OUTSOURCING WITH NETFOR YIELDS BIG BENEFITS FOR CLIENTS

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1 OUTSOURCING WITH NETFOR YIELDS BIG BENEFITS FOR CLIENTS Increased risk management, decreased costs and improved customer call satisfaction top the list of benefits clients experience working with Netfor

2 SITUATION: Outsourcing can be risky. You ve worked hard to build a team and a company that you trust. You manage individuals, departments, processes and standards to make your business as successful as possible. Why would you turn part of that over to an outsider? Netfor clients come to us with a lot of reasons to consider outsourcing their help desk or call center. Some are wasting valuable resources by handling customer questions on their own. Others report their customers experience is not as strong as it should be due to long call waits, wrong answers and low rates of first-call resolution. Many say they have employees who should be focusing on growing the business and their contribution to it, but instead are chasing down one-off answers for customers. Their concerns are significant. Another common theme in our initial conversations with potential clients is a real anxiety about outsourcing. They don t want to let go of control. They are nervous about the security of their company s information in the hands of an outsider. They worry about reliability, quality, hidden costs and hitting deadlines. They ask themselves and us how a sudden loss in key employees at Netfor could possibly affect their service. And aside from the technical details, potential clients wonder whether the people at Netfor the ones executing services on behalf of our clients are a good fit. They want to know more about the Netfor culture and how will it mesh with their own business and people. 1

3 POTENTIAL CLIENTS DON T WANT TO LET GO OF CONTROL. WE UNDERSTAND AND RESPECT THAT FACT. 2

4 ACTION: Our clients may feel like they take a leap of faith when they choose to outsource their help desk or call center to Netfor. We understand and respect that fact. To help clients feel confident in their decision to hire our team, we answer any questions they have and volunteer details they might not have thought about prior to a contract being signed. We continue that open communication as work progresses. Netfor clients graciously tell our story for us by serving as references and providing testimonials. Once a person turns into a client, they begin to experience the quality of our service firsthand. Netfor s delivery is based on a best practices framework for providing managed services. We have a trusted process for managing success or failure at every step, which paves the way for continual improvement to ensure we are always getting better for our clients. Cost is the most common reason our clients consider outsourcing. To demonstrate Netfor s transparency with clients, our contracts stipulate all costs for services, whether they are on a monthly, quarterly or annual basis. If a contract is fixed fee, there are no additional fees. If it is smarter to set up a contract on a per-minute or per-call basis, we will do that as well. When clients have questions about our fees, we are up front and open. Netfor s world-class security plan ensures our clients information is safe. Nondisclosure agreements are standard, and to fulfill government and industry requirements, our plan is compliant with HIPAA and Sarbanes Oxley. To assure clients that Netfor is being held accountable for deadlines and responsibilities, all of our projects and service-level agreements are designed to include date- and time-stamped touch points. This measure supports timely response and resolution of issues. Netfor even accounts for unforeseen contingencies. If lightning strikes the building or our staff 3

5 falls ill from some bad sushi, you will know exactly how those emergency situations will be handled and how they may affect your service. THE NETFOR TEAM NEEDS TO MESH WITH YOUR PEOPLE TO BUILD STRONG, LASTING RELATIONSHIPS. And in the unlikely event that a relationship with Netfor doesn t work out, we have a service unwind procedure to make the transition from Netfor as seamless as possible. Having best practices in place helps us to mitigate risk for our clients. (If you are interested, we are happy to share our robust plan with potential and current clients.) At the heart of the Netfor Service Desk are our people. And our people need to be able to work well with our clients people in order for strong, lasting relationships to develop. Inside the Netfor office, you will meet your fair share of gamers. Our team members love strategic and tactical problem solving, which lends itself to the Netfor Service Desk way of working for our clients. Our culture is also one that values trust, respect, innovation and education. We are all here under one roof in the heart of the Midwest: Fishers, Indiana. 4

6 MAJOR RESULTS: By using the outsourced Netfor Service Desk, our clients experience many benefits. (Our Results page presents case studies that illustrate several of Netfor s major benefits.) One client with more than 4,500 franchise locations has experienced savings estimated at $500,000 a year. Netfor has practically eliminated operational interruptions at the franchise locations and has cut the incidence of disruptive technology issues. ONE CLIENT HAS EXPERIENCED SAVINGS ESTIMATED AT $500,000 A YEAR. Our experience and best practices enable us to accelerate the speed on projects when our clients need it most. Our single point of contact phone service and the service management portal empower clients to manage incoming questions and requests with ease. By measuring data at every step, we efficiently escalate and communicate the importance of unanswered questions so customers can get answers fast, supporting customer experience and first-call resolution rate. By outsourcing, our clients have greatly increased their customer call satisfaction rates to an average of 98 percent. Serving as the single point of 5

7 contact, we use each client s knowledge base to address problems quickly and effectively, 24 hours a day. That also means clients employees are no longer tasked with fulfilling help desk or call center tasks. Instead, they are focusing on things like growing and improving internal processes to support the success of the business. Companies often can t anticipate how metrics such as customer call satisfaction rates can affect their bottom lines. Netfor helps them uncover problems and any potential or existing risks that could be blocking the way to reaching their goals. This can lead to recommendations for workforce training, ways to improve their service availability or which customer issues should be top priorities for the client. Before becoming a regular client using the Netfor Service Desk, many people and businesses get to know us through a Netfor Service Desk Consulting assessment. This meticulous, data-driven assessment process empowers them to make smart decisions about their call center or help desk. They find out what they are capable of doing on their own and what they may not be able to handle in house. Assessment clients can clearly see the big hurdles that need to be overcome and know if they have the resources to overcome them on their own. 6

8 SUSTAINABILITY: Netfor continues to grow and improve what we do for our clients, many of whom have worked with us for more than 10 years. Earning and keeping their trust require a track record of active, open communication. We support our clients by improving their ability to manage their risk and maximize their control through our proven best practices model. We do one thing and we do it very well. We are not a one-stop-shop for all of your customer service needs. Staying focused on the Netfor Service Desk means we are constantly improving our service to revolutionize the customer experience and the call center/help desk industry. 7

9 WE DO ONE THING AND WE DO IT VERY WELL. 8

10 TO LEARN MORE Take the Netfor Challenge to find out if outsourcing with Netfor might be a smart choice for you. To learn more about Netfor Service Desk Consulting and our meticulous, datadriven assessment process, contact us or call We can uncover what you need to know to make your customer experience the best it can be.