Help & Service Desk Solutions

Help / Service Desk Offering Apollo is a market leader in the delivery of Technical Help Desk and Service Desk solutions. Our support services have consistently earned leadership ranking in Gartner’s Magic Quadrant. Our operational excellence in providing support solutions to customers has become the industry standard for outsourcing support solutions. As experts at incorporating a customer’s technical help desk business processing in our delivery model, we take on your challenges and strive to improve your business performance at the highest level of quality—guaranteed.

Apollo is a market leader in the delivery of Technical Help Desk and Service Desk solutions. Our support services have consistently earned leadership ranking in Gartner’s Magic Quadrant. Our operational excellence in providing support solutions to customers has become the industry standard for outsourcing support solutions.

As experts at incorporating a customer’s technical help desk business processing in our delivery model, we take on your challenges and strive to improve your business performance at the highest level of quality—guaranteed.

Value Statement Our Right Shore Models save between 25%-30% for our Technical and Customer Service Customer The Apollo Best Practices aligns the Service Desk with the customers business “ We help Sell More Software” “ We help provide more direct patient care” Our Service Desk reduces Escalations to Level 2 by 50% and resolves them at Level 1. This creates a savings of 50% on Level 2 resources. The Root Cause Analysis Best Practices drive 10% of the volume out of the organization. Root Cause Analysis also drive 20% issues out of Level 2, saving on average $20 per Incident. Our Transition Methodology allows for a Painless and Seamless transition and drives down the risk of Outsourcing.

Our Right Shore Models save between 25%-30% for our Technical and Customer Service Customer

The Apollo Best Practices aligns the Service Desk with the customers business

“ We help Sell More Software”

“ We help provide more direct patient care”

Our Service Desk reduces Escalations to Level 2 by 50% and resolves them at Level 1. This creates a savings of 50% on Level 2 resources.

The Root Cause Analysis Best Practices drive 10% of the volume out of the organization.

Root Cause Analysis also drive 20% issues out of Level 2, saving on average $20 per Incident.

Our Transition Methodology allows for a Painless and Seamless transition and drives down the risk of Outsourcing.

Apollo has Proven this cost model with other customers Apollo will show you how we can make this a reality – using our Best Practices and Right Shore Support Model The Apollo Value Proposition Apollo is ready to provide service and our customers can enjoy the financial benefit after a fast 60 day transition

Apollo has Proven this cost model with other customers

Apollo will show you how we can make this a reality – using our Best Practices and Right Shore Support Model

Apollo is ready to provide service and our customers can enjoy the financial benefit after a fast 60 day transition

Reducing Cost Per Solution AHS Typical User

We begin with a HealthCheck TM … Structure and Strategy Organizational commitment to customer or patient service Perception and Performance How the Help Desk or Health system operates based on objective and subjective knowledge Methodologies and Procedures The processes that exist to ensure a consistent customer or patient experience Measurements and Reporting Reporting that comprehensively measures the customer or patient experience, end to end Education and Staffing How are employees, contractors, vendors enabled to deliver a positive customer or patient experience Systems and Technology What technology and systems are in place to enhance the customer or patient experience Our HealthCheck TM is designed to evaluate the condition of an organization’s level of customer or patient service within the context of six key elements Six Key Elements Education & Staffing Measurement & Reporting Methodologies & Procedures Systems & Technologies Structure & Strategy Perception & Performance

Structure and Strategy

Organizational commitment to customer or patient service

Perception and Performance

How the Help Desk or Health system operates based on objective and subjective knowledge

Methodologies and Procedures

The processes that exist to ensure a consistent customer or patient experience

Measurements and Reporting

Reporting that comprehensively measures the customer or patient experience, end to end

Education and Staffing

How are employees, contractors, vendors enabled to deliver a positive customer or patient experience

Systems and Technology

What technology and systems are in place to enhance the customer or patient experience

Consolidation and Re-Engineering Level 1 Evaluation of current Help Desk environments Discovery process using Six Key Element Methodology Complete assessment of each support environment Recommendations for future support structure Criteria for consolidation recommendation Cost, size of future Help Desk, customer requirements, redundancy needs, management, technology, recruiting, training, facilities and ease of implementation and management of the Help Desk Re-Engineering Level 2 and 3 Implementation of industry best practices: SLA/OLA/SOP Total Contact Ownership Product/technology implementation Reporting enhancements Training and education Quality Assurance processes Performance management Knowledge management Change management Root cause analysis

Level 1

Evaluation of current Help Desk environments

Discovery process using Six Key Element Methodology

Complete assessment of each support environment

Recommendations for future support structure

Criteria for consolidation recommendation

Cost, size of future Help Desk, customer requirements, redundancy needs, management, technology, recruiting, training, facilities and ease of implementation and management of the Help Desk

Re-Engineering Level 2 and 3

Implementation of industry best practices:

SLA/OLA/SOP

Total Contact Ownership

Product/technology implementation

Reporting enhancements

Training and education

Quality Assurance processes

Performance management

Knowledge management

Change management

Root cause analysis

ITIL Consulting and Assessment ITIL Consulting Identify Barriers to getting started with ITIL Share Solutions to overcome barriers Identify best practices in getting started with ITIL and establishing quick wins Provide a detailed roadmap for objectively assessing the functionality of a support organization and pinpointing its strengths and deficiencies. Facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities ITIL Assessment Results For the customer – Reduced time spent resolving incidents and requests Increased productivity by reducing downtime and increasing access to IT services Improved customer experience For the business and operations – Reduced negative impact of failures Increased productivity of business personnel More meaningful management information for decision support For the IT organization – Improved Customer service, perception and satisfaction Improved teamwork and communication Enhanced focus and a proactive approach to service provision Improved usage of IT support resources

ITIL Consulting

Identify Barriers to getting started with ITIL

Share Solutions to overcome barriers

Identify best practices in getting started with ITIL and establishing quick wins

Provide a detailed roadmap for objectively assessing the functionality of a support organization and pinpointing its strengths and deficiencies.

Facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities

ITIL Assessment Results

For the customer –

Reduced time spent resolving incidents and requests

Increased productivity by reducing downtime and increasing access to IT services

Improved customer experience

For the business and operations –

Reduced negative impact of failures

Increased productivity of business personnel

More meaningful management information for decision support

For the IT organization –

Improved Customer service, perception and satisfaction

Improved teamwork and communication

Enhanced focus and a proactive approach to service provision

Improved usage of IT support resources

What the customer states… From: Liz Bilinsky Sent: Wednesday, January 07, 2009 6:05 PM To: DiValerio, Joe Cc: Alexis, Mike; Sherrill, Kelly Subject: Appreciation Letter January 7, 2009 I am pleased to write this recommendation for the Mike Alexis and Kelly Sherrill of Apollo Health Street. I have recently had the pleasure of observing their technology-focused consultation work first hand and wanted to commend them on their professionalism and business insights. Together, Mike and Kelly delivered excellent technical advice. Their written and oral professional communications have been most helpful, and the comprehensive assessment they were engaged to complete led to the delivery of a highly-useful, operational report for the technology firm where I have been engaged as a process consultant. This technology firm is in the initial stages of on-boarding Apollo’s Service Desk, and Mike and Kelly have been integral in the overall success of all aspects this process. Many thanks to Mike and Kelly and best wishes for their and Apollo Health Street’s continuing successes. Respectfully, Liz Bilinsky Liz Peterson Bilinsky, COO Internal Business Solutions, Inc.

Thank You Contact: [email_address]