Apollo Service Desk Capabilities<br />
Historical Overview<br />2005<br />1995<br />2007<br />Blended-Shore Delivery Model<br />2005<br />Business Process Outsou...
Service Offering History<br />
Americus Center of Excellence (CoE)<br />Commitment to the economic development in rural Georgia <br />Partnership with st...
Help / Service Desk Offering<br />Apollo Health Street is a market leader in the delivery of Technical Help Desk and Servi...
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 Softw...
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></l...
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><...
We service over 1 million calls every year.</li></ul>The pillars of our delivery capabilities:<br /><ul><li>People – Apoll...
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...
What do we do?<br /><ul><li>We take over one million calls in our Help Desk CoE annually.
All our customers are reference clients.
We support approximately 49,000 technology end users.
We support over 2,000 patient services end users.
We average approximately 100,000 inbound calls per month.
We have developed a Best Practice Blue Book.</li></li></ul><li>Typical Service Delivery Model Maturity Curve<br />
Average Price Per Contact Type<br />
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 Enginee...
Apollo Cost Reductions<br />Savings can vary based on SLA’s, call patterns, duration, complexity and type of call<br />
Apollo Versus Industry<br />
Service Catalog<br />
Structure and strategy<br />Service management processes<br />Technology tool sets<br />Governance and security<br />Perfo...
Determine delivery model
Culture assessment
Process transition / knowledge transfer
Create training plan
Assemble CHDP and perform training
Monitoring performance against SLAs
Validating performance against benchmarks
Improve operating efficiency
Understand business objectives
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Apollo Service Desk Capabilities

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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

    1. 1. Apollo Service Desk Capabilities<br />
    2. 2. Historical Overview<br />2005<br />1995<br />2007<br />Blended-Shore Delivery Model<br />2005<br />Business Process Outsourcing<br />2003<br />Outsourcing Services<br />1997<br />Consulting Services<br />1996<br />Education & Certification<br />1995<br />2006<br />
    3. 3. Service Offering History<br />
    4. 4. 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 />
    5. 5. 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 />
    6. 6. Value Statement<br /><ul><li>Our Blended Shore Models save between 25%-30% for our Technical and Customer Service Customer.
    7. 7. 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.
    8. 8. The Root Cause Analysis Best Practices drives 10% of the volume out of the organization.
    9. 9. Root Cause Analysis also drives 20% of issues out of Level 2, saving on average $20 per Incident.
    10. 10. 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.
    11. 11. Apollo will show you how we can make this a reality – using our Best Practices and Blended Shore Support Model:
    12. 12. 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.
    13. 13. 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.
    14. 14. Process – We believe in Best Practices and have developed our own Best Practices Blue Book.
    15. 15. Technology – State of the art physical, telecom & network infrastructure in our delivery center.</li></ul>Our Services are driven by SLAs <br />
    16. 16. What do we do?<br /><ul><li>We take over one million calls in our Help Desk CoE annually.
    17. 17. All our customers are reference clients.
    18. 18. We support approximately 49,000 technology end users.
    19. 19. We support over 2,000 patient services end users.
    20. 20. We average approximately 100,000 inbound calls per month.
    21. 21. We have developed a Best Practice Blue Book.</li></li></ul><li>Typical Service Delivery Model Maturity Curve<br />
    22. 22. Average Price Per Contact Type<br />
    23. 23. 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 />
    24. 24. Apollo Cost Reductions<br />Savings can vary based on SLA’s, call patterns, duration, complexity and type of call<br />
    25. 25. Apollo Versus Industry<br />
    26. 26. Service Catalog<br />
    27. 27.
