For the managed services provider (MSP), service desk capabilities play a critical role in the level of service that customers receive and in the degree to which those services are delivered efficiently and profitably. In short, the service desk can make the difference between a service provider’s success or failure. This paper offers some key principles MSPs should adopt in order to help ensure their service desk fully supports operational efficiency, optimal service levels and business growth.
This special report from N-able Technologies provides an overview of the NOC and help desk in the context of sweeping changes that are transforming the managed services industry. The report provides insight to the drivers of change and why your NOC and help desk will play an increasingly important role in the success of your managed
Published By: Continuum
Published Date: May 14, 2013
Continuum Service Desk can alleviate many of the everyday pressures and reduce expenses while also helping you more effectively meet client expectations. Clocktower Technology Services knows from experience. Learn how Continuum helped Clocktower Technology, and how Continuum can help your business.
Imagine starting your day with a service call to restore your e-mail, or losing all of your customer billing data just before closing up for the night. Server technology offers business-class features to help you avoid these scenarios. Given the similar price points between a desktop and the Lenovo ThinkServer TS140 system, why not run your applications on a ThinkServer?
Your guide to the complete line of storage solutions, services, and products from Seagate. Complete with product comparison guides, Laptop and Mobile Storage products, Desktop Storage Solutions, DVR and Video solutions, Surveillance Storage Solutions, Network-Attached storage solutions, Enterprise and Cloud storage solutions, and More!
Many organizations are evaluating the move to desktop virtualization, and solution providers can help customers make the transition to a virtual desktop infrastructure (VDI). Solution providers can tap into this growing market and provide related products and services, but competing in the market comes with challenges such as understanding the business needs of customers in a variety of industries. This Everything Channel Starter Pack describes the desktop virtualization opportunities and how Avnet's SolutionsPath® methodology provides a step-by-step methodology to overcome challenges through solution specialization. Among the potential benefits for solution providers are revenue growth, faster time to market and increased customer retention.
Business applications today have become the primary interface between a company and its customers. And, there has simultaneously been tremendous innovation in the area of business intelligence, which can unlock a personalized experience for each and every user - and help support key corporate objectives to increase revenue, strengthen customer loyalty and establish and maintain a high-quality brand in the marketplace. For technology managers, then, this is an exciting time to demonstrate the value of IT to the business. But, the situation also exposes the intense risk we place on our IT applications because they now carry enormous organizational responsibility and significance. Companies that have implemented infrastructure management solutions from CA Technologies Report:
. Service desk calls by as much as 40%
. Reduction of IT management tools in use by 50%
. First-call closure rate improvement by a factor of three
. Mean-time-to-repair improvements of up to 50%
. Staff efficiency improvements of up to 43%
. An average return on investment in nine months or less
Examine the common operational and business challenges of traditional desktop management facing SMB organizations, including infrastructure investment and implementation-related IT services and costs. Get a clear understanding how Citrix VDI-in-a-Box, an affordable, predictable turnkey VDI package, offers unique advantages compared to other VDI solutions and why SMBs can now realize the same enterprise-class desktop virtualization benefits.
As the saying goes “You only get one chance to make a first impression.” This ebook will go into the importance of your help desk and the importance of quality customer service. Your customer’s impression of you is the reality you live in. It is not about how much you do for them, it is about their perception of what you are doing for them. If your help desk is consistently providing quality service you will find that your relationship with your customer and your retention of those customers will improve greatly.
During this 60 minute webinar, MSP service delivery expert Erick Simpson of MSP University/SPC International will share service delivery best practices and techniques that will help you improve business efficiency, performance outcomes, and MSP profitability.
The MSP Playbook provides the guidance and resources required to fully establish a Managed Services practice. This process guide is designed to help both existing Managed Service Providers, as well as new organizations establishing Managed Services as a new business unit.
Designed to accelerate "time to market", this process document focuses both on business & technical components. Business sections include the development and pricing of service offerings, organizational structure, and sales & marketing. Technical sections include structuring and maintaining both a service desk (help desk) and a network operations center (NOC), along with detailed information on planning, implementation, and internal processes.
Published By: Zendesk
Published Date: May 21, 2018
Customers are more technically savvy than everand have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues themselves and within their channels of choice. Furthermore, customers onlyseek direct interactions when they unsuccessfully exhaust their self-service options. This is backed up by data from American Express, which found that 48% of consumers prefer to speak with a customer service rep when dealing with complex issues, but only16% prefer the same contact for simple issues. The goal
of this paper is simple: We want to help you build an all-in-one knowledge base, community, and customer portal. All of which can be accomplished with a help center like Zendesk Guide.
Published By: Zendesk
Published Date: May 31, 2018
Be always on with your customers; wherever they are. With Zendesk Chat, your customer agents can engage with customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.
Published By: Genesys
Published Date: Feb 22, 2018
Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
Download this paper to learn how to:
• Transform single interactions into personalized customer journeys
• Empower employees with the right set of tools, including a unified desktop
• Quickly deploy new technologies, like blended artificial intelligence (AI), bots and virtual assistants to exceed your customers’ rapidly evolving expectations
Browsers combined with cloud-based services have effectively replaced desktop software, with an average of 1,053 cloud services in user per enterprise. This guide identifies key security features for IT administrators to consider when selecting a browser.
This is a case study which shows how Voorhees College implemented a revolutionary communications solution based around a service-orientated Unified Communications architecture from NEC to provide students, faculty and staff in five locations with software-based voice and desktop communications tools to achieve a 40 percent savings over its previous traditional telephony solution.
Published By: Freshdesk
Published Date: Aug 15, 2016
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love.
In this whitepaper, we detail how you can
- Provide your agents with complete context by pulling data from your third party systems into your helpdesk
- Reduce ticket volume and help customers help themselves by setting up a knowledge base
- Automatically assign tickets to the right team with ease thus reducing your agent's workload and many more!
Curves® and Jenny Craig® operate 7,000 Curves clubs and franchises globally and 400 Jenny Craig locations supported by IT service desks in California, Texas, and Australia. The two organizations combined to form Curves Jenny Craig in November 2013. Outdated systems, known internally as “the black hole,” plagued Jenny Craig with inefficient processes and created a lack of accountability. For example, records could not be categorized or prioritized properly, tracked by date or owner, and they could be intentionally hidden in an ambiguous status. Without visibility, Jenny Craig had no way to quantify the impact of their customer service. Mary Carter, manager of IT service, summed it up, “We had no reporting prior Cherwell Service Management.” Curves was in even worse shape as they logged tickets in an Excel® spreadsheet.
Seattle Cancer Care Alliance (SCCA) serves as the clinical arm for research and treatment studies for Fred Hutchinson Cancer Research Center, University of Washington Medicine, and Seattle Children’s. The organization’s outsourced IT service desk operated adequately, but a desire for financial savings, enriched customer relationships, and improved HIPAA compliance drove SCCA to seek out another solution.
Infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Published By: LogMeIn
Published Date: Mar 19, 2015
Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86% of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68% want to be customer service leaders in their industry. How does today’s customer support organization manage to respond? The answer lies in building a better support desk that will let you do more with less without sacrificing on support quality or end-user satisfaction. Wondering where to start? You may want to read these five tips.
Published By: LogMeIn
Published Date: Mar 19, 2015
In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings.
This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.