Service Desk 3.0, the ideal solution

Size: px
Start display at page:

Download "Service Desk 3.0, the ideal solution"

Transcription

1 Service Desk 3.0, the ideal solution

2 Service Desk 3.0, the ideal solution Contents 03 Introduction 04 Service Desk Service Desk Service Desk Conclusion Service Desk 3.0, the Ideal Solution - white PAPER - 02

3 Service Desk 3.0, the ideal solution Introduction Technology is more vital than ever before for companies of virtually all sizes, industries and locations. Organizations that are able to leverage the most advanced technological solutions available inevitably gain a tremendous advantage over their less technologicallysavvy counterparts. For firms ranging from international commercial enterprises to large-scale public sector institutions, one critical tool for gaining the most out of technological solutions is the service desk. The service desk is essential for both external and internal purposes. Externally, service desk solutions are a key component of the overall customer experience. A high-quality service desk can help firms to eliminate poor customer service experiences and increase satisfying interactions. On the internal side, the service desk is vital for ensuring that employees have access to the technical expertise needed to effectively utilize the technologies at their disposal. Businesses are increasingly making advanced technology available to their workers, including customer Service Desk 3.0, the Ideal Solution - white PAPER - 03

4 While Service Desk 1.0 and Service Desk 2.0 were wellsuited for their times, the most sophisticated, effective solution currently available is Service Desk 3.0, developed by Bell Techlogix. relationship management (CRM) solutions, big data analytics and more. Whenever such technologies are deployed, training, implementation and maintenance issues will inevitably crop up. At these times, workers will turn to the service desk for solutions. As technologies have evolved, so too have service desk solutions. And, as with cloud computing, big data analytics and others, businesses must take advantage of the latest advancements in service desk solutions to remain competitive. While there have been consistent advancements in service desk deployments, three phases have defined the solution. While Service Desk 1.0 and Service Desk 2.0 were well-suited for their times, the most sophisticated, effective solution currently available is Service Desk 3.0, developed by Bell Techlogix. This new paradigm presents innumerable advantages for its clients, including cost-savings, efficiency improvement and more. To appreciate the improvements featured in Service Desk 3.0, though, it is first important to understand the phases that came before it. Service Desk 1.0 A number of features defined this first phase of the service desk. These deployments were highly customized to meet the specific needs of the company, ensuring that the solutions in place could handle the demands of companies clients and internal users. Service Desk 1.0 was also typically featured on-site, which has the obvious benefit of improving communication within the organization. Consequently, the bulk of customer support workers employed for Service Desk 1.0 deployments were domestic. In all of these ways, Service Desk 1.0 provided tremendous benefits for those companies deploying such solutions, filling a need that had been growing for many years. Before the development of Service Desk 1.0, organizations were forced to reroute valuable internal resources to handle these issues. Service Desk 3.0, the Ideal Solution - white PAPER - 04

5 However, this model featured numerous shortcomings. Tools tended to be poorly integrated, or not integrated at all. The delivery model itself was also non-integrated. Because the solution was so recent, best practices had not yet been developed. There was a general lack of standardized practices throughout the industry, which damaged the potential return on investment for these solutions. Quality varied tremendously from organization to organization and deployment to deployment. This undermined the user experience, leading to frustrated employees and dissatisfied customers. ROI was further weakened by a lack of automation. Instead, Service Desk 1.0 relied largely on manual processes, which were both timeconsuming and less effective. Cost was also an issue for Service Desk 1.0. Solutions were not particularly streamlined, which caused a variety of inefficiencies and drained organizations resources. The problems inherent to Service Desk 1.0, particularly the high costs associated with these solutions, led directly to the development of its successor, Service Desk 2.0. Service Desk 2.0 The primary focus of Service Desk 2.0 solutions was delivering performance at a low cost to the organization. To a significant degree, it was successful. Service Desk 2.0 was defined largely by offshoring. Organizations began to move their service desks to India and the Asia-Pacific region. The lower cost of labor in these locations helped to significantly drive down the total cost of service desk solutions. Additionally, the technology utilized by service desk solutions provided numerous other benefits. Service desks in this phase had more varied tools at their disposal, thereby expanding offerings. These tools were also more sophisticated than those used in Service Desk 1.0 configurations, which improved adaptability and, to an extent, efficiency. Service Desk 3.0, the Ideal Solution - white PAPER - 05

