Capability Document - IT Help Desk

Transcription

1 Capability Document -

2 TABLE OF CONTENTS 1) About Rigel Networks ) Business Overview ) Introduction to ) Rigel Network s Features ) Advantage Rigel Networks ) Client Engagement Model...5 7) Case Studies...6 a. Field Services... 6 b. 7 c. Work Order Management 8 1 Rigel Networks Capability Statement

3 1) ABOUT RIGEL NETWORKS RIGEL NETWORKS : A Global SOFTWARE SOLUTIONS & IT SERVICES company Rigel Networks is an End to End IT Service Company with an experience of more than a decade in serving SMEs across USA, EU, GCC and Aus. We transform customer s business by consulting, providing business & infrastructure services and deploying technology solutions. Taking care of human values and ethics, we engage with every customer individually and build custom Value for Money solutions driven by culturally trained, effectively communicating and efficient certified professionals. We foster businesses by innovation, quality, structured processes and collaboration with global resources to fulfil our mission of Let Us Grow Together! Our end-to-end IT solutions right from conceptualizing and designing to the implementation and support, are built on the foundation of transparency, smooth communication and robust project management. The Solution first approach combined with technological vision and innovative thinking have always enabled business to reach their full potential and accelerate the growth. Since our inception in 2004, we have been consistently developing strategies to widen our core IT services by expanding its reach, retaining customer relationships, engineering new business models and enhancing service capabilities. We have shaped our culture that is appropriate to software developers who consider their work as a craft. This is the reason why we have had the privilege to work with some of the amazing companies on earth when it comes to develop software product with different languages and technologies. HIGHLIGHTS Established in May 22 nd, 2004 Head-quartered at California Area, USA Multiple state-of-the-art Offshore Development Centers in India and offices in Australia and U.K Zero Debts, Zero Investors & Zero Liabilities since inception MANAGEMENT TEAM Bhairav Patel, Founder & CEO Vishal Dalsania, Founder & CTO Nischal Patel, CIO 2 Rigel Networks Capability Statement

4 2) Business Overview Business Services Business Transformation & Consulting Helpdesk Services Infrastructure Services Business Process Outsourcing Business Solutions EMR E-Commerce Solutions CRM CMS Industries We Serve IT Retail Logistics Healthcare Construction Telecom Hospitality Technology Expertise Microsoft Open Source Mobile Cloud Virtualization Big Data 3 Rigel Networks Capability Statement

5 3) Introduction to provides a centralized location to deal with technical issues. Employees don t have to wonder if they should call a particular engineer or programmer or member of the support team. They simply dial the IT help desk with the knowledge that they are trained to handle complex problems. An IT help desk can make sure that issues are handled in the order they are received by generating tickets for employees. This also provides a time frame for when the problem should be resolved. Help Desk can create a historical log of all the different problems they encounter at the company. This documentation can then be used as a reference point if the issue should pop up again, since they will know how the problem was resolved. Historical logs are also useful if an employee is having an ongoing problem and needs to contact the IT department multiple times to settle the issue. At Rigel Networks, we release the burden on the support center with our organized Support Services. Our clients can count on us for being the first point of contact for their employees and clients. We seamlessly integrate our IT help desk support services with other support groups in your organization to enhance workflow processes lead to a distinct improvement in customer satisfaction levels. The IT help desk can use the information they gather on a daily basis to run performance reports. We provide dedicated support to various industries like Finance, Banking, Insurance, Telecom, Healthcare, Media & Entertainment, Retail, Logistics, Construction, Hospitality and Information Technology. 4) Rigel Network s Features Personalized process tailored to your business Specialist support Initial confirmation response to requests International language support Support on complex hardware and network operating system software Monthly service level review meetings 24/7 Assistance A single point of contact for the management of all calls Dedicated Team of Resources Tailored acceleration and progress Accurate and timely reporting On-shore and off-shore expertise 4 Rigel Networks Capability Statement

6 5) Advantage Rigel Network 1) Extensive Multiple Industry Knowledge: We have an extensive experience of numerous projects in various industries like Healthcare, Telecom, IT, Retail, Construction, and Logistics 2) Certified Technology Experts: We are certified Microsoft Gold Partners and Kentico Bronze Partners 3) One-Stop-Destination for all your IT needs: We are an End-To-End IT Solutions and Service provider combining latest technologies and strategic expertise to meet client s requirements. We can offer services from requirement analysis, technical design, development, QA, testing and till support, training and maintenance 4) Flexible Engagement Model: Whether it s project-to-project base or dedicated team base, our engagement model is designed to meet our clients needs We can ramp up a development team for our clients at a very short notice 5) Cultural Synchronization: We go extra mile to understand our client s culture and hence, there is always a cultural synchronization between us and our clients. 6) Client Engagement Model Our client engagement model involves: 1) The client will be conducting the interviews before hiring the resources. 2) Resources will be able to work on the client Time zone irrespective of the geographical location and time. 3) Resources will be directly coordinating with the client and will be available on Skype during working hours, can be contacted over the Phone when needed. 4) Resources will be working from our Indian Branch, however, they will be fully controlled and monitored by the client. 5) Resources will be ready for daily to weekly bases reporting, if required. 6) Resources can be hired on Hourly to Monthly basis. 7) Free replacement of the resources will be offered, if the client do not find them good or they leave the company. 5 Rigel Networks Capability Statement

