Service solutions include: Maintenance services and materials management
Background
Our client is a large NYC agency dedicated to providing services to a constituent community. They decided to seek support from an outside firm to augment their in-house technical support staff. ISS has been awarded a three year contract to provide maintenance services including labor and materials to support a user community consisting of 10K+users, and products from 15 different equipment manufacturers.
Overall Client Objective
- To provide their end users high - quality technical support including greater response time and reduced repair times
- Decreased downtime through better management and procurement of required spare parts
Client Requirements
- On-site coverage throughout the City of New York. Quality support for a large customer base and a multivendor PC and printer product set
- Competent technical force. Consistent approach to customer service
- Minimize their management overhead and improve user satisfaction
ISS Solution
- Provide an on-site helpdesk team and technical support team
- Web-based call logging system
- ISS performs all types of service calls and manages their desktop/printer spare parts requirements
Result
- ISS has received two contract extensions
- Improved customer satisfaction and profitability
- Client management is out of the crisis management business
