This document summarizes a solution called SupportPoint that provides real-time guidance to frontline agents. It notes that 90% of agents say their work is becoming more complex. SupportPoint is used by over 250,000 users across 37 countries, delivers instructions tailored to each user's role and objective, and has been shown to reduce error rates, standardize processes, and improve agent metrics like average handle time. The document outlines how SupportPoint guides users, is implemented, and provides continuous reporting and improvement.
Apprenticeships score top marks from businesses and apprenticesThe Pathway Group
How apprenticeships deliver for employers and apprentices: infographic
Apprenticeships are highly praised: 78% of apprentices and 81% of businesses say they would recommend them to friends or other employers.
Remote Employees - Are They Right For Your BusinessRichard Hatheway
Employers are beginning to realize that the COVID-19 virus will not only impact their business operations today, but it will also continue to impact them into the foreseeable future. Due to this, the standard employer-employee business model needs to change and new options, such as remote workers, need to be considered.
This blog provides a few things for businesses to consider about using remote employees.
Turn school/college graduates into immediately useful junior developers by using the methods and practices we've been developing for over 4 years at the Microsoft AppFactory. We focus on mentoring experimenting to find the solution; communicating effectively about work progress and blockers; and committing to delivery as part of a team. In this presentation I want to share our practices and how you can use them in your own internship.
Apty's software adoption platform makes any web-based application easier to use and provides actionable insights to improve efficiency and reduce support costs.
Apprenticeships score top marks from businesses and apprenticesThe Pathway Group
How apprenticeships deliver for employers and apprentices: infographic
Apprenticeships are highly praised: 78% of apprentices and 81% of businesses say they would recommend them to friends or other employers.
Remote Employees - Are They Right For Your BusinessRichard Hatheway
Employers are beginning to realize that the COVID-19 virus will not only impact their business operations today, but it will also continue to impact them into the foreseeable future. Due to this, the standard employer-employee business model needs to change and new options, such as remote workers, need to be considered.
This blog provides a few things for businesses to consider about using remote employees.
Turn school/college graduates into immediately useful junior developers by using the methods and practices we've been developing for over 4 years at the Microsoft AppFactory. We focus on mentoring experimenting to find the solution; communicating effectively about work progress and blockers; and committing to delivery as part of a team. In this presentation I want to share our practices and how you can use them in your own internship.
Apty's software adoption platform makes any web-based application easier to use and provides actionable insights to improve efficiency and reduce support costs.
Never be without email again with the Topsec Email Continuity product - Emergency Email. Contact me now to get a trial set up straight away. Also works with Microsoft 365, because if they have issues you need to have a contingency plan in place for email - that plan is the Topsec Emergency Mail solution
Audience Responder™ enables a more interactive presentation at conferences, training courses, lectures or seminars where group communication is taking place. This solution is ideal in a business or conferencing environment.
7 Step Guide To Successfully Managing a Change Project & Winning Stakeholders...Qualsys Ltd
70% of change management projects fail! 46% of senior managers agree that communication is the biggest issue.
From initial reluctance for people to do things differently, not understanding WHY a change is being implemented, denial of requirement for change, overcoming objections is unique to each project and each organisation, language barriers in global organisations and managing change roll-out across multiple sites.
Follow this 7 Step Guide to win stakeholders hearts and minds.
How Agile rescued the Telegraph’s service desk - Carol Johnson, Daily TelegraphSITS - The ITSM Show
After just 18 months, The Telegraph’s outsourced service desk relationship was failing, causing the business to question the credibility of IT services being provided. This session explains how the Telegraph set about restoring confidence in IT operations by applying Agile principles as it brought the service desk back in-house.
Ravensdown’s process management journey - how they’ve nurtured improvement, increased engagement and focus on continuous improvement within their teams.
Mobile Time Tracking for Landscapers and ContractorsEPAY Systems
Mobile time-tracking apps work by turning smartphones into little virtual time clocks. Workers log on and ‘punch in’ with a few keystrokes, and later, ‘punch out’ the same way. The mobile time tracking system captures the time, date, and the device’s GPS location at the time of the punch. Because the mobile tracking system is digital, there’s none of the rounding, time theft, and manual errors that plague paper timesheets.
It’s a great solution for landscaping firms and contractors with mobile, scattered work crews. And since many of their workers—and certainly, their foremen—already own smartphones, employers don’t need to buy anything except for the mobile time-tracking system itself.
