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Service Desk Overview and Offerings

Service Desk Overview and Offerings

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  • This is our maturity curve, the point to not is most customers are “bottom left” and thus the need to outsource, the goal is to go top right during the Apollo engagement.
  • Standard support offerings for commercial off the shelf
  • A typical transition 6 week duration, ties to our 6 Key element methodology described in the health check

Apollo Service Desk Capabilities Presentation Transcript

  • 1. Apollo Service Desk Capabilities
  • 2. Historical Overview
    2005
    1995
    2007
    Blended-Shore Delivery Model
    2005
    Business Process Outsourcing
    2003
    Outsourcing Services
    1997
    Consulting Services
    1996
    Education & Certification
    1995
    2006
  • 3. Service Offering History
  • 4. Americus Center of Excellence (CoE)
    Commitment to the economic development in rural Georgia
    Partnership with state of Georgia since 2002
    Built for 252 agents
    AHS, State of Georgia - OneGeorgia Initiative, Sumter County, and City of Americus
    Located near multiple higher education institutions including
    South Georgia Technical College
    Internship Program
    Georgia Southwestern State University
    University of Georgia International Exchange Student Program (36 Countries represented)
    Albany State University
    Albany Technical College
    Darton College
    Competitive alternative to off-shore and near shore sourcing
    Rural sourcing from 3 large cities
    Employer of choice
  • 5. Help / Service Desk Offering
    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.
    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.
  • 6. Value Statement
    • Our Blended Shore Models save between 25%-30% for our Technical and Customer Service Customer.
    • 7. The Apollo Best Practices aligns the Service Desk with the customers business:
    “We help Citrix Develop More Software”
    “We help University of Illinois Medical Center 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.
    • 8. The Root Cause Analysis Best Practices drives 10% of the volume out of the organization.
    • 9. Root Cause Analysis also drives 20% of issues out of Level 2, saving on average $20 per Incident.
    • 10. Our Transition Methodology allows for a Painless and Seamless transition and drives down the risk of Outsourcing.
  • The Apollo Value Proposition
    • Apollo has Proven this cost model with other customers.
    • 11. Apollo will show you how we can make this a reality – using our Best Practices and Blended Shore Support Model:
    • 12. Apollo is ready to provide service and our customers can enjoy the financial benefit after a fast 60 day transition.
  • Help Desk & Product Support
    Apollo has considerable knowledge and experience with Customer Support/Help Desk delivery:
    • Gartner placed us on the Magic Quadrant for Customer Support/ Help Desk Outsourcing Services.
    • 13. We service over 1 million calls every year.
    The pillars of our delivery capabilities:
    • People – Apollo is committed to the continued education of our help desk professionals.
    • 14. Process – We believe in Best Practices and have developed our own Best Practices Blue Book.
    • 15. Technology – State of the art physical, telecom & network infrastructure in our delivery center.
    Our Services are driven by SLAs
  • 16. What do we do?
    • We take over one million calls in our Help Desk CoE annually.
    • 17. All our customers are reference clients.
    • 18. We support approximately 49,000 technology end users.
    • 19. We support over 2,000 patient services end users.
    • 20. We average approximately 100,000 inbound calls per month.
    • 21. We have developed a Best Practice Blue Book.
  • Typical Service Delivery Model Maturity Curve
  • 22. Average Price Per Contact Type
  • 23. L e v e l 0
    L e v e l 1
    L e v e l 1.5
    L e v e l 2
    L e v e l 3
    $200 +
    Customer Engineer
    $75 - $200
    Customer Resource
    $18 - $35
    Subject Matter Expert
    $12 - $25
    Cost Savings, SLA and satisfaction improvements
    Front Line Support
    $2 - $4
    Self-Service
    Apollo Differentiators
  • 24. Apollo Cost Reductions
    Savings can vary based on SLA’s, call patterns, duration, complexity and type of call
  • 25. Apollo Versus Industry
  • 26. Service Catalog
  • 27.
