2021 June 23 Webinar Help Desk Outsourcing On The Rise

1. Help Desk Outsourcing On the Rise:
Keys to a Successful Implementation
Head of IT Services
Auxis
Founder & CEO
Auxis
12:00 pm EST, June 23rd 2021
Former CIO
Hollander Sleep
Products
WEBINAR
Raul Vega Alvaro Prieto May Huneidi

2. Sources:
- Gartner
- Help Desk Institute
- 2020 Global Managed Services Report, Economic Times
- 2019 Help Desk Outsourcing Report, Computer Economics
A Changing Workforce Model is Accelerating the Need for a
High-Performance Help Desk and the Adoption of Outsourcing
74% of organizations plan to make remote
work a permanent part of their model
Even before COVID, IT outsourcing was at a
five-year high. Outsourcing in 2019 accounts
for 12.7% of the total IT budget, a steep
increase from 9.4% in 2018
Investments in help desk-related
services are increasing from 25% to
50% nationwide
North American Help Desks are
experiencing an average turnover of
40% per year
95% of organizations already outsourcing their help desk are planning to
maintain or increase their level of outsourcing

3. 3
Today's webinar participants are in line with these
trends based on your responses...
What would be your main driver for considering
outsourcing your Service Desk?
Source: Registration responses for Auxis' Help Desk Outsourcing Webinar June 24, 2021
Where are you in your Help Desk Outsourcing journey?

4. 4
Common Misperceptions
Helpdesk doesn’t
need to be Single
Point of Contact for
all Users
Helpdesk is just a
'ticket' processing
center that handles
“incidents”
All tickets treated the “same” –
complexity, handling time, etc.
Expecting 100%
Service Level
compliance
Staffing can be based on ticket volumes - not properly considering service
level expectations, hours of coverage and ticket complexity
Agents should
be able to
resolve all types
of user issues
Relying on “Tribal Knowledge” and
“individual heroics” as a basis for great
support

5. How would you rate the level of support and service
your end users are getting today?
Polling Question #1
15%
Excellent
35%
Very good
35%
Fair
15%
Poor
0%
Extremely poor
Source:livepollingresponsesfromattendeesto"HelpDeskOutsourcingOnTheRise" (June24, 2021)

6. 6
Key Components to Achieve Peak
Performance in Help Desk Operations

7. 7
The Modern IT Service Desk goes beyond “break and fix”
support and includes the following key characteristics:
Clearly defined services that are
mapped to the business needs
Process-dependent
versus people
dependent
Robust web-based
knowledge tool
Workflow automation
in core processes
Self-service
capabilities
Strong performance
metrics and proactive
problem management
Consumption-based
pricing model
Flexible staffing model
to deal with business
cycles

8. 8
Having a Multi-Tiered Service Model is a Critical
Success Factor...
End-User
Incident, Problem,
Request, Service
level Reporting, etc.
Service Desk
Maintain Knowledge Base
for SOP’s and Technical
Documentation
Incident or Request via Phone,
Email, Chat, or Web Based/
Self Service portal
Escalation Management
Vendor Support
Team (L4)
Level 2/3
Support Team
Knowledge
Management
Level 1
Support
User
Provisioning
Basic level of end-
user support
involving usage
issues, access
privileges, etc.
Process
Execution
Create, modify, disable
and delete user accounts
and profiles.

9. 9
As Well as Clear Operational Visibility through Robust,
Real-Time Analytics
Client 2
Client 1
Client 2
Client 3
Client 4
Client 5
Client 6
Client 7
Client 8 Client 9
Client 10
Arrival Volumes and Patterns
Ticket SLA (e.g. MTTR)
Ticket Aging
Effort
Tickets Closed per Agent
Cost per Ticket
Avg Handle Time
Performance by Channels
Tickets per Asset Type
Examples:

10. Polling Question #2
How would you rate the level of maturity of your Service
Desk? (e.g. processes, systems, analytics, SLAs, etc.)
11%
Very mature
44%
Somewhat mature
33%
Somewhat immature
11%
Immature
Source:livepollingresponsesfromattendeesto"HelpDeskOutsourcingOnTheRise" (June24, 2021)

11. 11
Determining the Right
Organizational Model

12. 12
Many Organizations Do Not Begin With The End Goal in Mind…
1. In-House
2. Outsourced
3. Hybrid
Real-Time
Reporting
Improved SLAs
& Service
Consistency
Cost Reduction
Scalability Agility
Security &
Controls
Higher
Strategic Focus
Customer &
Employee
Experience
Expanded
Coverage &
Language Skills
What operating model can get me
closer to my business goals?

