Apollo Service Desk provides technical help desk and customer service support. It has locations in rural Georgia with partnerships with local educational institutions, offering internships. Apollo uses best practices and a blended shore delivery model to reduce costs for clients by 25-30% while improving service levels. It provides education and certification for its agents to ensure high quality support.

1. Apollo Service Desk Capabilities

2. Historical Overview200519952007Blended-Shore Delivery Model2005Business Process Outsourcing2003Outsourcing Services1997Consulting Services1996Education & Certification19952006

3. Service Offering History

4. Americus Center of Excellence (CoE)Commitment to the economic development in rural Georgia Partnership with state of Georgia since 2002Built for 252 agentsAHS, State of Georgia - OneGeorgia Initiative, Sumter County, and City of AmericusLocated near multiple higher education institutions includingSouth Georgia Technical CollegeInternship ProgramGeorgia Southwestern State UniversityUniversity of Georgia International Exchange Student Program (36 Countries represented) Albany State University Albany Technical CollegeDarton CollegeCompetitive alternative to off-shore and near shore sourcingRural sourcing from 3 large citiesEmployer of choice

5. Help / Service Desk OfferingApollo 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 StatementOur 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 PropositionApollo 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 SupportApollo 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 0L e v e l 1L e v e l 1.5L e v e l 2L e v e l 3$200 + Customer Engineer$75 - $200Customer Resource$18 - $35Subject Matter Expert$12 - $25Cost Savings, SLA and satisfaction improvementsFront Line Support$2 - $4Self-ServiceApollo Differentiators

24. Apollo Cost ReductionsSavings can vary based on SLA’s, call patterns, duration, complexity and type of call

25. Apollo Versus Industry

26. Service Catalog

28. Structure and strategyService management processesTechnology tool setsGovernance and securityPerformance and reportingResourcing and educationTransition Methodology1 week2 weeks3 weeks Steady State Operations Implement Design Discovery6 key elementsCreate 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