  • 28. Structure and strategy
    Service management processes
    Technology tool sets
    Governance and security
    Performance and reporting
    Resourcing and education
    Transition Methodology
    1 week
    2 weeks
    3 weeks
    Steady
    State
    Operations
    Implement
    Design
    Discovery
    6 key elements
    • Create project plan
    • 29. Determine delivery model
    • 30. Culture assessment
    • 31. Process transition / knowledge transfer
    • 32. Create training plan
    • 33. Assemble CHDP and perform training
    • 34. Monitoring performance against SLAs
    • 35. Validating performance against benchmarks
    • 36. Improve operating efficiency
    • 37. Understand business objectives
    • 38. Review statement of work
    • 39. Perform high level due diligence and discovery
    Apollo Health Street | Confidential | Page 17
    D E L I V E R A B L E S
    Phased activities
    • Accepted proposal
    • 40. MSA
    • 41. SOW
    • 42. Pre-visit discovery checklist
    • 43. HealthCheck questionnaire
    • 44. Master project plan
    • 45. Communication plan
    • 46. Training plan
    • 47. Staffing plan
    • 48. Risk assessment and mitigation plan
    • 49. Draft SLAs
    • 50. Quality control document
    • 51. SLA,OLA, SOP
    • 52. Training manual
    • 53. Quality control template
    • 54. Knowledge article template
    • 55. Operations SLA
    • 56. Handover to operations document
  • Education and Training
    • Company overview
    • 57. HR policies and culture
    • 58. Expectation setting
    Employee
    Orientation
    08-12 Hours
    • Communication Skills
    • 59. Best Practices
    • 60. Call Handling
    • 61. Problem Solving
    Support Center Analyst
    16 Hours
    • Introduction to Customer specific processes and terminology
    • 62. High Impact Training
    • 63. Standard Operating Procedures
    Business Process Training
    20-40 Hours
    • Mentored production environment
    • 64. Immediate feedback on performance
    Pre Go-Live Training
    20-40 Hours
    • Training team along with Operations certifies each professional in production
    Until each professional is certified
    Mentoring and Certification
  • 65. AHS Top Best Practices
  • 66. Support Center Analyst…Overview
    Course Overview
    • Industry Standards and Best Practices:
    Verbal communication
    Written Documentation
    • Customer Service:
    Support
    Delivery
    Topics Covered…
    • Evolution of the Support Center:
    How support centers developed
    • Responsibilities of an analyst:
    Role and value to the business
    • Three driving forces in a Best-in-Class organization:
    Business Image, Company Culture and Business Impact
  • 67. Customer Awareness…Overview
    Course Overview
    • Customer Information:
    Software / Hardware
    Company overview
    VIP Identification
    Service Level Agreement:
    Metrics
    Systems supported
    Knowledge base
    • Questions based on customer :
    Tools
    Processes
    Company information
    • Exam:
    Thirty-five to fifty questions
    Timed exam
    Questions are customer specific
    • Certification:
    Passing score 90% or better
  • 68. Standard Reports
  • 69. Consulting Services
    Consulting Services
  • 70. Service Desk Operation with Apollo’s HealthCheck™
    Systems & Technologies
    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.
    Education & Staffing
    Structure &
    Strategy
    Six Key Elements
    Perception & Performance
    Measurement & Reporting
    Methodologies & Procedures
    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
  • 71. HealthCheck™ Deliverables
    What to expect
    • In person review of HealthCheck
    • 72. 50 Page written assessment
    • 73. Methodology overview
    • 74. How assessment was conducted
    • 75. Graded score
    • 76. Written analysis of assessment
    • 77. Written recommendations
  • Help Desk Consolidation and Re-Engineering
    Help Desk Consolidation
    • 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 Help Desk
    • 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
  • 78. Customer Profiles
  • 79. The Citrix Service Desk
    • Onshore Delivery method
    • 80. 24 x 7 x 365 Support
    • 81. Scope of Services –
    • 82. Global Single Point of Contact
    • 83. Account Administration (Add, Change, Delete)
    • 84. Monthly Incident Volumes – 6,000
    • 85. Tenure: 7 Years
    • 86. Value Added Services
    • 87. Incident Management System implementation and support
    • 88. Major Incident Process
    • 89. Japanese Language Support
    Computing, transformed.
    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.
    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.
    http://www.citrix.com
  • 90. The Sunrise Service Desk
    • Delivery method – Onshore
    • 91. 24 x 7 x 365 Support
    • 92. Scope of Services –
    • 93. Level 1 and 1.5 Technical Support (North America and UK)
    • 94. Account Administration
    • 95. NOC Services
    • 96. Monthly Incident Volumes – 4,500
    • 97. Tenure: 4 Years
    • 98. Value Added Services
    • 99. New User Outreach Program
    • 100. Project Roll outs
    • 101. French Canadian Language Support
    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.
    Since 1981, Sunrise has expanded the availability of services offered to seniors in the U.S. and international markets. Today, Sunrise offers:
    • Independent Living
    • 102. Assisted Living
    • 103. Alzheimer's Care
    • 104. Nursing & Rehabilitative Care
    • 105. Hospice Care
    • 106. Short-term Stays
    http://www.sunriseseniorliving.com
  • 107. The UIC Service Desk
    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.