    28. 28. Structure and strategy<br />Service management processes<br />Technology tool sets<br />Governance and security<br />Performance and reporting<br />Resourcing and education<br />Transition Methodology<br />1 week<br />2 weeks<br />3 weeks<br /> Steady<br /> State <br /> Operations<br /> Implement<br /> Design<br /> Discovery<br />6 key elements<br /><ul><li>Create project plan
    29. 29. Determine delivery model
    30. 30. Culture assessment
    31. 31. Process transition / knowledge transfer
    32. 32. Create training plan
    33. 33. Assemble CHDP and perform training
    34. 34. Monitoring performance against SLAs
    35. 35. Validating performance against benchmarks
    36. 36. Improve operating efficiency
    37. 37. Understand business objectives
    38. 38. Review statement of work
    39. 39. Perform high level due diligence and discovery</li></ul>Apollo Health Street | Confidential | Page 17<br />D E L I V E R A B L E S <br />Phased activities<br /><ul><li>Accepted proposal
    40. 40. MSA
    41. 41. SOW
    42. 42. Pre-visit discovery checklist
    43. 43. HealthCheck questionnaire
    44. 44. Master project plan
    45. 45. Communication plan
    46. 46. Training plan
    47. 47. Staffing plan
    48. 48. Risk assessment and mitigation plan
    49. 49. Draft SLAs
    50. 50. Quality control document
    51. 51. SLA,OLA, SOP
    52. 52. Training manual
    53. 53. Quality control template
    54. 54. Knowledge article template
    55. 55. Operations SLA
    56. 56. Handover to operations document</li></li></ul><li>Education and Training<br /><ul><li>Company overview
    57. 57. HR policies and culture
    58. 58. Expectation setting</li></ul>Employee <br />Orientation <br />08-12 Hours<br /><ul><li>Communication Skills
    59. 59. Best Practices
    60. 60. Call Handling
    61. 61. Problem Solving</li></ul>Support Center Analyst<br />16 Hours<br /><ul><li>Introduction to Customer specific processes and terminology
    62. 62. High Impact Training
    63. 63. Standard Operating Procedures</li></ul>Business Process Training<br />20-40 Hours<br /><ul><li>Mentored production environment
    64. 64. 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 />
    65. 65. AHS Top Best Practices<br />
    66. 66. 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 />
    67. 67. 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 />
    68. 68. Standard Reports<br />
    69. 69. Consulting Services<br />Consulting Services<br />
    70. 70. 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 />
    71. 71. HealthCheck™ Deliverables<br />What to expect<br /><ul><li>In person review of HealthCheck
    72. 72. 50 Page written assessment
    73. 73. Methodology overview
    74. 74. How assessment was conducted
    75. 75. Graded score
    76. 76. Written analysis of assessment
    77. 77. 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 />
    78. 78. Customer Profiles<br />
    79. 79. The Citrix Service Desk<br /><ul><li>Onshore Delivery method
    80. 80. 24 x 7 x 365 Support
    81. 81. Scope of Services –
    82. 82. Global Single Point of Contact
    83. 83. Account Administration (Add, Change, Delete)
    84. 84. Monthly Incident Volumes – 6,000
    85. 85. Tenure: 7 Years
    86. 86. Value Added Services
    87. 87. Incident Management System implementation and support
    88. 88. Major Incident Process
    89. 89. 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 />
    90. 90. The Sunrise Service Desk<br /><ul><li>Delivery method – Onshore
    91. 91. 24 x 7 x 365 Support
    92. 92. Scope of Services –
    93. 93. Level 1 and 1.5 Technical Support (North America and UK)
    94. 94. Account Administration
    95. 95. NOC Services
    96. 96. Monthly Incident Volumes – 4,500
    97. 97. Tenure: 4 Years
    98. 98. Value Added Services
    99. 99. New User Outreach Program
    100. 100. Project Roll outs
    101. 101. 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
    102. 102. Assisted Living
    103. 103. Alzheimer's Care
    104. 104. Nursing & Rehabilitative Care
    105. 105. Hospice Care
