TUC Managed IT Solutions has updated its Connected Office (CO) managed services offering to version 5.0, adding a new service center, aimed at improving the end-user experience. The new version is designed to build on the existing offering's foundation of delivering managed IT services in an automated, primarily remote service delivery model.  Here are the details.

The new TUC Service Center was developed to improve end-user experience in the following three areas:
  • Responsiveness -- Access support through a new TUC desktop icon.
  • Tangibility -- Track service tickets, service metrics, performance reports, current IT projects, recommendations and billing information through a new customer portal.
  • Personalization -- Enter a personalized experience by accessing your favorite technician through upcoming Live Agent feature, which will be available in March.
Metcalfe Realty/Fuller Group CFO Kevin Little was pleased with the enhancements. "The new TUC Service Center provides me with the ability to drill into our technology health, service metrics, track projects and key recommendations in minutes," he said in a prepared statement.. Little also attends the company's customer advisory boards to get insight into how other companies use this technology to improve their businesses, he said.

TUC plans to expand its supported products to include mobile devices and vertical line of business applications in Q1 in order to remain the single point of contact for managed services customers. In addition, TUC plans the following updates for Q1:
  • TUC Professional Services -- The company's services will be simplified into three practices areas: network and security, back-up and disaster recovery and virtualization and mobility.
  • CO Utility -- The option to pay a monthly fee for standardized desktops and servers bundled with managed services will be available.
  • CO Enterprise -- The TUC Service Center, service desk team, and ITIL-based processes will be available to enterprise IT departments in a co-managed services model.
  • CO Desktop-as-a-Service -- Access corporate desktop anywhere from any device through a cloud-based virtual desktop service for users.
"Connected Office 5.0 is about changing how managed services is delivered by making it more personal, tangible and understanding that responsiveness is in the ‘eye of the beholder’," said TUC Managed IT Solutions CEO Mark Scott in a statement. "Anyone can say they deliver managed services, but to do it properly and securely requires a significant investment in people, process and technology. If technology is strategic to your business, then you need to look at a managed service provider like TUC."

Scott predicted back in October that desktop as a service (DaaS) will be the main topic of discussion among managed services providers (MSPs) in 2013. Scott believes DaaS is the ideal platform for cloud computing in small- and medium-sized businesses (SMB).