    • Delivery method – Onshore
    • 108. 24 x 7 x 365 Support
    • 109. Scope of Services –
    • 110. Level 1 Technical Support
    • 111. Monthly Incident Volumes – 1,600
    • 112. Tenure: 6 Years
    • 113. Value Added Services
    • 114. Proactive Profile Monitoring
    • 115. Project Roll outs
    http://www.uic.edu
  • 116. The gloStream Model
    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
    gloStream technology serves:
    single practitioners, large multi-site practices and specialty groups
    clients and on-boarding doctors include: orthopedic surgeons, plastic surgeons, ENTs, breast cancer clinics, family practitioners, cardiologists, pediatricians, neurologists
    100% partner-driven company
    solutions are sold, integrated and supported by a nationwide network of local technology partners
    • Delivery method – Onshore
    • 117. 24 x 7 x 365 Support
    • 118. Scope of Services –
    • 119. Level 1 Technical Support
    • 120. Training and product education
    • 121. Monthly Incident Volumes – 1,200
    • 122. Tenure: 1Years
    • 123. Value Added Services
    • 124. User Outreach
    • 125. Site Implementations
    http://www.glostream.com
  • 126. The RPC Service Desk
    • Delivery method – Onshore
    • 127. 24 x 7 x 365 Support
    • 128. Scope of Services –
    • 129. Level 1 and 1.5 Technical Support
    • 130. Account Administration
    • 131. Tech Bench
    • 132. Monthly Incident Volumes – 1,500
    • 133. Tenure: 3 Years
    • 134. Value Added Services
    • 135. Blackberry, TREO, Windows Mobile Support
    • 136. New Site Implementations
    • 137. Software Installations
    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.
    The Company’s operating business units include:
    • Cudd Energy Services
    • 138. Patterson Services
    • 139. Bronco Oilfield Services
    http://www.rpc.net
  • 140. The MBIA Service Desk
    • Delivery method – Onshore
    • 141. 24 x 7 x 365 Support
    • 142. Scope of Services –
    • 143. Level 1 and 1.5 Technical Support
    • 144. Account Administration
    • 145. Facilities Services
    • 146. Monthly Incident Volumes – 1,500
    • 147. Tenure: 3 Years
    • 148. Value Added Services
    • 149. Project Roll Outs
    • 150. Staffing Augmentation
    • 151. New Hire Training
    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.
    The Company services its clients around the globe, with offices in:
    • Madrid
    • 152. Mexico City
    • 153. Sydney
    • 154. Tokyo
    • 155. New York
    • 156. Denver
    • 157. San Francisco
    • 158. Paris
    • 159. London
    http://www.mbia.com
  • 160. The Covisia Service Desk
    • Delivery method – Onshore
    • 161. 24 x 7 x 365 Support
    • 162. Scope of Services –
    • 163. Level 1 and 1.5 Technical Support
    • 164. Citrix Access Control Suite
    • 165. Network/Server Monitoring
    • 166. Monthly Incident Volumes – 1,000
    • 167. Value Added Services
    • 168. Zenith and N-Able monitoring of systems
    • 169. Single Point of Contact
    • 170. Customer Satisfaction Increased - from 3.5% to 4.2% out of 5.0%
    • 171. First Level Resolution Improved - in increased Level 1 resolution from 50% to 70%
    • 172. Reduced Support Costs by 50% - Covisia was able to reduce level 1 and level 2 support staff by 60%
    • 173. Customers retention which was on the decline improved to the point that customers were also sending notes of how good the service had become
    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.
    • Outsourced Help Desk & Managed Support
    • 174. Application Delivery & Virtualization
    • 175. Unified Communications
    • 176. Disaster Recovery & Business Continuity
    • 177. Network Optimization & Security
    Covisia Solutions named 2008 Northeast Partner of the Year!
    http://www.covisia.com
  • 178. The DynaSis Service Desk
    • Delivery method – Onshore
    • 179. 24 x 7 x 365 Support
    • 180. Scope of Services –
    • 181. Level 1 and 1.5 Technical Support
    • 182. Overflow Services
    • 183. Server Level Support
    • 184. Network/Server Monitoring
    • 185. Monthly Incident Volumes – 500
    • 186. Value Added Services
    • 187. NOC Support
    • 188. Alert Monitoring
    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.
    http://www.dynasis.com
  • 189. What the customer states…
    From: Liz Bilinsky
    Sent:Thursday, January 07, 2010 6:05 PMTo: DiValerio, Joe
    Cc: Alexis, Mike; Sherrill, KellySubject: Appreciation Letter
    January 7, 2010
    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.
  • 190. Questions….
    Joseph T. DiValerio
    Vice President; Operations
    jdivalerio@apollohs.com
    105 Industrial Dr.
    Americus, GA 31719
    Office    770.627.9419
    Mobile   229.364.3654
    Fax       770.280.2631
    Learn more at www.apollohealthstreet.com