SCHOOL HELP-DESK SOLUTION

Transcription

1 1 EDUCATION SCHOOL SCHOOL HELP-DESK SOLUTION TECH

2 WHO IS THE CUSTOMER? ENVIRONMENT Best Practices Competition PROCESS Automation Operational Re-engineering Teachers STUDENT Parents INFRASTRUCTURE Facilities Transport PEOPLE

3 CUSTOMER TOUCH POINTS Admission Pre admission information Admission forms sale & submission Admission queries Admission results & enrolment process Academics Curriculum planned & covered Assignment Exam/Test Interschool competitions PTM Session Start Orientation School uniform/books Bus services Class Allocation Teachers/Subjects Class Orientation Timetable Extra Curricular Sports/ Arts/Dramatics/ Dance & Music/Various Societies Selection process Practices Performance

4 COMMUNICATION every step of the way Admission Orientation New Session PTM Exams For College Events

5 CURRENT ENVIRONMENT Competition need for differentiator Comparison with Global services Multiple modes of communication Instance response expectation Need for Feedback mechanism for efficiencies Customer (read Parents/Students) Data becoming more and more important just like any other industry

6 CURRENT SCENARIO Communications flowing in all directions

7 CURRENT SCENARIO ISSUES No tracking of Enquiries/Requests/Complaints No learning and improvement Repeat CRIs Escalations Eat into primary role productivity Lack of consistent information sharing

8 HELP-DESK SOLUTION SOLUTION MODELLING Analysis Feedback & Recommendations SUPERVISORS TEACHERS COUNCELLORS SPORTS MUSIC DRAMATICS ARTS SCULPTURES ADMINSTATION TRANSPORT BOOK SHOP UNIFORM SHOP CAFETARIA SECURITY

9 ANALYTICS SAMPLES RECOMMENDATIONS:

10 HELP-DESK SOLUTION BENEFITS Tracking of each Enquiries/Requests/Complaints Tracking of resolution time (Turn Around Time) Complete Resolution Feedback to School Management with recommendations Reduction in Enquiries/Requests/Complaints Reduction in Repeats Reduction in Escalations Consistency of Information flow

11 HELP-DESK SOLUTION BENEFITS Right person for right role Service Orientation approach Serves as a differentiator in comparison to other schools Centralised database No/Low incremental cost - efficiency gains

12 WHY OUTSOUCE TO SOLONIST? Solonist Team comes with rich experiencee in the Helpdesk and Process re-engineering domain The team works in sync with Global Best Practices

13 WHY SOLONIST TEAM? ~ Vebhav Anand Founder & CEO 20 years of working for Dom/Intl BPOs. Transformed operations for top brands like MakeMyTrip and Ebookers ~ Mohd. Abid Co-Founder & COO 18 years of working for International BPOs in leadership position including Genpact and Convergys ~ Dr. Taruna Anand Consultant Life Sciences Qualified physician with Health and Family Welfare Management degree. Her 18 years of industry experience includes 14 years in Clinical Research & Medical Writing working on projects of Pharmaceutical customers across North America, Europe, APAC and India. ~ Dr. Avinandan Mukherjee Advisor Best Practices Professor and Chairperson of the Marketing Department in the School of Business at Montclair State University, New Jersey, USA. ~ Dr. Neeru Malhotra Advisor Best Practices Associate Professor (Senior Lecturer in UK). She holds an international reputation in the field of Services Marketing. She has numerous studies and white papers to her credit. Solonist Team comes with rich experiencee in the Helpdesk and Process reengineering domain The team works in sync with Global Best Practices

14 NEXT STEPS Contact us: Call: Discuss model in detail and plan of action

15 THANK YOU FOR YOUR TIME AND ATTENTION!