6 When employees need help with a new technology, the service desk needs to be available and capable of providing support. In Service Desk 2.0, this was not always the case. However, as with its predecessor, Service Desk 2.0 configurations also featured numerous disadvantages that compromised the effectiveness of these solutions. Most notably, offshoring service desk operations often created native language communications complexity and quality of service issues for many users. This complexity created a major impediment when it came to providing an exceptional end-user service experience, given the critical importance of communications. Due to language barrier issues it is often a struggle to efficiently and effectively address the user s support request. This problem was exacerbated by the fact that service desks must be able to resolve complex technical problems, particularly on the internal side. When employees need help with a new technology, the service desk needs to be available and capable of providing support. In Service Desk 2.0, this was not always the case. As a result of this communication breakdown, many organizations experienced a decrease in resolution rates and an increase in call times. Additionally, user frustration became a more common problem. Time also became an issue. In a Service Desk 2.0 configuration, employees will likely be located halfway around the world from callers, and therefore in a different time zone. This issue can be somewhat mitigated through simple scheduling, but communication between the offshore service desk center and the organization s management becomes inconsistent and delayed, which undercuts efficiency. Further undercutting the value of Service Desk 2.0 deployment was the fact that costs often did not remain as low as organizations anticipated. To make up for the lower degree of experience among employees, organizations would be forced to invest in additional training, as well as more staffing and a generally larger workforce. Organizations would also often face remediation costs, which can add up extremely quickly. Additionally, Service Desk 2.0 solutions often struggled to retain staff. High turnover rates forced organizations to continually spend money on recruiting and training new employees. This also caused a regular loss of institutional knowledge, which diminished the overall quality of service provided by these solutions. Service Desk 3.0, the Ideal Solution - white PAPER - 06

7 There was and continues to be major pressure on U.S.-based companies that outsource jobs to other countries, as the practice is generally seen as detrimental to the U.S. economy. The ultimate result of these factors is that the primary advantage of Service Desk cost-savings - was, when put into practice, severely undercut. Organizations deploying Service Desk 2.0 solutions also faced public relations problems. There was and continues to be major pressure on U.S.-based companies that outsource jobs to other countries, as the practice is generally seen as detrimental to the U.S. economy. One of the main goals of the service desk is to ensure that clients, customers and members remain loyal to the organization, and this objective is made more difficult if the firm faces a public backlash. Finally, Service Desk 2.0 s overwhelming focus on cost-savings meant that most organizations practicing this deployment were unable to devote themselves to improving practices and adopting industry standards. Consequently, the overall quality of service desk solutions did not improve much as could be expected and hoped. The shortcomings of Service Desk 2.0 have been a burden for organizations for several years. Now, however, Bell Techlogix has developed and refined the next stage: Service Desk 3.0. Service Desk 3.0 Service Desk 3.0 represents the most advanced and cost-effective service desk solution yet developed. It offers superior performance compared to both of its predecessors without draining companies budgets. Service Desk 3.0 is defined by an entirely market-driven approach. As noted earlier, businesses are constantly adopting new technologies, leading to ever-evolving user IT demands and organizational requirements. While Service Desk 1.0 was insufficiently developed to offer this level of flexibility and Service Desk 2.0 emphasized cost-savings over high-quality service, this phase is ideally suited to meet the IT needs of modern day businesses. This level of service is achieved through a combination of customization and self-service offerings. In the past, service desks were largely limited to offering off-the-shelf arrangements. These cookie-cutter solutions Service Desk 3.0, the Ideal Solution - white PAPER - 07