13. 13
How to Establish a Successful
Outsourcing Partnership
When outsourcing fails, the problem isn’t the
concept – the concept has been proven successful for
thousands of companies. It’s the execution…

14. 14
What to Look for in Your Outsourcing Partner
High-Caliber Talent with Strong Recruiting & Retention
Robust Knowledge Management Practices
Proven Toolsets & Automation Capabilities
Real-Time Analytics & Performance Improvement Mindset
Strong Quality Controls & Security Maturity
Contractual Service Level Agreements
Long-Term
Partnership Focus
Cultural Fit
“Extension of Your
Team” Philosophy
Flexible Contract Terms & “Spirit of the Agreement”
1.
2.
3.
4.
5.
6.
7.

15. 15
Key Steps to Successfully Outsourcing
Your Help Desk
1. 2. 3. 4. 5.
6. 7. 8. 9. 10.
Align on Your
Business
Drivers for
Outsourcing
Clearly Define
Service Scope &
Expectations
(Balance between
Coverage, Quality &
Cost)
Determine Levels
of Support &
Escalations
Beyond Level 1
Choose the Right
Model for You –
Dedicated or
Shared?
Identify the Best
Location Strategy
based on Your
Footprint
Don’t Fall for
the Myth of
Cost Per Ticket
& Look Beyond
The “Lowest”
Price
Quantify Your
Business Case –
Make Sure it’s an
“Apples to
Apples”
Comparison
Establish a
Robust Process
Documentation &
Transition Plan
Weight Out Your
Selection Criteria
and Pick a
Partner that Best
Meets What’s
Important for You
Trust the Process!

16. 16
Q&A

17. Polling Question #3
Would you like to schedule a
complimentary help desk
optimization assessment?
Benefits you will get from your consultation:
• Benchmark your current performance versus
your industry peers (e.g. productivity per agent,
cost per ticket, first call resolution, etc.)
• Confirm the maturity level of your help
desk operation in terms of process, people
& technology
• Identify specific opportunities for
improvement including best automation
candidates
• Confirm the feasibility and business case of
nearshore outsourcing for your organization
You can also contact one of our IT Sales Consultants, Ryan Ritter
(ryan.ritter@auxis.com) for any questions

18. 18
Last Thoughts

19. Thank you for attending!
Alvaro.Prieto@auxis.com
Raul.Vega@auxis.com Huneidi.May@gmail.com
Raul Vega Alvaro Prieto May Huneidi
Download Today!

20. 20
Appendix

21. 21
Benefits of Working with Costa Rica

22. 22
ITSM Best Practices &
Continuous Improvement

23. 23
boneyard

24. 24
• #1 English proficiency in Latin America
• #1 Education System in Latin America with the highest literacy rate (98%)
• Strong services sector with consistent growth year over year
• Central Time Zone with quick direct flights to most major U.S. Cities
• Strong Cultural Affinity to the US
• #1 Country in Innovation in LatAm by Global Innovation Index (2017)
• No Army! It was abolished in 1948
• Safest City in Latin America - recognized worldwide for its politically stability and peace.
• Solid Infrastructure & Utilities with 100% power and Telecom redundancy
Costa Rica has been consistently
ranked as the #1 nearshore
destination in Latin America

25. • Service offered in English
represents more than 79% in 3
of the top 5 processes.
• End-to-end centers also offer
services 24x7x365 in English,
Spanish, Portuguese, French,
German, Italian, Malay,
Japanese, Dutch, Polish,
Czech, Finnish, Mandarin
Over 79% of the services provided in English

26. 26
Customer Support Center of Excellence
Works with client Customer
Support operations to define
Quality standards, aligned
with customer expectations and
requirements, the provides
ongoing periodic call
monitoring, evaluation and
reporting of Agent
performance based on these
standards and requirements.
Provides initial onboarding and
overseeing nesting for new hires, and
based on inputs from the Quality
Assurance team, provides spot
training for skills or process refresh
or changes, based on established
customer processes and operational
requirements
Works with client Customer Support
operations to establish, monitor and
update call forecast, and establish
and manage workforce schedules to
adjust to changes in call arrival
patterns, call types, etc. Additionally,
provides Real-Time Monitoring of
customer contacts to help manage
spikes in volume within the daily
schedules.
WORKFORCE
MANAGEMENT
TRAINING
AUXIS
CUSTOMER
SUPPORT
CENTER OF
EXCELLENCE
QUALITY
ASSURANCE
Auxis has established a Customer Support Center of Excellence (“COE”) which includes key roles that
are shared across all clients, designed to provide improved quality and consistency of performance.
Creates and maintains all
processes and procedural
documentation for trainers,
agents and end-users to
reference at all times.
Publishes curated
knowledge articles to the
self-help portal including
selected articles with self-
healing capabilities.
KNOWLEDGE MGMT
Proprietary & Confidential