    106. 106. Short-term Stays</li></ul>http://www.sunriseseniorliving.com<br />
    107. 107. 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
    108. 108. 24 x 7 x 365 Support
    109. 109. Scope of Services –
    110. 110. Level 1 Technical Support
    111. 111. Monthly Incident Volumes – 1,600
    112. 112. Tenure: 6 Years
    113. 113. Value Added Services
    114. 114. Proactive Profile Monitoring
    115. 115. Project Roll outs</li></ul>http://www.uic.edu<br />
    116. 116. 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
    117. 117. 24 x 7 x 365 Support
    118. 118. Scope of Services –
    119. 119. Level 1 Technical Support
    120. 120. Training and product education
    121. 121. Monthly Incident Volumes – 1,200
    122. 122. Tenure: 1Years
    123. 123. Value Added Services
    124. 124. User Outreach
    125. 125. Site Implementations</li></ul>http://www.glostream.com<br />
    126. 126. The RPC Service Desk<br /><ul><li>Delivery method – Onshore
    127. 127. 24 x 7 x 365 Support
    128. 128. Scope of Services –
    129. 129. Level 1 and 1.5 Technical Support
    130. 130. Account Administration
    131. 131. Tech Bench
    132. 132. Monthly Incident Volumes – 1,500
    133. 133. Tenure: 3 Years
    134. 134. Value Added Services
    135. 135. Blackberry, TREO, Windows Mobile Support
    136. 136. New Site Implementations
    137. 137. 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
    138. 138. Patterson Services
    139. 139. Bronco Oilfield Services</li></ul>http://www.rpc.net<br />
    140. 140. The MBIA Service Desk<br /><ul><li>Delivery method – Onshore
    141. 141. 24 x 7 x 365 Support
    142. 142. Scope of Services –
    143. 143. Level 1 and 1.5 Technical Support
    144. 144. Account Administration
    145. 145. Facilities Services
    146. 146. Monthly Incident Volumes – 1,500
    147. 147. Tenure: 3 Years
    148. 148. Value Added Services
    149. 149. Project Roll Outs
    150. 150. Staffing Augmentation
    151. 151. 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
    152. 152. Mexico City
    153. 153. Sydney
    154. 154. Tokyo
    155. 155. New York
    156. 156. Denver
    157. 157. San Francisco
    158. 158. Paris
    159. 159. London</li></ul>http://www.mbia.com<br />
    160. 160. The Covisia Service Desk<br /><ul><li>Delivery method – Onshore
    161. 161. 24 x 7 x 365 Support
    162. 162. Scope of Services –
    163. 163. Level 1 and 1.5 Technical Support
    164. 164. Citrix Access Control Suite
    165. 165. Network/Server Monitoring
    166. 166. Monthly Incident Volumes – 1,000
    167. 167. Value Added Services
    168. 168. Zenith and N-Able monitoring of systems
    169. 169. Single Point of Contact
    170. 170. Customer Satisfaction Increased - from 3.5% to 4.2% out of 5.0%
    171. 171. First Level Resolution Improved - in increased Level 1 resolution from 50% to 70%
    172. 172. Reduced Support Costs by 50% - Covisia was able to reduce level 1 and level 2 support staff by 60%
    173. 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</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
    174. 174. Application Delivery & Virtualization
    175. 175. Unified Communications
    176. 176. Disaster Recovery & Business Continuity
    177. 177. Network Optimization & Security</li></ul>Covisia Solutions named 2008 Northeast Partner of the Year!<br />http://www.covisia.com<br />
    178. 178. The DynaSis Service Desk<br /><ul><li>Delivery method – Onshore
    179. 179. 24 x 7 x 365 Support
    180. 180. Scope of Services –
    181. 181. Level 1 and 1.5 Technical Support
    182. 182. Overflow Services
    183. 183. Server Level Support
    184. 184. Network/Server Monitoring
    185. 185. Monthly Incident Volumes – 500
    186. 186. Value Added Services
    187. 187. NOC Support
    188. 188. 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 />
    189. 189. 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 />
    190. 190. Questions…. <br />Joseph T. DiValerio<br />Vice President; Operations<br />jdivalerio@apollohs.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 />

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