Americus Center of Excellence (CoE)<br />Commitment to the economic development in rural Georgia <br />Partnership with state of Georgia since 2002<br />Built for 252 agents<br />AHS, State of Georgia - OneGeorgia Initiative, Sumter County, and City of Americus<br />Located near multiple higher education institutions including<br />South Georgia Technical College<br />Internship Program<br />Georgia Southwestern State University<br />University of Georgia International Exchange Student Program (36 Countries represented) <br />Albany State University <br />Albany Technical College<br />Darton College<br />Competitive alternative to off-shore and near shore sourcing<br />Rural sourcing from 3 large cities<br />Employer of choice<br />
Help / Service Desk Offering<br />Apollo Health Street is a market leader in the delivery of Technical Help Desk and Service Desk solutions. Our support services 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.<br />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. <br />
Value Statement<br /><ul><li>Our Blended 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:</li></ul>“We help Citrix Develop More Software”<br />“We help University of Illinois Medical Center provide more direct patient care”<br /><ul><li>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 drives 10% of the volume out of the organization.
Root Cause Analysis also drives 20% of 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. </li></li></ul><li>The Apollo Value Proposition<br /><ul><li>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 Blended Shore Support Model:
Apollo is ready to provide service and our customers can enjoy the financial benefit after a fast 60 day transition.</li></li></ul><li>Help Desk & Product Support<br />Apollo has considerable knowledge and experience with Customer Support/Help Desk delivery:<br /><ul><li>Gartner placed us on the Magic Quadrant for Customer Support/ Help Desk Outsourcing Services.
We service over 1 million calls every year.</li></ul>The pillars of our delivery capabilities:<br /><ul><li>People – Apollo is committed to the continued education of our help desk professionals.
Process – We believe in Best Practices and have developed our own Best Practices Blue Book.
Technology – State of the art physical, telecom & network infrastructure in our delivery center.</li></ul>Our Services are driven by SLAs <br />
What do we do?<br /><ul><li>We take over one million calls in our Help Desk CoE annually.
L e v e l 0<br />L e v e l 1<br />L e v e l 1.5<br />L e v e l 2<br />L e v e l 3<br />$200 +<br /> Customer Engineer<br />$75 - $200<br />Customer Resource<br />$18 - $35<br />Subject Matter Expert<br />$12 - $25<br />Cost Savings, SLA and satisfaction improvements<br />Front Line Support<br />$2 - $4<br />Self-Service<br />Apollo Differentiators<br />
Apollo Cost Reductions<br />Savings can vary based on SLA’s, call patterns, duration, complexity and type of call<br />
Standard Operating Procedures</li></ul>Business Process Training<br />20-40 Hours<br /><ul><li>Mentored production environment
Immediate feedback on performance</li></ul>Pre Go-Live Training<br />20-40 Hours<br /><ul><li>Training team along with Operations certifies each professional in production</li></ul>Until each professional is certified<br />Mentoring and Certification<br />
Support Center Analyst…Overview<br />Course Overview<br /><ul><li>Industry Standards and Best Practices:</li></ul>Verbal communication<br />Written Documentation<br /><ul><li>Customer Service:</li></ul>Support<br />Delivery<br />Topics Covered…<br /><ul><li>Evolution of the Support Center:</li></ul> How support centers developed<br /><ul><li>Responsibilities of an analyst:</li></ul> Role and value to the business<br /><ul><li>Three driving forces in a Best-in-Class organization:</li></ul> Business Image, Company Culture and Business Impact<br />
Customer Awareness…Overview<br />Course Overview<br /><ul><li>Customer Information:</li></ul>Software / Hardware <br />Company overview<br />VIP Identification<br />Service Level Agreement:<br /> Metrics<br /> Systems supported<br /> Knowledge base<br /><ul><li>Questions based on customer :</li></ul> Tools<br /> Processes<br /> Company information<br /><ul><li>Exam:</li></ul>Thirty-five to fifty questions<br />Timed exam<br />Questions are customer specific<br /><ul><li>Certification:</li></ul> Passing score 90% or better<br />
Service Desk Operation with Apollo’s HealthCheck™<br />Systems & Technologies<br />Structure and Strategy<br /><ul><li>Organizational commitment to customer or patient service.</li></ul>Perception and Performance<br /><ul><li>How the Help Desk or Health system operates based on objective and subjective knowledge.</li></ul>Methodologies and Procedures<br /><ul><li>The processes that exist to ensure a consistent customer or patient experience.</li></ul>Measurements and Reporting<br /><ul><li>Reporting that comprehensively measures the customer or patient experience, end to end.</li></ul>Education and Staffing<br /><ul><li>How are employees, contractors, vendors enabled to deliver a positive customer or patient experience.</li></ul>Systems and Technology<br /><ul><li>What technology and systems are in place to enhance the customer or patient experience.</li></ul>Education & Staffing<br />Structure & <br />Strategy<br />Six Key Elements<br />Perception & Performance<br />Measurement & Reporting<br />Methodologies & Procedures<br />Our HealthCheckTM is designed to evaluate the condition of an organization’s level of customer or patient service within the context of six key elements<br />
HealthCheck™ Deliverables<br />What to expect<br /><ul><li>In person review of HealthCheck
