Helpdesk Services
Our Services has grown from a small, internal Service Desk with six analysts into one of the industry's best-run, full service facilities supporting over 40 corporate clients. We serve clients in numerous industries including service, financial, insurance, and retail enterprise. We continually support clients who are geographically dispersed throughout North America.
At PC Mall, we believe that the three components are critical to the success of any Service desk - the right people, process-driven methodologies, and effective tools. We recruit, train, and retain the industry's best support professionals. As part of the recruiting process, we look for candidates with a natural capacity for exceptional service - we firmly believe that technical skills can be taught but inherent customer service skills cannot. Our proven process, copied with out continuous process improvement measures, ensures that our analysts deliver consistent, exceptional service to support your business objectives.
Benefits of the PC Mall Solution
Our solution delivers the added value of process ownership and continuous process improvement while measuring our value through established Service Level Agreements. The relationship begins as a partnership, working together for our mutual benefit. Relationship management will exist as a foundation for communication to keep the partnership focused on the value being provided.
Direct benefits of engaging PC Mall as your outsourcing partner include:
- Raising the level of service by having qualified resources provided support
- Partnering with an organization that can better manage the available knowledge and utilize it to provide faster resolutions to common problems
- Providing better overall support so that users contact the Service Desk for support instead of relying on more costly informal means
- Decreasing the amount of time required to resolve an issue
- Reducing the total cost of ownership
Solution Features
Our customized PC Mall Solution offers the following features:
Dedicated Telephone Number
The Service Desk will establish a dedicated telephone number for customers. All incoming calls will be answered with a customized greeting, such as "Customer Name Service Desk, my name is _______. May I have your name please?" This dedicated line will allow our telephone system to direct the incoming calls to designated technical support analysts.
Client Support Team Manager
Each Team within the Service Desk is managed by a Client Support Team Manager (CSTM). This individual is not only responsible for managing the support team and monitoring the service level objectives on a daily basis but also acts as a point-of-contact for our primary contact at our client's location. It is important that the support is monitored and managed daily to ensure a high level of service. To that end, PC Mall believes that the CSTM provides this focus through daily communications, coaching, and monitoring of the services provided.
Client Support Team
PC Mall's Customer Response Center utilizes a team structure whereby the incoming telephone lines are directed to a certain group of analyst who has been trained to support a specific set of clients. Our approach ensures that the personalized support will be provided for end users.
Ticket Management System
PC Mall is flexible on the ticketing system utilized for issue monitoring. PC Mall can use either the customer's ticketing system or SARTrac. SARTrac, SARCOM's proprietary web enabled ticketing tracking system, closely monitors all tickets. Tickets are not released from the system until the ticket has been closed to the end user's satisfaction. SARTrac can capture important ticket management information.
PC Mall uses this data to help our clients make proactive decisions about their technology environments. Analysis of data provides:
* Performance of detailed root cause analysis
* End user training requirements
* Deployment of Second Level resources
* Determination of escalation needs
* Campus wide hardware and software issues
Reporting
PC Mall will prepare customized reporting that will identify in the environment, report in contact volume fluctuations, detail PC Mall's performance against SLAs and make suggestions for service improvements.
Monthly reports will be provided electronically in Microsoft Excel Format. Following is a list of our most frequent requested reports. Additional reports are available and can be generated based on the needs of the customer.
Implementation and Process Definition
The initial cost incurred when introducing a new service desk solution is comprised of the support infrastructure implementation, herein referred to as Process Definition. PC Mall will assign a project manager to manage the Process Definition phase, The following activities typically encompass this phase:
* Document contacts and roles
* Definition of the support structure - hours, contacts volumes, contact length, etc.
* Preparation of contact flow diagram
* Discovery and implementation of the telecommunication requirements
* Discovery and implementation of technology requirements
* Development of contact management system logging procedures
* Definition of service level agreements (SLAs) and expectations
* Definition of quality assurance requirements
* Definition of reporting requirements
* Development of change management procedures
* Development of FAQ's proprietary applications, if applicable
From the above activities, the following deliverables are produced:
* Support overview
* Project implementation plan
* Process definition
* Definitions of levels of support
* Support and expectations diagram
* Service level agreements - SLAs
* Contact flow diagram
* Change management procedures
* Reporting and trend analysis
* Version control
PC Mall's high rate of success stems from our ability to deliver higher levels of service, our focus call resolution, reduced vendor management, and a lower overall cost of doing business. We demonstrate our commitment on a daily basis by taking a proactive approach to delivering products and services. Client satisfaction, training, and measurement are at the very core of our business philosophy, and we are untiring in our pursuit of continuous improvement. We demonstrate our commitment to our partners by putting forth our best effort by leveraging our expertise and core competencies.
PC Mall possesses the experience, knowledge, and consultive approach necessary to help your service desk and desk side support initiative succeed. As with any technology implementation or optimization, our consultants make PC Mall a success. We engage talented professionals who understand the human side of technology use, foresee the unique challenges that technology presents, and possess the passion necessary to successfully coordinate and execute your customized solution. We have a proven track record of helping Fortune 1000 companies and mid-size organizations in all industries to successfully provide expert support. We want you to be our next success.
Contact your PC Mall Account Executive for more details or email: lamont.wheat@pcmall.com