8 cover a broad swath of general service desk issues, but they will lack the specificity and flexibility needed to optimize performance for companies. Service Desk 3.0 allows firms to adjust their service desk features as needed. Additionally, by including a greater degree of self-service functionality, Service Desk 3.0 empowers users to resolve issues and create tickets independently. This reduces the personnel needed to run the operation, driving down costs. The quality of service in this model is also significantly improved thanks to a U.S.-centric delivery location strategy. Bell Techlogix has established service desk delivery hubs located throughout the country, which yields numerous benefits. The language, time zone and management issues engendered in Service Desk 2.0 are entirely negated, as are a number of the other shortcomings of that model. In this model, service desk agents are more highly trained and typically remain in their positions for multi-year tenures, which is far longer than most offshore service desk solutions. This allows individual agents to build up a greater body of knowledge, which improves the overall quality of service delivered. Consequently, resolution rates go up and average call times go down. Additionally, fewer workers are needed to serve a given user population, keeping costs near or below Service Desk 2.0 levels. Thanks to the overall improved service, companies using these solutions are able to offer a more satisfying customer experience. Organizations customers, clients and members will regularly require assistance for technical and other issues they encounter. For many firms, the service desk will be responsible for handling these interactions, which means the quality of the service desk will have a direct impact on customer service, which in turn will determine client satisfaction, loyalty and retention rates. In a September 2012 American Express survey of 1,000 Canadians, more than three-fifths indicated they had intended to buy a product or service from an organization, but then opted not to directly as a result of the business s poor customer service performance. Additionally, the study found that 54 percent of respondents said they would tell others about a good customer experience with an Service Desk 3.0, the Ideal Solution - white PAPER - 08

9 organization, while 63 percent would share details of a bad experience. Cultural and language barriers can serve as impediments in this regard, leading to user frustration. By relying on onshore deployments, Service Desk 3.0 avoids these problems. As these numbers demonstrate, companies must ensure the service desk can provide a satisfying experience to users. To achieve this goal, service desk agents must be well-trained and highly talented. A recent Robert Half Technology survey of more than 1,600 CIOs at North American companies found that technical support staff frequently receives strange requests and questions from customers, ranging from the silly to the bizarre. The wide range of issues demonstrates that service desk workers must have strong customer service skills and, as the executive director of Robert Half Technology noted, a sense of humor. Cultural and language barriers can serve as impediments in this regard, leading to user frustration. By relying on onshore deployments, Service Desk 3.0 avoids these problems. Furthermore, by relying on U.S.-based service desk workers, organizations utilizing Service Desk 3.0 the outsourcing controversies commonly associated with Service Desk 2.0. Service is further improved by the adoption and adherence to ITIL best practices. By emphasizing on these standardized practices, Service Desk 3.0 is able to offer improved service and greater efficiency when dealing with a wide variety of user IT issues. Conclusion While Service Desk 1.0 and Service Desk 2.0 represented satisfactory solutions in the past, they have been surpassed by the development of Service Desk 3.0. In virtually every regard, Service Desk 3.0 is the superior solution. It offers a far greater degree of refinement and effectiveness than Service Desk 1.0 and avoids the multitude of service and publicity problems resulting from reliance on Service Desk 2.0 while continuing to provide significant cost savings. These factors combine to make Service Desk 3.0 the best available solution for any organization looking to provide optimal service to its external and internal users without straining corporate budgets. The business benefits are tremendous, and the risk virtually nonexistent. Service Desk 3.0, the Ideal Solution - white PAPER - 09

10 Bell Techlogix 4400 W 96th Street Indianapolis, IN BELL (2355) All other brands or products are trademarks or registered trademarks of their respective holders and should be treated as such. Service Desk 3.0, the Ideal Solution - white PAPER - 010

END USER COMPUTING SERVICES

END USER COMPUTING SERVICES END USER COMPUTING SERVICES IT TODAY Across every industry, the business world is becoming increasingly competitive, real-time and 24x7. Organizations now need to be more efficient, effective and agile

More information

SERVICE DESK MANAGEMENT

SERVICE DESK MANAGEMENT SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN 46240 1-866-782-2355 1-317-704-6000 www.belltechlogix.com

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees

HP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for

More information

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?

Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,

More information

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality. itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing

More information

Energy Recruitment Technology Increase Your Hiring Performance with the Ultimate Checklist

Energy Recruitment Technology Increase Your Hiring Performance with the Ultimate Checklist Energy Recruitment Technology Increase Your Hiring Performance with the Ultimate Checklist Energy recruiters and Human Resources professionals require unique strategies to meet their hiring needs. As demands

More information

Strike the Right Balance Between Service Efficiency and Customer Satisfaction

Strike the Right Balance Between Service Efficiency and Customer Satisfaction A NEWSLETTER FROM HARVARD BUSINESS PUBLISHING ARTICLE REPRINT NO. U0812A Strike the Right Balance Between Service Efficiency and Customer Satisfaction by Mark Kovac, Josh Chernoff, Jeff Denneen, and Pratap

More information

Customer Strategy Database Marketing Solutions CRM Implementation Services. Extraprise CRM Support Survey Report

Customer Strategy Database Marketing Solutions CRM Implementation Services. Extraprise CRM Support Survey Report 2008 Customer Strategy Database Marketing Solutions CRM Implementation Services E X T R A P R I S E Extraprise CRM Support Survey Report INTRODUCTION The following CRM support services survey was conducted

More information

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support.

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support. IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction

More information

QUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Information Technology, Network Infrastructure Services Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Video and consumer entertainment Revenue:

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

The Seres Group Adopts CA Cloud Service Management to Automate and Manage Service Desk Calls

The Seres Group Adopts CA Cloud Service Management to Automate and Manage Service Desk Calls CUSTOMER SUCCESS STORY July 2014 The Seres Group Adopts CA Cloud Service Management to Automate and Manage Service Desk Calls CLIENT PROFILE Industry: Consulting Company: The Seres Group Employees: 130

More information

For years, Réal s mom has been asking him, What is it you do, again?

For years, Réal s mom has been asking him, What is it you do, again? In This Chapter Chapter 1 A First Look at Call Centers Understanding what call centers are Following the evolution of call centers Knowing how call centers operate Differentiating the good and bad aspects

More information

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CUSTOMER SUCCESS STORY July 2013 Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue:

More information

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT

Solution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.

More information

The challenges of supporting web hosting customers

The challenges of supporting web hosting customers The challenges of supporting web hosting customers A report on how the choice of reseller hosting package dramatically affects the quality of support offered to clients. www.heartinternet.co.uk 1 Contents

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS

ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS Introduction Answering service providers have transformed from basic message-takers to fullservice companies equipped to fill a wide range of

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

Playing to Win. Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions

Playing to Win. Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions Playing to Win Accenture and Salesforce.com Optimize Customer Experiences with Service Cloud Solutions An organization s ability to acquire and retain high-value customers has long been a cornerstone of

More information

Premium Technical Support as a Strategic Imperative

Premium Technical Support as a Strategic Imperative Premium Technical Support as a Strategic Imperative Monetizing the customer experience yields tangible return on investment. By: Dinesh Pai Senior Vice President Global Premium Tech Support Sitel Global

More information

Making the Business Case for HR Investments During Economic Crisis

Making the Business Case for HR Investments During Economic Crisis I D C V E N D O R S P O T L I G H T Making the Business Case for HR Investments During Economic Crisis March 2009 Adapted from Putting Performance at the Hub of the Talent Universe by Lisa Rowan, IDC #214468

More information

Rethink application possibilities and align to desired business outcomes

Rethink application possibilities and align to desired business outcomes Whitepaper Rethink application possibilities and align to desired business outcomes EALA results January 2014 2014 Avanade Inc. All rights reserved. Executive summary It s a new world of applications.

More information

The perils of offshoring software testing

The perils of offshoring software testing For North American companies looking to stay competitive, outsourcing some or all of their software development to India has achieved the status of dogma. Many CIOs, managing under the perception that

More information

Crossing Boundaries for Contact Centers

Crossing Boundaries for Contact Centers Crossing Boundaries for Contact Centers Knocking Down Geographies and Walls Blair Pleasant President & Principal Analyst COMMfusion LLC Brad Herrington Senior Manager, Solutions Marketing Interactive Intelligence,

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Cloud Computing; the GOOD, the BAD and the BEAUTIFUL

Cloud Computing; the GOOD, the BAD and the BEAUTIFUL Cloud Computing; the GOOD, the BAD and the BEAUTIFUL The quest for increased cost savings and reduced capital expenditures with comprehensive cloud solutions Executive summary Asking the hard dollar questions.