McKesson Practice Choice EHR is a cost-effective Web-based electronic health record (EHR) and practice management (PM) solution inspired by small, independent medical offices just like yours.
Importance of Employees Attendance SystemTime Labs
For any company, It is importance to keep record of employees attendance. Employee Attendance System is an automated process of recording one’s attendance in the form of entry and exit timings of the employee. This system follows the leave and attendance policy of a particular company, making it simpler and more convenient. Visit @ https://www.timelabs.in/Employee-Management
Is your Customer Experience Strategy Wasting your Money?Avaya Inc.
The name of the contact center management game used to be efficiency and costcutting. Not anymore. Today's companies increasingly recognize that the chances they have to interact with and impress their customers are finite - and hence, must be maximized. This slide deck, from the Avaya Customer Experience Management webinar, explains how experts today advise companies to treat their customers for the best long-term financial returns.
How I became a Lean CIO by Sari Torkkola, Lean IT Summit 2014Institut Lean France
Three years ago Sari Torkkola was a CIO with great people in her team who...were burning out due to constant fire-fighting and internal customers describing the service level as “IT sucks”. She then realized that the traditional way
of managing does not produce results for anybody. One day, she googled «Lean». 3 years later, she has turned into a leader who coaches everyday. This is the story of her Lean journey. More about Lean IT on www.lean-it-summit.com
Mac281 Wikinomics And Colloborative ProductionRob Jewitt
Slides used in the Level 2 Cyberculture lecture on mass collaboration. some formatting errors have occurred in the upload. Supporting blog post: http://www.remedialthoughts.com/2009/03/era-of-mass-collaboration.html
Become an eCommerce Standout - Anticipate Their Next Move with Proactive Enga...Moxie
Proactive engagement goes beyond meeting basic customer needs by tailoring experiences to each customer. It relies on customer context, personal information, and predictive intelligence to drive conversions and revenue.
During this webinar, Become an eCommerce Standout, industry analyst Diane Clarkson discussed ways to standout in the changing ecommerce world, including:
* What today's customers want
* Why the future of engagement is proactive
* The business benefits of proactive engagement
* Key tools for engagement throughout the customer journey
How Dell Delivers Personalized Customer Experiences, Leveraging Digital Commu...Moxie
Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.
Never be without email again with the Topsec Email Continuity product - Emergency Email. Contact me now to get a trial set up straight away. Also works with Microsoft 365, because if they have issues you need to have a contingency plan in place for email - that plan is the Topsec Emergency Mail solution
Audience Responder™ enables a more interactive presentation at conferences, training courses, lectures or seminars where group communication is taking place. This solution is ideal in a business or conferencing environment.
7 Step Guide To Successfully Managing a Change Project & Winning Stakeholders...Qualsys Ltd
70% of change management projects fail! 46% of senior managers agree that communication is the biggest issue.
From initial reluctance for people to do things differently, not understanding WHY a change is being implemented, denial of requirement for change, overcoming objections is unique to each project and each organisation, language barriers in global organisations and managing change roll-out across multiple sites.
Follow this 7 Step Guide to win stakeholders hearts and minds.
How Agile rescued the Telegraph’s service desk - Carol Johnson, Daily TelegraphSITS - The ITSM Show
After just 18 months, The Telegraph’s outsourced service desk relationship was failing, causing the business to question the credibility of IT services being provided. This session explains how the Telegraph set about restoring confidence in IT operations by applying Agile principles as it brought the service desk back in-house.
Ravensdown’s process management journey - how they’ve nurtured improvement, increased engagement and focus on continuous improvement within their teams.
Mobile Time Tracking for Landscapers and ContractorsEPAY Systems
Mobile time-tracking apps work by turning smartphones into little virtual time clocks. Workers log on and ‘punch in’ with a few keystrokes, and later, ‘punch out’ the same way. The mobile time tracking system captures the time, date, and the device’s GPS location at the time of the punch. Because the mobile tracking system is digital, there’s none of the rounding, time theft, and manual errors that plague paper timesheets.
It’s a great solution for landscaping firms and contractors with mobile, scattered work crews. And since many of their workers—and certainly, their foremen—already own smartphones, employers don’t need to buy anything except for the mobile time-tracking system itself.
McKesson Practice Choice EHR is a cost-effective Web-based electronic health record (EHR) and practice management (PM) solution inspired by small, independent medical offices just like yours.
