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.
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.
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).