Written recommendations </li></li></ul><li>Help Desk Consolidation and Re-Engineering<br />Help Desk Consolidation<br /><ul><li>Evaluation of current Help Desk environments:</li></ul>Discovery process using Six Key Element Methodology <br />Complete assessment of each support environment<br />Recommendations for future support structure<br /><ul><li>Criteria for consolidation recommendation:</li></ul>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<br />Re-Engineering Help Desk<br /><ul><li>Implementation of industry best practices:</li></ul>SLA/OLA/SOP<br />Total Contact Ownership<br />Product/technology implementation <br />Reporting enhancements<br />Training and education<br />Quality Assurance processes<br />Performance management<br />Knowledge management<br />Change management<br />Root cause analysis<br />
Japanese Language Support</li></ul>Computing, transformed.<br />Centralization, optimization and virtualization have been the focus of Citrix product innovation, strategic acquisitions, go-to-market partnerships, and talent development for over twenty years. It’s why we remain fundamentally committed to our vision – a world where anyone can work and play from anywhere.<br />Citrix customers include the world’s largest Internet companies, 99 percent of Fortune Global 500 enterprises, and hundreds of thousands of small businesses and consumers worldwide. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion.<br />http://www.citrix.com<br />
The Sunrise Service Desk<br /><ul><li>Delivery method – Onshore
French Canadian Language Support</li></ul>Since the first Sunrise community opened in 1981, the Sunrise operating philosophy has been to provide services and care to seniors following Sunrise's Principles of Service: encouraging independence, enabling freedom of choice, preserving dignity, celebrating individuality, nurturing the spirit and involving family and friends. <br />Since 1981, Sunrise has expanded the availability of services offered to seniors in the U.S. and international markets. Today, Sunrise offers:<br /><ul><li>Independent Living
The UIC Service Desk<br />The University of Illinois Medical Center provides a higher level of care and individual attention to patients and their families, giving special consideration to their unique medical challenges, emotional needs and cultural sensitivities. Our diverse medical teams bring the world's latest advancements to patient care, research and teaching.<br /><ul><li>Delivery method – Onshore
Project Roll outs</li></ul>http://www.uic.edu<br />
The gloStream Model<br />Privately held developer of electronic medical/health records and practice management solutions for the ambulatory market. Nationwide reach with staff on the East Coast, West Coast, Midwest and Southern portions of the U.S. gloEMR – CCHIT certified flagship electronic medical record product gloPM – practice management system that includes industry leading scheduling and revenue cycle management functionality general release fall 2008<br />gloStream technology serves: <br />single practitioners, large multi-site practices and specialty groups<br />clients and on-boarding doctors include: orthopedic surgeons, plastic surgeons, ENTs, breast cancer clinics, family practitioners, cardiologists, pediatricians, neurologists<br />100% partner-driven company<br />solutions are sold, integrated and supported by a nationwide network of local technology partners<br /><ul><li>Delivery method – Onshore
Software Installations</li></ul>The Company provides oilfield services and equipment to independent and major oilfield companies in exploration, production and development of oil and gas properties, domestically and in selected international markets. RPC offers a wide range of oil and gas services required throughout the life cycle of a well. <br />The Company’s operating business units include:<br /><ul><li> Cudd Energy Services
New Hire Training</li></ul>MBIA Inc., headquartered in Armonk, New York is a holding company whose subsidiaries provide financial guarantee insurance, fixed-income asset management, and other specialized financial services. <br />The Company services its clients around the globe, with offices in: <br /><ul><li>Madrid
Customer Satisfaction Increased - from 3.5% to 4.2% out of 5.0%
First Level Resolution Improved - in increased Level 1 resolution from 50% to 70%
Reduced Support Costs by 50% - Covisia was able to reduce level 1 and level 2 support staff by 60%
Customers retention which was on the decline improved to the point that customers were also sending notes of how good the service had become</li></ul>Based in Waltham, Massachusetts, Covisia Solutions Inc. is a leading provider of information application delivery, networking, security and IT support services designed to enable clients to work more effectively and increase focus on their core business.<br /><ul><li> Outsourced Help Desk & Managed Support
Alert Monitoring</li></ul>Founded in 1992 as a small computer repair and service business, DynaSis has evolved into one of the metro Atlanta area’s most respected information technology firms, now offering a comprehensive suite of services and technology solutions.<br />http://www.dynasis.com<br />
What the customer states…<br />From: Liz Bilinsky<br />Sent:Thursday, January 07, 2010 6:05 PMTo: DiValerio, Joe<br />Cc: Alexis, Mike; Sherrill, KellySubject: Appreciation Letter<br />January 7, 2010<br />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.<br />Many thanks to Mike and Kelly and best wishes for their and Apollo Health Street’s continuing successes.<br />Respectfully, Liz Bilinsky <br />Liz Peterson Bilinsky, COO<br />Internal Business Solutions, Inc.<br />
Questions…. <br />Joseph T. DiValerio<br />Vice President; Operations<br />email@example.com<br />105 Industrial Dr.<br />Americus, GA 31719<br />Office 770.627.9419<br />Mobile 229.364.3654<br />Fax 770.280.2631<br />Learn more at www.apollohealthstreet.com<br />