ROBO Problems: Avoid Truck Rolls to Your Remote Offices
by January 30, 2017

Filed under: Network Performance Management

Whether you’re part of a large enterprise expanding your footprint, a retailer with multiple brick-and-mortar stores, or a bank with many locations, you likely know all about remote office/branch office (ROBO) problems.

Much of the pressure of managing remote offices falls on IT if there are outages, slowdowns or too many end-user complaints.

For years, IT departments have dealt with ROBO maintenance and troubleshooting the best they could. But as the network becomes increasingly complex, businesses need a more scalable and cost-effective way to troubleshoot ROBO end-user experience issues.

The Cost of Truck Rolls Just Isn’t Scalable 

While some large enterprises might be able to afford to staff each remote office or location with IT technicians, it’s far more likely that there will be a gap between IT resources and the distributed offices and locations.

This leaves companies to roll trucks across the country to troubleshoot end-user experience issues with cloud services and applications. However, the network is growing more complex every day, and the costs of sending IT specialists to gauge user experience and fix mystery problems at remote locations will soon become unaffordable (if they haven’t already).

The costs of this kind of reactive troubleshooting are unique to each organization. It’s important to evaluate the three different components of truck roll costs and evaluate them against your own business:

  • Labor: How much are you paying technicians to travel and troubleshoot ROBO problems? Your costs will depend on how many remote offices you have and the sheer volume of problems you have to troubleshoot. But every truck roll accumulates more billable hours of maintenance.
  • Travel Costs: If you’re taking “truck roll” literally, you’ll have to consider truck maintenance, gas usage, cost of rental/ownership, and other travel-related expenses. However, travel costs might also mean airfare as you send technicians around the country (and world).
  • Opportunity Costs: These might be the hardest to quantify. When you send employees from your central IT staff away to troubleshoot ROBO issues, you’re taking time away that could be spent on projects that drive business value. And if you roll a truck just to find the problem is solved by a simple reboot, the opportunity costs will be quite high.

Troubleshooting demands will only increase as we venture further into the era of cloud services. Instead of persisting with truck rolls, cut costs with remote end-user experience management.

The Importance of End-User Experience Management for ROBO Issues

Increased deployment of cloud services has created a troublesome reality for IT departments—a disconnect between the helpdesk and end users.

Without proper communication established, end users ignore recurring problems until they become so critical that a truck roll is necessary. Or, ghost issues keep cropping up, and IT can’t remotely replicate or solve them. This can only lead to bigger end-user experience problems and ongoing frustration for the IT department.

You need to be more proactive with your end-user experience management to avoid these problems.

By implementing end-user experience monitoring, you can make the most of your central IT department and troubleshoot ROBO issues from the comfort of your headquarters. Some issues might ultimately require a visit, but you can drastically reduce the amount of time wasted on simple issues that can be solved remotely.

If you want to learn more about solving remote office issues more effectively, download our free whitepaper, How to Solve the Top IT Issues at Remote Locations.