Service Desk

 

Service is key to any organization. We know that at Strategic Staffing Solutions. Our organizational chart is an inverse pyramid that puts our customer and consultants at the top. It’s for a reason … We’re all about service.

S3’s service desk strategy is to dramatically improve customer satisfaction and reduce the cost per call for our customers. We’ve saved our customers money while increasing satisfaction, with a focus on first-level resolutions so calls for service are handled quickly, effectively and with a positive outcome.

Let’s let our work speak for itself.

S3 provides 24/7 call center assistance that supports more than 5,000 customers at seven different locations for a large county. We increased that all-important first-level resolution by 30% in our first contract year. That meant 85% of the time the first person a caller spoke with had an answer to his or her query.

We also lowered the cost per call for the county, saving taxpayers money and delivering better results. As the project went on, we implemented several systemic processes, call metrics, inventory management controls and management reports to help improve response throughout the municipality.

For a biochemical/agricultural customer, we put Six Sigma and Information Technology Infrastructure Library (ITIL) processes to into place, which improved customer satisfaction to 97%, first-level resolution to 87% and cleaned up a large backlog of unresolved tickets within the first six months. In addition S3:

  • Provided an ever-increasing suite of managed services for all of North America for this customer for the past 2.5 years and was awarded a three-year extension in July 2013
  • Is currently leading this customer’s Windows 7 migration for its 10,000 end users
  • Consistently meets / exceeds our SLAs, which are at best practice levels

Looking to be the best you can be for your customers without breaking the bank? Get in touch.