7 7) Case Studies a) Field Services Industry: Field Service Organization Size: Medium ( employees) Country: USA Customer Profile: Our client is one of the leading US based retailer, of various equipment like printers, scanners, Xerox machines, POS machines etc. Their reputation for value of money and good customer service has enabled them to become one of the biggest retailer in US. Business Need Our client is one of the leading US based retailer, of various equipment like printers, scanners, Xerox machines, POS machines etc. Their reputation for value of money and good customer service has enabled them to become one of the biggest retailer in US. Until 2013, they managed their own repair and warranty operations through an internal team, with staff having to negotiate servicer booking and scheduling and continually monitor response and completion times. However, with the growth of the business, it was recognized that this was not the most efficient use of internal manpower and a decision was made to outsource their Field Services. Rigel Delivery Rigel Networks with its existing staff of highly skilled and trained personals, along with its high level of commissioning, enabled speedier service scheduling and faster job completion. We had the ability to provide high levels of customer service to back up the fully outsourced solution which they offer; from initial customer contact and soft fixes on the phone, to scheduling the manpower and managing the full repair process. Our customer care team are the first and last point of customer contact for warranty repairs. This would allow his internal staff to focus their energies on the core sales business. A few key features 24/7 * 365 help desk support. Well trained support staff delivering best-in-class services. 100% Achievement of SLAs and KPIs. 6 Rigel Networks Capability Statement

8 Achieving continual process improvements and increased business agility. The Outcome There was 30% increase in the ROI for the client due to prompt and apt response from our team. Owing to our variable cost base, as charges are made per job, there was a considerable amount of reductions in costs on the repair and warranty side. The client has now expanded to 2 other remote locations in United States. We have provided our client with timely and cost effective solutions that has served to significantly enhance the ESI customer experience. b) Problem Statement One of the leading consulting company based in Victoria, Australia with a combined experience of more than 15 years, provides an online business services, consulting and general assistance to small- and medium-sized businesses. Industry: Management Consulting Organization Size: 500+ employees Headquarters: Victoria, Australia For most part of its business, our client was dependent on s and calls. Response time is crucial and customers like to be acknowledged even if their request is not fulfilled. The client wanted to offer 24*7 support to its customers. Along with this, reporting was another area that the team wanted to improve. They wanted to monitor performance across help desk modules Solution Rigel Networks supported the client with the trained professionals who were proficient in handling incoming requests, assigning them to the correct team member and adding instructions to the knowledgebase. With customized solutions, dashboards and custom reports were extremely user-friendly. The ability to schedule and share reports periodically helped the team gain valuable insight. Few Key Features 7 Rigel Networks Capability Statement

9 Our 20-member help desk team at Rigel Networks offers IT support and service to more than 5000 customers of the client With most of the team s productive time spent on analyzing and closing tickets, it took longer than necessary to determine the root cause and to resolve tickets. Our 24*7 help desk made sure that all the tickets were served within 10 minutes. The ability to assign tickets to specific users automatically helped organize and monitor the entire support process. This also made it easier to keep a track of individual customer issues and the time to resolve each one of them Results There was 35% increase in the ROI for the client due to our highly responsive team and all round support. A proper documentation and knowledge base of all the tickets, allocated technicians and other details. Improved turn- around time and the increase in customer satisfaction rate is a reflection of this. c) Work Order Management Problem Statement A leading IT service provider in US provides online support, server management, data backup support, security to various customers across the globe. Industry: Information Technology Organization Size: 400+ Employees Headquarters: California Area, U.S.A Majority of the service requests were issued via or call. Often, these requests were missed due to different time zones resulting in poor customer service and satisfaction levels. The manual processes did not allow historical tracking of the information related to the IT support and maintenance activities performed by the client. It was essential to maintain accountability for all the activities performed in order to keep a check on billing. Solution 8 Rigel Networks Capability Statement

10 Rigel Networks provided a dedicated team which was trained and skilled to manage IT service tickets in a timely manner improving customer satisfaction level significantly. We offered 24*7 support with IT help desk experts available round the clock to attend the requests irrespective of the location. Few Key Features 24*7 Live Support Easy integration of to and from the clients in a single system. Easy for customers to view their ticket and the current status. Effective communication between Client, Support Engineers, and his customers. Seamless integration with other office tools Scheduling tool allows easy assignment and re-assignment of the work. Provides historical records of all the service tickets and work completed by each engineer. Reduced duplication and elimination of errors. Results Decreased missed appointments from 25% to less than 1%. Second follow up calls from the customers were eliminated Decreased ticket resolution time. Single point of source for all the information related to a client Easy and efficient to collaborate with the customers 9 Rigel Networks Capability Statement