Importance of Employees Attendance SystemTime Labs
For any company, It is importance to keep record of employees attendance. Employee Attendance System is an automated process of recording one’s attendance in the form of entry and exit timings of the employee. This system follows the leave and attendance policy of a particular company, making it simpler and more convenient. Visit @ https://www.timelabs.in/Employee-Management
Is your Customer Experience Strategy Wasting your Money?Avaya Inc.
The name of the contact center management game used to be efficiency and costcutting. Not anymore. Today's companies increasingly recognize that the chances they have to interact with and impress their customers are finite - and hence, must be maximized. This slide deck, from the Avaya Customer Experience Management webinar, explains how experts today advise companies to treat their customers for the best long-term financial returns.
How I became a Lean CIO by Sari Torkkola, Lean IT Summit 2014Institut Lean France
Three years ago Sari Torkkola was a CIO with great people in her team who...were burning out due to constant fire-fighting and internal customers describing the service level as “IT sucks”. She then realized that the traditional way
of managing does not produce results for anybody. One day, she googled «Lean». 3 years later, she has turned into a leader who coaches everyday. This is the story of her Lean journey. More about Lean IT on www.lean-it-summit.com
Mac281 Wikinomics And Colloborative ProductionRob Jewitt
Slides used in the Level 2 Cyberculture lecture on mass collaboration. some formatting errors have occurred in the upload. Supporting blog post: http://www.remedialthoughts.com/2009/03/era-of-mass-collaboration.html
Become an eCommerce Standout - Anticipate Their Next Move with Proactive Enga...Moxie
Proactive engagement goes beyond meeting basic customer needs by tailoring experiences to each customer. It relies on customer context, personal information, and predictive intelligence to drive conversions and revenue.
During this webinar, Become an eCommerce Standout, industry analyst Diane Clarkson discussed ways to standout in the changing ecommerce world, including:
* What today's customers want
* Why the future of engagement is proactive
* The business benefits of proactive engagement
* Key tools for engagement throughout the customer journey
How Dell Delivers Personalized Customer Experiences, Leveraging Digital Commu...Moxie
Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.
Your customers have transitioned from tethered and tolerant to mobile and multitasking. To meet customers’ ever-growing expectations, you must ensure their experiences are pain-free by delivering proactive and engaging interactions across the entire customer journey.
During this webinar, Engaging the Digital Customer: Experiences that Drive Revenue and Loyalty, industry analyst Paul Greenberg will discuss ways to increase customer value, including:
* Understanding how and when to interact with customers
* Considerations for systems of engagement
* Role of proactive engagement to drive revenue
* Detailed use case from strategy to implementation
Day In the Life of a Field Service Manager: Dashboards Are My Co-PilotServiceMax
Mark King, Service Manager at Pitney Bowes, discusses his use of ServiceMax dashboards to run his service organization efficiently and profitably on a daily basis
For more information, contact ServiceMax at:
Email: info@servicemax.com
Phone: 1-800-756-4960
How Schneider Electric Transformed Front-office Operations With Real-time Dat...Informatica Cloud
Many of the world’s corporations use Salesforce.com to drive their front office, and while most experience success others encounter roadblocks and difficulties as their Salesforce footprint grows. Countless customers suffer from a lack of up-to-date information which impedes business progress and stifles end-user productivity.
This presentation describes how Schneider Electric SE, a multinational corporation that specializes in electricity distribution, automation management and components product for energy management, used Informatica Cloud to improve the operational efficiency of their Salesforce.com front-office.
It also details how Schneider Electric was able to make key data readily available to Sales teams in real-time, on the right device, to ensure the success of a highly visible front-office integration initiative.
To watch this presentation visit : http://youtu.be/kU2A1xMvaI8
For a 30 day free trial of Informatica Cloud visit:
http://www.informaticacloud.com/trial
DevOps Deep Dive Webinar: Building a business case for agile and devopsBasis Technologies
You may have heard about DevOps buzz. But what do you need to know to convince your boss to build a business case ? Why should your organization invest in the changes required to adopt DevOps and Agile methods?
For many companies, DevOps and Agile is a part of this digital transformation puzzle, giving them the agility and operational benefits needed to change IT systems fast.
Download this webinar recording where we’ll explain the technical and business advantage of implementing DevOps and Agile practices in your organization, and how to go about doing it.