More information

Sitel Premium Technical Support as a Strategic Imperative.

Sitel Premium Technical Support as a Strategic Imperative. White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan

More information

Call Center Services Buyer Guide

Call Center Services Buyer Guide Call Center Services Buyer Guide Complete Guide for Call Center Selection Call Center Types, How to Select Vendor, Offshore vs. Onshore & Call Center Glossary www.insideup.com support@insideup.com Guide

More information

SAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW

SAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW SAP ERP HUMAN CAPITAL MANAGEMENT SOLUTION OVERVIEW HUMAN CAPITAL ASSETS ARE VITAL With SAP E-Recruiting, we can improve personnel selection while maintaining a high level of efficiency in our back-office

More information

How Cisco IT Reduced Costs Through PC Asset Management

How Cisco IT Reduced Costs Through PC Asset Management How Cisco IT Reduced Costs Through PC Asset Management Centralized network-based PC management program keeps employee desktops current and reduces costs. Cisco IT Case Study / IT Services Expense Management

More information

deeper Transformation in the contact center environment

deeper Transformation in the contact center environment IBM Business Consulting Services Transformation in the contact center environment Balancing cost, the customer experience and revenue enhancement to truly differentiate the contact center. deeper Executive

More information

MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES

MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES MARKETING: THE NEXT GROWTH AREA FOR OUTSOURCING IN HIGH TECHNOLOGY COMPANIES Created by: Stage 4 Solutions, Inc. Tel: (408) 868-9739 Web site: www.stage4solutions.com August 2006 Copyright 2006 Stage 4

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

Enabling HR service delivery

Enabling HR service delivery Enabling HR service delivery Cloud HR 9 10 HR shared services and Outsourcing Global privacy and Security 11 12 Social media 10 HR Shared Services and Outsourcing Has your organization implemented service

More information

Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices

Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector trusted efficient responsive best practices The ADP Advantage Best practices are critical when you are challenged to do more with

More information

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,

More information

Software as a Service Flexible Service Delivery for Your Health Insurance Exchange

Software as a Service Flexible Service Delivery for Your Health Insurance Exchange Software as a Service Flexible Service Delivery for Your Health Insurance Exchange SaaS Health Insurance Exchanges Improving Services through More Cost-Efficient Delivery States are charged with making

More information

How technology enables HR transformation

How technology enables HR transformation itouch Vision How technology enables HR transformation This document gives an overview of the different approaches to HR Transformation and discusses the different strategies that can be deployed. For

More information

Predictive Straight- Through Processing

Predictive Straight- Through Processing Predictive Straight- Through Processing 2 TABLE OF CONTENTS 1 Introduction...3 2 The Benefits of Solving the STP Problem...7 3 How Can TIBCO Help?...7 4 How TIBCO s Solution Works...9 5 Summary...11 6

More information

For Top Customer Engagement: Change Your Latitude

For Top Customer Engagement: Change Your Latitude [Type text] QUALITY INNOVATION SERVICE SUPPORT For Top Customer Engagement: Change Your Latitude Call Center Location & It s Impact on Customer Engagement The call center industry has seen many changes

More information

Services. Business Process. Transforming end-to-end performance to enhance enterprise efficiency

Services. Business Process. Transforming end-to-end performance to enhance enterprise efficiency Services Business Process Services Transforming end-to-end performance to enhance enterprise efficiency Respond to the changing business environment with speed and agility Reduce inefficiency, cut costs,

More information

About Workday. I started Workday to bring passion and customer focus back to the business of enterprise applications. Real Enterprise Cloud

About Workday. I started Workday to bring passion and customer focus back to the business of enterprise applications. Real Enterprise Cloud About Workday Workday (NYSE: WDAY) provides unified finance, human resources, and student/faculty lifecycle management cloud applications designed for the way people work in today s organizations. Founded

More information

IT Operations Management. Intelligent. Integrated. Innovative.

