BNO: Proactive vs. Reactive Video Transcribed

Let’s talk for a second about proactive versus reactive. It’s not a big secret that when you react to a problem, they tend to be more expensive because they’re going to be bigger issues that need to be solved. Whereas with a proactive plan, you may spend a little more up on the front end, but you make up for it on the back end because you’re saving because problems are smaller and easier to fix.

So for example, this is a typical downtime scenario on a reactive model:

Envision coming into the office one morning about 8 a.m. and you begin to notice things just aren’t working right. You sit down, you try to figure out what’s going on, you do what you know how to do, but eventually you realize you’re in over your head and need to call for help. So you call us. Well, you weren’t on our schedule for that day, so we have to rearrange some things, and eventually we get out to your office and we start working on it, talk with you to figure out what’s not working right, run some diagnostics, try to better understand the problem and ultimately get it fixed and implement the repair to get it back up and running.

But it took ALL DAY to get you back up and running. You lost your whole morning and a good chunk of your afternoon, too.

Now take a look at that same scenario on a PROACTIVE model:

On a proactive model we’re doing maintenance and monitoring to watch for problems when they’re small, and your computer is going to be phoning home to us to let us know when things are going wrong. So at 8 a.m. when we get in, we see a pretty big alert from your computer saying “Hey, something has failed!” We’ve also set up the ability to remotely access your computer without having to drive to your office, so we just immediately remote in and start working the problem. No diagnostic time–we already figured out what’s going on based on the report and we implement the same fix in the same amount of time, but the difference is you’re up and running that much faster!

In fact, the amount of productivity you gain between the time we fixed it on a reactive model and the time we fixed it on a proactive model the savings you realize from not losing that opportunity cost and not having that downtime could pay for the WHOLE YEAR of proactive service.

So we can’t completely eliminate reactive work in a proactive model, but the closer we can get you to the proactive side of the scale, the better you’re doing, and that’s what BNO tries to deliver.