Clients select us for many reasons - one
of the key reasons, we are told, is the way we approach your pre-sales
and implementation needs.
When working with you to develop
and implement your service desk solution, we adopt
a 6 step methodology to help ensure you select and implement the
right solution for
1. Initial pre-implementation briefings
with your team
You are crucial to our success and we put a great deal of emphasis
on these early sessions. Usually working with senior management,
we invest our time experiencing your business environment. This
is often essential to fine tune the software configurations and
promote credibility with the service users themselves.
2. Adopting effective Best Practice
Having established your service management objectives, our focus
is to supply results- oriented solutions designed to make an impact
when applied in your workplace. We have developed a reputation
for practical, relevant, easy-to-use solutions. We promote the
idea of adopting realistic targets, straightforward processes
and full staff buy-in at the early stages.
3. Defining the implementation strategy
We develop a good understanding of all your requirements and business
activities, in order to define our implementation strategy. This
defining the mission and
the extent of the new process
initiating an awareness
describing process steps
determining tasks, authority
and responsibility of both managerial and other employees
Focus is directed to developing business-oriented rather
than technology-oriented services.
4. Building a service focussed organisation
We work with you to configure the software to realise your goals
and objectives set for the project. Working closely together we
help to identify training needs of Service Desk personnel and
the project team. It is recommended that you select and recruit
target-oriented service employees who have a clear understanding
of customer requirements. It is important that employees understand
service processes and have a clear understanding of the process
objectives so that realistic expectations can be met. We will
assist you to minimise and avoid excessive bureaucracy in process
5. Initiating and monitoring a continuous
It is important to focus on realising visible genuine benefits,
gaining a reduction in service costs and securing improvements
in quality and improving resource utilisation. We will work with
you to define and create reports that create overview performance
dashboards and specific analysis that offers close monitoring.
6. Improving customer satisfaction
by ensuring measurable service quality
New internal management processes are often recommended to improve
service culture. New management information is captured and reported
from HelpLINE and used proactively to improve service delivery.
We can help you to introduce regular and automated customer surveys
and help you to develop reports for your key performance indicators.