Service solutions include: Maintenance services
Background
Our client is a global provider of technical products and services. In the greater New York area they have a very large and dynamic client base. In order to better manager service delivery quality and expenses, they decided to outsource a significant portion of their service delivery obligations. ISS was awarded a contract to provide remedial services on a broad range of desktop and network products to clients throughout the New York tri-state region.
Overall Client Objective
- Increase profits and customer satisfaction by outsourcing a major portion of their support responsibilities while still maintaining world-class support
- Implement a variable cost approach to service deliver
- Minimize management overhead
Client Requirements
- 24 x 7 x 365 coverage throughout NY tri-state area. Quality support for a large customer base and a multivendor product set
- Competent technical force implementing a consistent approach to customer service in accordance with corporate guidelines
- Customer satisfaction index scores greater than other regions
ISS Solution
- Labor, materials, management, and administration all based on a variable cost pricing model
- ISS support team linked directly into client’s call management system
- ISS performs all types of service calls for one set price/product/call
Result
- ISS averages over 1000 service calls per month
- Improved customer satisfaction and profitability
- Client management is out of the crisis management business
- ISS contract was renewed annually for a ten year period
