Redefining Microsoft Support: How FHI Found a Better Fit
Family Health International (FHI) is a global non-profit on a mission to help people everywhere lead full, healthy lives. Their work spans continents, and their tech needs are just as broad. So when Microsoft support wasn't cutting it, FHI needed a solution—fast, flexible, and truly helpful.
The Problem with "Traditional" Microsoft Support
Like many organizations, FHI initially partnered directly with Microsoft for Unified Support. But the experience was inconsistent. Slow response times. No dedicated team. Little continuity. And a lot of frustration.
FHI didn’t just need technical help—they needed a team that understood them.
A Better Way with DCG
DCG stepped in as a strategic support partner, offering something radically different from the typical support model.
Here’s what made the difference:
- Focused on Resolution, Not Just Response: DCG prioritized solving issues quickly rather than just responding to them. Most support tickets were handled directly without ever needing an escalation to Microsoft, reducing delays and boosting efficiency.
- Dedicated Support Team: FHI benefited from a consistent team, including a dedicated CSAM and support staff who worked on all their tickets. This continuity meant deeper understanding of their technologies, faster resolutions, and fewer repeated explanations.
- Proactive Partnership: More than just troubleshooting, DCG’s team took the time to understand FHI’s systems and challenges. We offered strategic advice and guidance, helping prevent issues before they occurred and empowering FHI with smarter long-term solutions.
- Flexible Support Hours: By utilizing our tailored pricing model, FHI had the freedom to apply support hours towards smaller projects, proactive services, or roll them over as needed. This provided FHI's technical leaders with comfort in knowing they could apply their contract hours in a way that did not leave them holding onto unused hours—and predictable costs that aligned with their budget and goals.
Even when escalation to Microsoft was necessary, DCG managed it on FHI’s behalf—streamlining the process and accelerating resolution times for those more complex cases.
The Result? Smoother Operations and Happier Teams
"By working with DCG for support of their Microsoft products and services, FHI has experienced a dramatic improvement in the quality and responsiveness of their Microsoft Support. This has driven additional business units within FHI to begin utilizing DCG’s Advanced Support for their Microsoft products and services.”
- Tom Maloney, Director of Infrastructure & Operations at FHI
Support That Gets You, Not Just Your Systems
FHI needed Microsoft support that was personalized to their needs. By joining forces with DCG, they were able to receive better stewardship of their support service, faster time to resolution, consistent and responsive service, and a flexible pricing solution for their support hours.
If you’re tired of generic support and one-size-fits-all service, it might be time for a change. At DCG, we don’t just solve problems—we partner with you to prevent them.