Just go to: http://www.basistechnologies.com/Building-a-business-case-for-DevOps-and-Agile-for-SAP-webinar
For a successful RPA implementation, it is highly important that a strategy is designed to ensure key performance metrics are defined and the ROI can be analyzed.
Understanding the technology, its impact and limitations are essential in convincing C-suite executives to onboard a new technology.
RPA assists in increasing process accuracy, improves workforce output efficiency, helps achieving service commitments. It provides enhanced customer experience and decreases the time to market for launching new services and products.
Effort reduction through automation and the reduction of cost per transaction will be a key factor in designing a RPA solution. RPA will enable humans to focus on tasks which they are better at, and relieve them from performing repetitive and mundane tasks boosting the employee morale and improving their productivity.
Presented at RPA Summit in Bengaluru on May 11th, 2018.
http://rpaconferences.in/
Deliver on the Promise of Agile and DevOps TransformationsTasktop
IT organizations are under continual pressure to develop and deliver high-quality applications – at speed - in order to provide key competitive advantage for their company.
They’ve adopted Agile and DevOps practices. But particularly for large organizations with complex application portfolios or compliance pressures, these practices have yet to fulfill the promise of enhancing an organization’s ability to continually deliver customer value. Agile has improved development and test; and DevOps has streamlined getting code into production. But these advances have been localized improvements; to get to the next step software delivery leaders must take a more holistic approach to improving the entire lifecycle.
In this webinar guest speaker, Forrester Senior Analyst Christopher Condo will present his analysis of practices used in modern application delivery and will describe how creating an integrated value stream can help organizations regain their focus on the delivery of customer value.
The Power and Promise of SaaS: CA Cloud Service Management Case StudyCA Technologies
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
Data-Driven AI is a Microsoft Gold Partner specialising in building modern data platforms and advanced analytics consulting.
We deliver innovative data and AI solutions to help organisations build a data-driven culture and empower their business decisions with insights.
Similar to Panviva Presentation 5.19.10 Final To Client (20)
3. FRONT LINE AGENTS 90% say work life is becoming “more complex” 90% *Source: BPG.com Annual Compliance Survey, 2010
4. WHAT IS TAKING SO LONG? Document download Document scan The Agent 5-20 Applications Screen real estate Procedural documentation Launch time + memory space Information shelf life Escalation procedures
9. GETTING SUPPORTPOINT Guiding Users With Real-Time Support Defines policies and procedures from the user perspective. Creates process steps to distill task-based information. Delivers instant, clear guidance to agents based on their role and objective. 1. 2. 3.
11. MULTI-LANGUAGE / MULTI-LOCATION Buenos días Dia Duit Marhabah Assalamu Alykom Néih hóu Parev Bonjour Maakye Bon Giorno Selamat Hello Zdravstvuite Habari Hej Ahoj Jambo Zdraveite Konnichi wa Buon giorno Yia sou Guten Tag Annyong hashimnikka Dobry rano
Studies show that in the last three years, 90% of frontline customer service representatives perceive their workload as becoming more, not less, complex
(Q9.) Close to 60% of respondents need to know and access a minimum of 6 applications and as high as 20 applications to perform their job.Specifically:- Documents need to be downloaded and then scanned in detail to locate the “need-to-know” nuggets of information;- Workers are managing multiple software applications (sometimes anywhere from 5-20 running simultaneously); - Written procedural documents do not offer instant “how-to” answers;- Microsoft and other applications take time to launch and cost memory space; - Information takes up precious screen real estate, sometimes obscuring vital applications; and, - The traditional format of information is difficult to edit and therefore has a short shelf life.
These are all to blame for making it difficult from them to effectively serve the customer. In fact, a full 25% of the workday is spent simply searching for information and determining if it is up-to-date and viable. And when pointing and clicking their way to get this information, agents are running over 10 windows on their computers.
A. WHAT IS SUPPORTPOINT?Business Process Guidance (BPG) is a revolutionary solution to deal with complex work, by identifying where agents are in the process and guiding them step-by-step to the desired outcome for each call, customer interaction, or back-office procedure. Defines policies and procedures from the user perspective. Answers the question: What does an agent need to know in order to complete this task?Creates process steps to clearly distill and communicate task-based instructions to agent. Answers: What is the most pertinent information needed to help the customer right now?Delivers instant, clear guidance to agents according to their role, including policies and procedures as well as scripting. Answers: What actions need to be taken to reach a successful solution?
