Technology, People and Processes

2Where is your organization currently?Where is your organization currently?

Reactive / PassiveLoosely managedMany unused call types, no consistency in call typingLack of documentation standards, lack of coachingAgents have “free rein” in providing serviceLack of quality assuranceLack of performance metrics

Some scripting for common call typesInformal/non-structured coachingLack of performance goals/metricsLack of “stewardship” over ticketing system

Actively managedPerformance goals and initial performance metricsQuality assurance with minimal standardization / calibration

Robust and reliable performance metricsConcise standards for staffStandardized guidelines for call handling and typingPerformance is measured and managed closelyFormal quality methodology

Formal quality methodology used to drive performance with incremental/surgical gainsVisionary leadership/management which positions the operation for future needs and anticipates demandClear understanding of investments and prioritization of requests/needs for services

3Approaching a Service Desk ProjectApproaching a Service Desk Project

4Solutions OverviewSolutions Overview

5Service Desk ImplementationService Desk Implementation

Alignment to your strategic objectives and organizational processes; whether you want ITIL, TQM, Six Sigma or HDI best practices – we can tailor the installation to your needs

Comprehensive project management – our PMP-certified project managers adhere to PMI standards, we have an impressive record of delivering over 98% of our projects on-time and on-budget.

We own the project, cradle-to-grave

6Service Desk ImplementationService Desk Implementation

ENTERPRISESOLUTIONSPARTNER

As a Tier 1 enterprise solutions partner, Custom enjoys access to the vast resources of CA. As a local private company, we provide a responsiveness, flexibility and ownership mentality that is not the norm across our competitors

Deep bench strength allows us to engage resources with experience across a wide range of help desk and call center operations

200 technical resourcesVast array of competencies and

technology expertise

Project leads with experience managing service operations first-hand

98% of projects delivered on-time and on-budget

99% of projects delivered without change orders

7Service Desk AnalysisService Desk Analysis

Increase End-User SatisfactionIncrease Efficiency and Resolution PercentagesIncrease Call Volume CapacityIncrease % of incident resolutions per reporting cycle

8Service Desk AnalysisService Desk AnalysisValue PropositionCustom will produce an independent and objective benchmark of current performance against industry standards.  As an experienced and unbiased consultant, Custom can avoid the common pitfalls associated with conducting an assessment in-house; political and organizational alliances and dynamics, cultural myopia, organizational doctrine, over-commitment to sunk costs/technologies or processes.  The Custom team will draw upon experience gained across a wide cross section of industries and service operations to produce a comprehensive portrait of current operations and develop a holistic plan and approach to achieve excellence in your service operation

DeliverablesGap analysis detailing technology, process and personnel deficienciesRecommendations tailored to your organization and industryStrategic and tactical plans help you to define your vision and provide executable plans to attain specific time-bound goals

BenefitsObjective experts document detailed findings – organizational/political dynamics do not taint the processThe end result provides a tool from which all ongoing and future efforts can be organized and prioritizedA full portrait of your operation is developed; strengths, weaknesses and opportunities are articulated and compared to industry standards

9Service Desk OutsourcingService Desk OutsourcingAvailability of

ResourcesTechnical

CompetenceVariability of

Costs

Controlled Budgets and Rising Workload

Increasing Complexity

Need to Increase Client Satisfaction

Is it easy to hire qualified people?

How much do you spend to train and develop?

How long do you retain these resources?

Is your service desk keeping up with the evolution of IT in the enterprise?

How much do you spend yearly to train and develop technical skills?

Do you have enough skilled resources?

What percentage of your resolutions were proactive fixes as opposed to reactive?

Did you have to reprioritize to meet reactive demands?

98% of service desks reported an increase in complexity; 71% reported an increase in ticket volume

44% of those same service desks reported a decrease in operating budget

Has your organization implemented Vista or any of the 2007 Microsoft products?

Are there plans for the addition of other toolsets that will add complexity?

How happy are your users (have you completed a recent satisfaction survey)?

What steps could be taken to increase that satisfaction level?

10Service Desk OutsourcingService Desk OutsourcingThe Solution

Located at your site, our professionals undergo extensive and ongoing training to ensure your customers receive the pinnacle of customer service.  We provide guaranteed coverage by trained staff – allowing you to focus on your core business and strategic objectives

The ROIWhen you consider unscheduled absences, training and turnover, Custom’s solution (in most cases) represents a lower total cost of ownership when compared to staffing internally

$ 109,840.27

$ 81,423.26