You Talk, We Listen: Office 365

Fanatical Support helps our customers get the most out of Office 365

You talk we listen

New customers often contact Rackspace to ask about email. Instead of simply selling them email and sending them on their way, we view this as an opportunity to get to know them, build a partnership and help find the tools they need to grow their business.

Our goal isn’t to sell a single product or work with a customer for only a few months. We want to be alongside our customers for many years and help them pick the suite of tools, platforms and services that best meet their unique needs.

Unlike other companies, we aren’t about commissions for extra products or add-on sales. That’s not our focus. The last thing we’ll try and do is sell you things you don’t need. And while many customers do contact us about email only, they should be thinking about something much bigger: Microsoft Office 365.

We want our customers to gain the advantages of the entire Office 365 suite by using it to its fullest extent and capabilities. After all, the real power of Office 365 comes from integrating its available tools.

Here are five ways Rackspace helps customers get the most from their investment in Office 365:

Understand each customer’s business needs

Instead of asking new customers what products they want to use, we ask them what they’re trying to solve or what problems they’re experiencing. With that information, we’re often able show them features in Office 365 they’re already paying for, which can help them further their goals.

We help customers evaluate their immediate needs, but we also look at whether they may expand their usage across the product suite. By starting with business needs, we can help our customers get the best return on the investment they’ve made in Office 365 by recommending the best solutions for their problems.

Pick the right package

Rackspace doesn’t just offer one or two different packages and expect all businesses to fit into these little boxes. One of the unique qualities of Office 365 is the number of different purchasing options it offers, all based on the products and services you need.

Our plans range from $8 per-user-per-month (Business Essentials), which has a 300-employee maximum, to $23 per-user-per-month (Enterprise E3), which doesn’t limit the number of employees and offers more features, such as unlimited OneDrive storage.

We often find that customers think they simply want to buy Microsoft Exchange for $7.99 per mailbox-per-month. We point out that the Business Essentials plan costs only one cent more and offers plenty of products that will help increase productivity.

Help customers select the best add-ons

In many ways, the real power of Office 365 comes from the wide variety of add-ons that can add functionality to the products, especially in terms of mobility. During the sales process, our specialists can answer any questions about add-ons for your specific needs, both now and as you grow.

For example, an add-on that many small businesses are not aware of is Azure Rights Management, a compliance and security add-on that provides a variety of features, such as point-to-point, email encryption, data loss prevention and document protection.

Businesses can use it to specify that certain employees have read/write privileges while another group only has permission to read. Azure Rights Management offers a lot of flexibility, especially for organizations in a regulated industry or with compliance mandates.

Determine external programs to replace with Office 365 tools

Since Office 365 has 18 different applications, many clients haven’t heard of some of the lesser-known tools that can drive real business needs and solutions. We often find customers are paying for an additional program from another vendor with the exact same capability as a tool that is already included in their Office 365 suite.

Rackspace is here to help you with any issues as your team begins using new Office 365 tools.For example, many businesses do not realize that OneDrive, which is included in Office 365, provides the same capabilities as Dropbox, but with significant security enhancements.

Many small businesses also opt to replace collaboration tools such as Slack with Microsoft Teams, which is a chat-based workspace in Office 365. Teams enables your employees to conduct team chats via Skype that are visible to the entire team or smaller, more private group chats. This allows the company to save money by no longer paying for additional solutions, and to reduce time spent on maintenance and administration of an additional program.

Help small businesses use entire suite to increase productivity  

Over the years, we’ve learned many small businesses use only the Office 365 tools they’re most familiar with or are already using, which is usually just Microsoft Exchange.

Once they adopt the Office 365 suite, we can help them better understand and use more of its applications, thus increasing their productivity. Many small businesses find they can use OneDrive for Business partnered with SharePoint document libraries to replace storage solutions they’re currently paying for. Based on the license you’re getting, you have anywhere from one terabyte to unlimited terabytes of storage per user to actually store documents.

SharePoint is another tool that can give small businesses big benefits when they use it for collaboration across teams and to gain mobile access to all of the information they need, including calendars, groups and planning tools. You can also add Planner, a lightweight project management app launched within SharePoint that lets team leaders assign tasks and responsibilities to team members and then track their process.

Many also are not aware of the new Groups feature in Office 365, which integrates with OneDrive, SharePoint, Exchange and MyAnalytics to help a company collaborate.

Groups creates a common collaboration space for a designated group of employees, instead of relying on an email distribution list. Team members can see all group emails, a master calendar for scheduling, the document library and meetings. It also gives users one common place for all collaborative documents so everyone always has access to the latest version in real time.

At Rackspace we live our commitment to providing Fanatical Support – it isn’t just a catchy phrase or a tagline, but a commitment we make to our customers every day. When you call your Rackspace team, we don’t simply read from a script to solve your problem. You have access to trained Office 365 specialists to help you find the best solution for your specific business needs.

Yes, we solve the problem you are having today, but we’re also dedicated to partnering with you over the long haul. We want you to get the best return on your investment, and as your business keeps growing, our Fanatical Support team will be able to support you with a custom solution or managed services offering that’s perfect for your evolving needs.

It’s a long journey and we’re ready to help Office 365-savvy businesses like yours every step of the way.

Adam Ochs is a lead technician within the Office 365 Advisory Services team at Rackspace. He has worked in the Microsoft product stack for the last six years and has been a technology enthusiast well before that. His primary work background is with Microsoft Exchange and has expanded in recent years to the entire Office 365 product stack. He is a Microsoft Certified Professional with an MCSA in O365. Adam prides himself on being fanatical for his partners and works closely with some of our largest enterprise customers to deploy and adopt complex Office 365 solutions.


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