Help-desk Service: Implementation Methodology

Eagle Secure Solutions, LLC has authored a five-step help-desk implementation methodology that is easy to understand and serves as a roadmap to meet your outsourcing timeline with confidence. We know that as an industry best practice, this implementation will influence your environment in the area of People, Process and Technology. The methodology provides the guidelines to minimize the impact to these areas while ensuring you receive quality service and continuous improvement.

IDENTIFY - We begin by performing due diligence and fact finding with you to identify all the processes that the outsourcing services will affect. We partner with you to identify current strengths and weaknesses and areas for improvement in the current support structure. You share with us your expectations and we document them according to the categories of services to be provided. Business rules are identified that currently prioritize the daily workload. This is your most important phase of the project because planning, both strategic and short-term, is key to high ROI.

Deliverable: (Service Levels)

DEFINE – Next we work together to begin defining everyday call workflow processes and the needed resources to work within those processes. But first, defining service levels by categories of calls and severity impact to your environment must be documented. After defining your caller’s expectations, the project team designs the processes to meet those expectations.

Deliverable: (Standard Operating Procedures)

IMPLEMENT – The new support structure will be implemented by having all phases of support tasks and activities prepared by the agreed upon target date.

Deliverable: (Communications Plan)

REVIEW – Here we work to evaluate the effectiveness and measure the efficiencies of the implemented support structure for the first 30 to 90 days. Surveys can be brought about to measure customer satisfaction with the new support structure. Questions that are typically asked include: Are customer expectations being met and/or exceeded? Does the new support structure provide time-to-resolves that aid in the reduction of downtime?

Deliverable: (Metrics and Reporting)

MAINTAIN – During the lifetime of the partnership, our support team will work with you to facilitate continuous improvement initiatives. Any issues, concerns or praises regarding our service can be addressed immediately with us thru a dedicated individual within our company. The trained individual sets the meeting frequency with your team and reviews the reports generated for the service provided. The relationship advocate engages in a proactive effort to improve your customer service environment.

Deliverable: (Quality Assurance)

Pricing is determined by these three criteria:

Monthly call volume

Hours of coverage

Services to be provided

Managed_Service_Request@EagleSecureSolutions.com