The Benefits of Offloading IoT Customer Care Responsibilities

internet of things help desk
internet of things help desk

The Benefits of Offloading IoT Customer Care Responsibilities

It may seem that with the Internet of Things (IoT), everything is smart. Smart televisions, smartphones, smart refrigerators – you name it – appliances and equipment of all sorts are “smart.” So, with all of this smartness going around, who answers your questions about the Internet of Things devices, apps and software?

IoT companies start to answer these questions with in-house engineers who are subject matter experts (SMEs). The problem is the engineers become overwhelmed with the volume of calls coming in and never have time to do their real work, like implementing your new ERP system or making strategic, long-term plans.

Once this point is reached, growing IoT companies look to help desk support from high-level technical companies like Protocol Networks. Protocol Networks takes over the more routine calls, returning your IT team members to their real desks to move your organization through its growth, new product launch, or next big contract.

Internet of Things Needs a Help Desk Too

Whether your company is pushed over the limit by good news – finally rolling out a new product or landing a big contract – or just by the sheer number of calls overwhelming your call center personnel, it’s time to call in a devoted entity to be your help desk call center. Productivity suffers and key initiatives stall when your vital personnel are busy fielding rudimentary calls about your smart products.

3 Help Desk Issues Protocol Networks Solves

We call this The Big 3: the main help desk issues are staffing, toolsets, and the ability to provide data that’s useful.


Think about staffing a call center – 24/7/365, finding subject matter experts – at times 10-15 people. The bottom line is that you want help desk staffing to be somebody else’s problem. It’s only a matter of acknowledging that the help desk has become larger than you want to handle.

Many problems can be solved remotely by the members of our support staff who answer the phone. If that person can’t help, they’ll quickly triage the situation and escalate it to a senior engineer. This reduces the amount of downtime your senior engineers suffer due to the help desk.


Once you scale out of a 1–3 person call center operation, toolsets are crucial to gaining help desk success. Our help desk toolset staples include:

  • Scaling your phone system
  • Staffing expertise in recruiting, training and retaining subject matter experts
  • Voice actors integrated with brand image

We serve as an extension of your help desk – especially if you have proprietary software and products. We field calls and work through remediations – you tell us at what point we need to bring in your product subject matter experts. You leverage our existing support infrastructure while providing high-level support to your clients.

Useful Data

From the beginning, we collect recordings of calls so you can make an educated choice on staffing and servicing your clients. With this recorded data, we’re able to identify where there are potential problems with your products or services. Based on this client base information, you’ll know how pleased your client base is.

The body of knowledge that is developed from these recorded calls also helps identify areas for training for our help desk team members. Thus, keeping your help desk’s knowledge base current and up to the highest standards so you don’t have to worry about level 1 calls. Your team of experts can focus on their work at hand instead of answering the phone!

White-Glove Support for IoT Companies

Together, we come up with a plan to support you for calls to be a seamless pass-through from you to us. Our white-glove support cuts down on the number of times calls need to be escalated to your tier 2 experts.

In help desk situations, 80% of your calls are about 20% of your callers’ problems; therefore, our help desk team becomes even more proficient regarding your callers specifically. This reduces the amount of time your engineers are spending on the phone.

Protocol Networks’ on-shore New England call centers give you and your employees your lives back to focus on your strategic business goals instead of what the next caller needs.

Contact Protocol Networks now to get your call center on track to being a No. 1 help desk.

You Don’t Have To Go It Alone

As businesses evolve, they often face challenges they aren’t fully equipped to handle. If your business is relocating to a larger facility, is migrating from a physical IT environment to a virtual IT environment, or you have a product entering the drug approval stage, you may not have the expertise on staff to navigate the implementation – and completion – of these changes.

It’s tempting to put transitional events onto the plates of existing staff. But, let’s face it, most departments are already understaffed. For example, your internal IT team handles core business processes like onboarding new employees, data security, compliance and day-to-day help desk issues. They generally do not have enough capacity to implement and manage the additional challenges presented by large or specialized projects.

Information technology is an area often reinforced during transitions that require senior IT professionals that companies commonly don’t possess. They also hesitate to bring on board permanent staff for projects since the hiring process can take months to complete. Pharmaceutical companies instead often hire an IT partner to guide them through transitional events like the drug approval process, since they have the necessary expertise and experience required to make the project a success.

It takes an average of 12 years and expenses of over $350 million per drug to research, develop and get to market. This means pharmaceutical companies make huge investments in each drug they develop. Only 1 in 1,000 drugs developed actually make it to trial testing, let alone to the pharmacy shelf. This low success rate makes it extremely important for companies to support the drug at every step of the process to give it the best chance for FDA approval. This means bringing on more expertise during the drug trial process to further strengthen chances of approval.

Logically, pharma IT leaders hire a third-party IT partner with the experience and expertise to guide them through transitions. The IT partner must be trusted, cost effective and have the ability to meet stringent deadlines.

Protocol Networks specializes in helping companies through unique events like an FDA drug approval, facilities expansions and other growth activities. As a change agent, Protocol has encountered and facilitated these kinds of situations many times.

Selecting the right IT provider is critical to successfully making these transitions. Here are the top 4 considerations when hiring an IT partner:

  1. Cost effectiveness – Whether you’re deciding where to go to dinner or which car to buy, the first consideration is cost. Hiring senior IT professionals temporarily for the life of the project provides you with the expertise and experience needed without long-term expense.
  2. Strategic direction – Your IT partner should go beyond tactical solutions to identifying strategies to propel the project (and your organization) forward. A good partner won’t just make sure your infrastructure is up to date; they will also ensure that it is capable of supporting your organization through upgrades, physical to virtual migrations, and even global expansion.
  3. Experience – Your expertise is biopharma technology; your IT partner’s strengths need to complement yours. Let’s say your active directory needs updating, and you’ve never done it before. You need an IT partner who has upgraded directories many times. More to the point – you have one shot to get this drug approved so a partner who has been through the process many times is who you need on your team.
  4. Working relationship – Speaking of teams, you need to know who you’re in the foxhole with. Hiring a trusted, third-party to come in and help your company get through an important transition is essential for a smooth process. Protocol listens to your needs and works with you to identify the best solutions for your situation instead of just applying a standard template.

Protocol Networks is a true partner who will expertly guide you through transition events like moving or getting new products approved and will coach you about how to effectively convey information to the C-suite. Let us know if you are interested in drawing upon Protocol’s extensive resources: online or call 877.676.0146