IT Operations Management. Intelligent. Integrated. Innovative. IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to

More information

ENABLE ENHANCE EXCEL www.layerv.co.uk

ENABLE ENHANCE EXCEL www.layerv.co.uk ENABLE ENHANCE EXCEL ABOUT US LayerV is an IT consultancy and end-to-end cloud service provider. We deliver winning IT strategies to help companies generate new value and manage technological change throughout

More information

Making the right choice: Evaluating outsourced revenue cycle services vendors

Making the right choice: Evaluating outsourced revenue cycle services vendors Making the right choice: Evaluating outsourced revenue cycle services vendors Page 1 Managing resources at today s hospitals and health systems is an ongoing challenge, considering the numerous clinical

More information

How to Significantly Reduce the Cost of PBX and Voice Mail Administration

How to Significantly Reduce the Cost of PBX and Voice Mail Administration WhitePaper How to Significantly Reduce the Cost of PBX and Voice Mail Administration SEVEN REASONS WHY VOICE ADMINISTRATION SYSTEMS COST YOUR ORGANIZATION MONEY, AND HOW UNIFIED VOICE ADMINISTRATION CAN

More information

Enhancing customer experience: first, do no harm

Enhancing customer experience: first, do no harm Enhancing customer experience: first, do no harm Table of Contents Look for low-hanging fruit by assessing obvious problems... 2 Make technology changes when the time is right... 3 Cross-pollinate with

More information

Information Technology Strategic Plan 2014-2017

Information Technology Strategic Plan 2014-2017 Information Technology Strategic Plan 2014-2017 Leveraging information technology to create a competitive advantage for UW-Green Bay Approved December 2013 (Effective January 2014 December 2017) Contents

More information

Succeeding with Business Process Outsourcing

Succeeding with Business Process Outsourcing A P P L I C A T I O N S A WHITE PAPER SERIES COMPANIES ARE SEEKING NEW WAYS TO STREAMLINE PROCESSES, REALIZE FURTHER COST REDUCTIONS AND INCREASE TIME-TO-MARKET. MANY ORGANIZATIONS ARE CONSIDERING BUSINESS

More information

RELIABILITY FOR YOUR BUSINESS INDZ TM TEK TO ENABLE YOU TO REACH EXTREME HEIGHTS

RELIABILITY FOR YOUR BUSINESS INDZ TM TEK TO ENABLE YOU TO REACH EXTREME HEIGHTS RELIABILITY FOR YOUR BUSINESS TO ENABLE YOU TO REACH EXTREME HEIGHTS Leveraging the Testing ecosystem to offer comprehensive Testing solutions that deliver predictable quality and faster time to market

More information

Retail: Tips for Reducing Recruitment Costs Increase Your Hiring Performance while Decreasing Cost-to-Fill

Retail: Tips for Reducing Recruitment Costs Increase Your Hiring Performance while Decreasing Cost-to-Fill Retail: Tips for Reducing Recruitment Costs Increase Your Hiring Performance while Decreasing Cost-to-Fill Recruiting in retail presents some pretty big challenges compared to other industries. Known for

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain

More information

Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape

Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape Redefining RPO: Comprehensive Talent Solutions Changing the Employment Landscape EXECUTIVE SUMMARY Recruitment process outsourcing (RPO) has undergone a transformation. What once was a function focused

More information

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

More information

Innovation Leads to Help Desk Success

Innovation Leads to Help Desk Success Innovation Leads to Help Desk Success Case Study Background Ineffective help desk support in the workplace can lead to employee frustration and loss of productivity. Even worse, 51% of employees state

More information

Verigy Ltd.: A New Outsourcing Model for a New Company

Verigy Ltd.: A New Outsourcing Model for a New Company Verigy Ltd.: A New Outsourcing Model for a New Company A Case Study Presented By Centroid July 2008 Outsourcing: Going Against the Flow By re-thinking the traditional approach to outsourcing, test-systems

More information

Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start. WhitePaper. We innovate. You benefit.

Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start. WhitePaper. We innovate. You benefit. Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start WhitePaper We innovate. You benefit. Veramark White Paper: Reducing Telecom Costs Why Invoice Management is

More information

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence

Solution Overview. Optimizing Customer Care Processes Using Operational Intelligence Solution Overview > Optimizing Customer Care Processes Using Operational Intelligence 1 Table of Contents 1 Executive Overview 2 Establishing Visibility Into Customer Care Processes 3 Insightful Analysis

More information

e-colt Services Recruitment Process Outsourcing (RPO)

e-colt Services Recruitment Process Outsourcing (RPO) e-colt Services Recruitment Process Outsourcing (RPO) Introduction Recruitment Process Outsourcing (RPO) offers executives a potential competitive advantage in the marketplace as it provides organizations

More information

Why you need an Automated Asset Management Solution

Why you need an Automated Asset Management Solution solution white paper Why you need an Automated Asset Management Solution By Nicolas Renard, Support and Professional Services Manager, BMC France Table of Contents 1 OVERVIEW Automated Asset Discovery

More information

TechCenter.com EXCELLENCE THROUGH EXPERTISE

TechCenter.com EXCELLENCE THROUGH EXPERTISE 1 TechCenter.com EXCELLENCE THROUGH EXPERTISE White paper: Customer Service Portals for Increased Satisfaction, Loyalty, and Cost Control March 26, 2013 Version 01 DRAFT By the TechCenter.com Staff 2 Contents

More information

Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager

Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager CUSTOMER SUCCESS STORY Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue: $1 billion

More information

Making WFM Work: Best Practices and ROI Model

Making WFM Work: Best Practices and ROI Model The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service Making WFM Work: Best Practices and ROI Model Sponsored By: 2011 DMG Consulting LLC - 1 - April 2011 Executive Summary The contact

More information

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY The Telecommunications Industry Companies in the telecommunications industry face a number of challenges as market saturation, slow

More information

IT Management On Demand

IT Management On Demand IT Management On Demand FUJITSU Cloud IT Management as a Service: Delivering Simple, Powerful and Unified IT Management Capabilities shaping tomorrow with you The Challenges of Managing a Dynamic IT Environment

More information

The evolution. of the IT manager

The evolution. of the IT manager The evolution of the IT manager The move to service management Executives are turning more and more to IT to help their business swiftly adapt its processes to accommodate changing market conditions. Within

More information

THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE

THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE SAP Executive Insight It s no secret that implementing HR shared services can help organizations generate significant

More information

Make your workplace really work

Make your workplace really work Make your workplace really work Avanade Communications and Collaboration Solutions A study by Forrester* notes that 59% of workers said they would save more than 15 minutes per day using technologies that

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

The Aptelis OnDemand Concept

The Aptelis OnDemand Concept 1 2 The Aptelis OnDemand Concept If you would not pay for unused minutes on a cell phone plan, why would you pay for unused consulting hours? Companies looking to reduce their IT spend oftentimes focus

More information

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD

THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD THREE WAYS TO GET EXTREME PERFORMANCE IN THE CLOUD By Barbara Lewis 2013 W W W.OUT S OUR CING -CENT E R. C O M Outsourcing Center 2013. A Package Deal: Managed Cloud Services for Engineered Systems The

More information

= = = = How Wireless Carriers Can Increase Customer Loyalty While Saving Money

= = = = How Wireless Carriers Can Increase Customer Loyalty While Saving Money = = = = How Wireless Carriers Can Increase Customer Loyalty While Saving Money An Opportunity to Turn Customer-Reported Network Problems into a Competitive Advantage An Empower Geographics Executive White

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

BUYER S GUIDE. flexible service delivery. Top 5 reasons for adopting SAP Managed Services. Remixing SLA s! Managing the post merger IT landscape

BUYER S GUIDE. flexible service delivery. Top 5 reasons for adopting SAP Managed Services. Remixing SLA s! Managing the post merger IT landscape BUYER S GUIDE IT Managed Services Buyer s Guide for SAP customers May 2012 flexible service delivery Moving to the beat of IT innovation with SAP Managed Services to control costs and harmonise IT landscapes.