27. 27
SD Hybrid Team Structure
CIO
Director Infrastructure
SD L1 Agent
SD Lead
IT Manager
SD L1 Agent
Desktop
Support Tech
Desktop
Support
Desktop
Support Tech
Center of
Excellence
Entry Level Resources, processing
Level 1 type of Requests
HW Mgmt. (Support, imaging, etc.),
Level of escalation for the Level 1 team
Supporting Roles for the End-User
Support teams
Team structure can be a hybrid between
Auxis & United Urology, retaining the
knowledge of the team in house, while
augmenting the team with resources and
supporting roles from Auxis
Access Mgmt.
L2 / Specialized
App. Support
Auxis
United Urology
Trainer
Quality Assurance
Reporting
Queue Manager
Workforce Mgmt.
Config. Mgr.
Note: these are not individual roles but support
functions

28. 28
A Strong Onboarding Process is a Key Success Factor
Service Support Model Definition Hyper Care
Staffing
 Process Walk-Throughs
 SOP Documentation development
 Knowledge Management Set Up
 Service Level Objectives (SLOs) definition
 Automation candidates
Facilities & Equipment Preparation
Training
 Full Team Training onsite in
Costa Rica
 Processes
 SOPs
 Escalations
 System Training
 Ticket handling
 Change Management
Systems Set Up & Connectivity (ITSM, BI, etc.)
 Operational stabilization
 SLA Ramp Up
 Training support
8 to 12 weeks
Contract
Signed
Soft Go Live Full Production
Full Production
Ongoing
 Full SLA production levels
 Continuous Process/
automation Improvements
 Weekly, monthly, quarterly and
annual reporting &
communication rhythms
Management
Check Point
Proprietary & Confidential
4 to 6 weeks

29. 29
Sample of an Outsourcing Service Desk Dashboard
Real-Time Analytics

30. 30
Sample of an Outsourcing Service Desk Dashboard
Performance
Agent Monitoring
& Management

31. 31
Leading Regions for Shared Services & Outsourcing
Location Strategy
Latin America
Eastern Europe
North America
South and East Asia
 Lowest cost in the globe
 Most common global
destination for low-value,
transactional processes
 Significant time-zone and
cultural differences with the
Americas
 Pan-Regional solution for
Americas
 30% to 60% labor arbitrage
compared to US
 Used for both low and high
value activities
 Regional solution for US
and Canada
 High cost – not convenient
for a global solution
 Nearshore solution for Europe
• Geographic Proximity
• Time Zone
• Low Cost
• Large and Strong Workforce
• Cultural Affinity
• Language Skills
• Lower Turnover than Asia
• Infrastructure
Primary Drivers
Latin America represents 28% of
the “Top 25” Global Outsourcing
Destinations (Tholons 2018)

32. 32
Monday thru Friday
Standard Hours
7:00 am to 9:00 pm ET
$32,000 / month
$16 per ticket
Weekends 24X7
Saturday & Sunday
$2,500 / month
$2,250 / month
Monday thru Friday
After Hours
9:00 pm to 7:00 am ET
Up to 2000 tickets/month
Additional tickets ($150/ticket)
Up to 1000 tickets/month
Additional tickets ($25/ticket)
Up to 75 tickets/month
Additional tickets ($40/ticket)
$36,750 / month
24x7x365 (Total)
Additional tickets above 2000, 100,
and 75 for each respective service
to be charged separately at the cost
per tickets above
24x7365 Coverage
Proprietary & Confidential

33. 33
Implications of COVID and WFH
to Service Desk

34. 2000 2018
1,061
65,904
2000 2018
6
172
62x 28x
Compared to 2000, employment is 62x and the number of
multinational companies is 28x
Costa Rica is the #1 Exporter of
high value added services in Latin America
Source: CINDE, 2019

35. 1.4%
7.3%
8.6%
4.8%
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%
10%
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Exports of selected industries as a % of GDP
Telecommunications, computer, and information services; and other business services Agriculture
Telecommunications, IT services, and other business services exports represent over 7% of the GDP
From Agriculture to an Industry &
Services Based Economy
Source: CINDE based on data from BCCR and PROCOMER, 2019

36. Has the current situation changed your perspective on
IT outsourcing?
1. Yes, I am more open to outsourcing now
2. No, I don’t see myself outsourcing
3. I’ve always believed in outsourcing, and it is working well for me
4. I believe in outsourcing, but my current model is not working
Polling Question #2

37. Over 170 World-Renowned Multinationals
have established Services Operations in the country