Our unique solution, SupportPoint, is a user-centric platform working within your own IT infrastructure. It guides agents through rapidly changing and complex work environments via three main components: The SupportPoint Application Server is the centralized server managing all of the system’s data storage and computation, offering highly scalable information management and reporting capabilities.Can support 100’s of 1,000’s of usersCan manager 100’s of 1,000’s of content assetsScalable 3-tiered architectureRequires minimal IT investment (time and hardware) The SupportPoint Viewer gives agents real-time guidance on procedures, policies and product information based on where they are in their given tasks.Unique delivery methodsNon-invasive integrationUltra-thin client The SupportPoint Author is the secret weapon that gives subject matter experts and other content developers an intuitive, non-technical content creation platform to provide clear, consistent information to end-users.Allow SupportPoint to be managed by the businessIntuitive WYSIWYG Editing environmentAdvanced information management capabilitiesMultilingual support – 18 languages in productionTranslation capabilitiesAutomated localizationRobust version controlComplete user / role and security managementEven with all of these strengths, SupportPoint is small: the SupportPoint Viewer can deliver key information faster through its unique design, and it does so with a much smaller memory footprint than a typical browser-based intranet.
As for organizations with multiple and/or international locations, SupportPoint gives remote access and multiple language display. In fact, you can even make specific content available via a customer self-service website. Expand and create one slide to show how it can handle various dialects etc. by providing specific language examples (e.g. Castilian, Mexican, Columbian spanish).
With the purchase of SupportPoint, you automatically receive Panviva’s expertise in information architecture and training provided by our Implementation Squad. We have over 15 years of experience in creating and structuring information for our more than 200,000 users worldwide.
Reporting. Tracking what and how information is accessed is the key to maintaining a fresh data bank and course-correct where necessary. We’ve made this possible by embedding over 30 intuitive and customizable reports that can be copied and edited to suit the individual needs of the organization.Document reports display information regarding document status, such as a document’s location, editing phase, translation progress, when and where users are accessing documents, all according to their role.User/role reports Display which users/role have accessed documents, who owns various documents and has permission to update them.Change notification reports display a document’s change status and user/role notifications. Training reports, In addition to accessing reports, it’s also important to know if agents understand and retained the information. We can display training/testing courses by history, results, and completion status. These tests make it easy to determine the knowledge capabilities of your agents.
Insert video
A. British Telecom (International Telco Provider)Who? British Telecom (BT) is one of the largest communication companies in the world, operating in more than 170 countries. BT had a corporate strategy of becoming #1 in global customer service by March 2009. Problem? Approximately 30% of the initial telecommunication orders were “unclean”, possessing any number of errors that caused problems when it came to actually delivering on their service promise, not to mention additional follow-up work and customer discontent.Solution? Panviva built the customer management process steps into the SupportPoint infrastructure, essentially identifying the stage a user is in and pushing the right information to them in real-time. Particularly in the case of BT where high turnover was an issue, ensuring that the same information was being passed from person-to-person through the system was vital. SupportPoint mitigates need for in-depth training. Also, we wanted to make sure the system could handle the various knowledge areas and regions in which BT operated. If information had to be added or edited, users could update SupportPoint accordingly so that changes were made on the universal scale wherever and whenever BT existed.Results? In addition to helping BT assume the #1 position in global customer service, SupportPoint generated a number of benefits to the company:Reduced error rate by 80% (from an initial 30% to 6%);Any need-to-know information can be accessed, reducing the need for memorization and likely errors; Standardization of support (critical in cross-cultural environments where staff are more apt to “make up” the best case response rather than follow – or locate – the pre-written script); Speed to market of new products and services as new hires become experts with the information at their fingertips; and,Financial impact that is immeasurable – through the reduction in rework and financial penalties – estimated in the millions of pounds.
