help desk outsourcing assessment
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help desk outsourcing managed sourcing assessment consolidate SLA

Assess Support Operation and Plan for Service Improvements


help desk outsourcing managed sourcing assessment consolidate SLA

The premier strategic consulting and research source for providers and users of institutional financial services worldwide, this firm provides institutional financial services firms and those who participate in its research with comprehensive, accurate, and systematic management information—information that helps them meet their global business needs.


help desk outsourcing managed sourcing assessment consolidate SLA

The firm’s internal support function had evolved without any active management over a five-year period. During the same time, the organization’s business expanded as the firm developed a global physical presence. As the organization grew, so did the volume of customer complaints. The support center was not keeping up—service calls were made, neither follow up nor satisfactory resolution were assured, and customer satisfaction was low. Staff at all levels of the firm sought other ways to find support.

The firm engaged IHS Support to assess the current support operation against relevant industry best practices and then produce a detailed roadmap that would allow the firm to better align support people, processes, and technology to meet customer needs.




















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help desk outsourcing managed sourcing assessment consolidate SLA
IHS presented its findings and recommendations to the firm’s key managers. Management directed the support center to implement the recommendations. As a result of taking this action:
  • The support center became a more responsive and credible organization
  • The customer community is now significantly more satisfied
help desk outsourcing managed sourcing assessment consolidate SLA
  • Interviewed a cross-section of support customers to identify their requirements
  • Identified key drivers to a successful support organization in that environment
  • Analyzed support center staff (skills, roles and responsibilities) and observed them perform their duties
  • Evaluated tools, processes, and procedures used to track, manage, and report problems against appropriate industry best practices, producing a document that clearly articulated gaps.

That information drove a detailed action-oriented plan to help the firm create an effective, credible and professional support center. Covered points included specific actions to:
  • Train and develop staff
  • Minimize staff turnover and increase retention
  • Alter support organization to provide better service
  • More fully leverage current technology and tools
  • Provide accountability and ownership for all problems or issues reported until resolved
  • Define service level requirements for all internal and vendor groups
  • Identify and prioritize severity based on business requirements
  • Create objective thresholds to automatically notify relevant parties if a problem remained unresolved or dormant beyond an acceptable period of time
  • Address off-hours support efficiently and cost-effectively
  • Select and implement metrics and reports that provided the greatest value to the organization
  • Rebuild the support center’s credibility
  • Optimize the physical working environment
  • Establish the support function as a professional organization
  • Market the services that the support center offers and articulate how they add value to its customer community