Transitioning to an Outsource Help Desk Made Easy
Unlike many of today’s top-ranked outsource vendors for help desks that use a “one size fits all” approach and have been inconsistent in reaching the goals of their contracts, our relationship management has a flexible contract and can customize help desk service management that exceed industry best practices.
IMPLEMENTATION PLAN
Following your signature on an agreement with CoSentry, the Implementation Phase begins. On average, your help desk outsourcing can be up and running in less than 30 days. Some have been done in less, and more complex projects can take several months. The implementation plan and its execution will be as good as the resources dedicated to it from both the CoSentry and the customer side. We will draw upon subject matter experts and experience with numerous implementations to facilitate a smooth transition.
Five steps of implementation are:
- Identify… By performing due diligence and fact finding with you a CoSentry Solution Architect will help identify all the processes that outsourcing your help services will provide and identifies current strengths and weaknesses for improvement in the current remote technical support structure. This is the time to share your expectations of the project because planning, both strategic and short-term, is key to high ROI.
- Define… CoSentry will work with your organization to develop mutually agreed to Workflow processes and procedures. Included will be priority and severity definitions, service level definitions, critical milestones and escalation paths. CoSentry is very flexible in its ability to conform to your organizations culture and requirements. Utilizing ten years of experience in service desk outsourcing, we will assist you by incorporating best practices for help desk management that we have implemented over time. Prior to implementation, we will have developed a complete set of tested work flows that will be utilized for your specific project.
- Implement… The new support structure will be implemented by having all phases of support tasks, activities and training completed.
- Review… CoSentry’s Solution Architect and the assigned Project Coordinator will evaluate the effectiveness and measure the efficiencies of the implemented support structure and present them to you on a daily basis to correct or make adjustments according to metrics and service level agreements that have been agreed upon at the time the account is launched.
- Maintain… During the lifetime of the partnership, our support team will work with you to facilitate continuous improvement initiatives through our Project Coordinator. This individual will become your single point of contact once the account reaches steady state. The Project Coordinator will be available daily, if need be, should issues arise that need to be addressed immediately. They will become your advocate for any escalations or day to day information.