More information

Buying Guide: On-Demand vs. On-Premise IVR Systems

Buying Guide: On-Demand vs. On-Premise IVR Systems White Paper Buying Guide: On-Demand vs. On-Premise IVR Systems Selecting a Deployment Platform for Voice-Based Services NOVEMBER 2008 1310 Villa Street Mountain View, CA 94041 T: 650.930.9000 clients@tellme.com

More information

Mitigating Costly New Technology Risks For Continued Stability and Profitability

Mitigating Costly New Technology Risks For Continued Stability and Profitability Created for Steve Van Tol Mitigating Costly New Technology Risks For Continued Stability and Profitability sized businesses choose to pay for on-site support on an as- needed basis as opposed to having

More information

ERP Challenges and Opportunities in Government

ERP Challenges and Opportunities in Government ERP Challenges and Opportunities in Government www.frost.com 1 Table of Contents Executive Summary... 3 Introduction... 4 Survey Methodology... 4 A Word About Frost & Sullivan... 5 ERP Systems in Government:

More information

COSMOCOM WHITEPAPER SERIES

COSMOCOM WHITEPAPER SERIES Stephen R. Kowarsky skowarsky@cosmocom.com COSMOCOM WHITEPAPER SERIES COULD THE SIMPLE TELEPHONE BE THE BIG HEALTHCARE TECHNOLOGY BREAKTHROUGH OF THE NEXT DECADE? INNOVATIVE HEALTHCARE APPLICATIONS WITH

More information

IBM Software MDM-Powered Solutions for Salesforce CRM

IBM Software MDM-Powered Solutions for Salesforce CRM IBM Software MDM-Powered Solutions for Salesforce CRM Customer data you can trust for sales and marketing success MDM-Powered Solutions for Salesforce CRM Contents 2 Introduction 2 Empower Sales and Marketing

More information

Workforce Analytics Enable Smarter Decisions

Workforce Analytics Enable Smarter Decisions Ventana Research: Workforce Analytics Enable Smarter Decisions Workforce Analytics Enable Smarter Decisions Finding the Right Tool for Human Capital Management White Paper Sponsored by 1 Ventana Research

More information

Service Management Integration is the Answer

Service Management Integration is the Answer Outsourcing Services the way we see it Service Management Integration is the Answer The Evolution of Service Management in a Multi-, Geographically Dispersed Environment David Faltot The past two decades

More information

How to Improve Service Quality through Service Desk Consolidation

How to Improve Service Quality through Service Desk Consolidation BEST PRACTICES WHITE PAPER How to Improve Quality through Desk Consolidation By Gerry Roy, Director of Solutions Management for Support, BMC Software, and Frederieke Winkler Prins, Senior IT Management

More information

Next Generation CRM for Multi-Channel Success

Next Generation CRM for Multi-Channel Success Next Generation CRM for Multi-Channel Success EBOOK Next Generation CRM for Multi-Channel Success Today s insurance market is extremely volatile. Customer loyalty is at an all-time low as customers can

More information

SURVIVAL GUIDE TO SAP TECHNICAL MANAGED SERVICES HOW TO BRIDGE THE BASIS SUPPORT GAP

SURVIVAL GUIDE TO SAP TECHNICAL MANAGED SERVICES HOW TO BRIDGE THE BASIS SUPPORT GAP SURVIVAL GUIDE TO SAP TECHNICAL MANAGED SERVICES HOW TO BRIDGE THE BASIS SUPPORT GAP SURVIVAL GUIDE TO SAP TECHNICAL MANAGED SERVICES HOW TO BRIDGE THE BASIS SUPPORT GAP Are your internal resources versed

More information

The expansive benefits of DIY business applications

The expansive benefits of DIY business applications The expansive benefits of DIY business applications 2013 TrackVia, Inc. All rights reserved. CONTENTS Introduction Custom applications for custom needs Custom CRM can enhance employee integration A custom

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

AnswerNow Guides Why Live Service Matters!

AnswerNow Guides Why Live Service Matters! Consider this: a 2% increase in customer retention has the same effect as cutting costs by 10%. That means that simply by keeping a small number of your customers from jumping ship, you can save money

More information

Standardize your ITSM

Standardize your ITSM Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations

More information

The process of. The Software-as-a- Cloud-Based Software Model. Service Model

The process of. The Software-as-a- Cloud-Based Software Model. Service Model In recent years, financial institutions (FIs) have become accustomed to the idea of outsourcing aspects of their operations through cloud computing partnerships in order to increase efficiency, reduce

More information