Bupa is a large British healthcare organization, with bases on three continents and more than 10 million customers in over 200 countries. Problem? Bupa was pressed to ensure that the information they provide to customer is consistent and correct. With the high costs of training employees, they needed agents to be knowledgeable and helpful – all while grabbing need-to-know information in real-time. Only so much knowledge, however, can be retained during training, so it was unrealistic to expect agents to recall all the processes and procedures. Solution? SupportPoint was rolled out to more than 1,700 employees across four business functions and 56 different roles, from the call center, to claims, membership, and customer relations. Results? With SupportPoint, the following results were experienced:- 15-second reduction in average handle time (AHT) – 5% on 5.5 million calls Reduced training time and thereby training costs New hire attrition rates improved by 26% More consistent measurement of error rates in paying claimsOver 1 million saved monthly (moving from paper to electronic printing)
U.S. Health Insurance Company – Blue Cross AffiliateProblem? The central goal for this insurance company was to increase first call resolution rates (FCR). FCRs were at 66% with no signs of improvement. Secondly, the company was looking to improve customers’ ability to self-manage issues via the website or automated phone service. As well, the business process became increasingly complex with over 26,000 documents in the Intranet, taking an average search time of 120 seconds to locate information. Customer service reps (CSRs) lacked confidence in outdated materials and gaps in information available on shared drives. Solution? Panviva was hired because of our expertise in structuring, designing, and creating information for ease of use and in part selected because we are a global organization with extensive background in knowledge management, developing and structuring information architecture and training. SupportPoint was primed for the job of assisting this organization due to its (a) unique content delivery system; (b) user guidance; (c) links content to open screens; (d) WYSIWYG authoring; (e) flexible role-based system; and, (f) no HTML coding.Results? The insurance organization experienced a number of benefits shortly after introducing the software, namely:Search times reduced by 94% (from 120 seconds to just 7 seconds);- 10% reduction in customer hold time- 15-20 second reduction in average handle time (AHT)- Significant decrease in calls into the Help Line- 80% of CSRs provided feedback, with feedback response less than 8 hours
C. WHY SUPPORTPOINT?How is it beneficial?While the advantages of SupportPoint are innumerable, when it comes to how we believe this software will benefit AXA, there are a number of key ROI areas:Customer satisfactionReduce average handle-timeIncreases first call resolution Reduces error ratesEnsures consistency and accuracy of information deliveredReduces escalations and transfers Cost containmentShortens training timeReduces staffing requirementsIncreases employee engagement and satisfactionReduces attrition rateReduces overhead costs associated with errors and re-workEnables multi-skilling Best practice guaranteeEnsures policies/procedures are in line with best practicesCentralizes and simplifies procedures and documentationSupports compliance requirements Ease of deploymentSeamless and quick installation – no disruption to your daily businessExpert Implementation Squad to train and install initial content
WHO WILL SUPPORTPOINT BENEFIT?Agent: SupportPoint puts only the critical “need-to-know” information at their fingertips. This increases their confidence and that is translated to the customers they serve. They can be sure they are not only providing the correct information, all while focusing their time on offering unparalleled service.Customer: Customers are guaranteed to receive more timely, consistent, and accurate handling of their service issues and all-around enhanced customer service.Manager: SupportPoint means time maximization. Managers can now focus on enhancing agents’ skills in service delivery, not on technological dexterity. The need for interruptions throughout the day to answer a multitude of questions is reduced. They can maximize monitoring and coaching towards supporting the agent, and ultimately ensuring the customer is happy.Company (e.g. AXA): SupportPoint, quite simply, increases revenue. The timesaving that come with simple and efficient daily work processes typically save hundreds of man-hours. Decreased compliance concerns, customer satisfaction, client retention and referrals/additional sales opportunities all boost your bottom line.
At the high level, SupportPoint works like this: you buy it, we structure it around the specific needs of your business, and you own and manage it. We handle this simple 3-point process so that you can continue to practice business as usual while we’re busy molding the software to the uniqueness of your organization. Phase One: PlanWe begin by identifying your implementation requirements, scoping out the effort involved, selecting the project and defining your overall implementation objectives.- Business discovery workshop- Scope, plan and blueprint- SME interviews and process analysis- Governance strategic planning- SupportPoint trainingPhase Two: DesignNext, we mold SupportPoint to the custom needs of your organization, developing the project style and quality standards you’ll need to be successful, as well as any training templates that must be created to intuitively coach users.- Project style and quality standards- Information architecture- Referenced-based training toolsPhase Three: ImplementThen we deliver the SupportPoint BPG solution back to you. - Content creation- Process validation- Quality assurance- SupportPoint viewer installation- Content release- Go live communications and training
Maintenance: Self-ManagementSustaining SupportPoint is easy, and we work with you to make sure you can continue to reap the benefits of the software in the long-term. - ROI checkpoint- Implementation review Content maintenance Periodic health checks