plan had grown up around driving to clients. Monitoring, patching, backup and helpdesk were already remote; what needed designing was everything that assumed a technician could show up: hardware replacement, new-hire setup, the first day of onboarding.
What we did
Nate designed the cloud plan around Microsoft 365 as the foundation, with devices enrolled and configured remotely on first boot, hardware shipped pre-configured from the Pell Lake shop, and a helpdesk process that assumes the person on the other end is not coming by. Backup covers cloud data as thoroughly as it covers a server in a closet.
What did not change: the same technicians, the same partners on the phone, the same survey on every ticket.
"The cloud plan is the onsite plan minus the drive. If a client can tell any other difference, we designed it wrong."
How the engineering team puts itWhat changed
ResolvedClients in several states are on the plan, including former local clients who moved and kept us. The survey scores are indistinguishable from the onsite plan.
The guide behind this story
Owner's guideSwitching IT providers: the owner's guide
How to know it is time, what to ask the next company, how to leave without an outage, and what the first month should look like.
Read the guideOrder the internet circuit the week the lease is signed. Carriers take six to twelve weeks. Nothing else on a move fails as often.
The relocation checklist Did you knowA backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually testQuestions people ask about this
Can you support us if we are not near Wisconsin?
Yes. The cloud plan was designed for exactly that: remote helpdesk, monitoring, Microsoft 365, backup and security, with hardware shipped ready to use.
The full answer
"Service is excellent, quick to respond and quick to complete. Thank you!"
Cheri, small businessMore from the survey wall- A technician who knows your setup takes every request. Not a dispatcher, not a queue.
- Every closed ticket is surveyed and a partner reads every response.
- 99.5% of surveys come back positive.
- Family-owned since 2005. 21 years in the same corner of Wisconsin, not going anywhere.
"Thanks for the hard work. I was kept informed with regular updates until the concern was resolved."
Jeff, insurance brokerageNot near Lake Geneva?
Distance does not change who responds. Ask about the cloud plan.
Talk to a partnerTalk to a partner, not a sales script.
Tell us what is going on. A partner will call you back the same business day, look at what you have, and tell you honestly whether we are the right fit. No pricing pressure, no pitch deck.