GetControl™

—Repeatable and Sustainable Excellence

Outsourced Technical Support and Customer Support

More and more organizations are realizing the benefits of support outsourcing, including outsourcing customer support (Tier 0) and technical support (Tier 1 & Tier 2). Utilizing internal resources to deliver customer or technical support can be quite a strain on teams that are also expected to maintain and enhance current products and develop new ones. Establishing or expanding customer or technical support operations requires planning architecture, technology, staffing, service level agreements and more - enough to overwhelm even the most ambitious managers and executives.

Inforonics' Support services come with the necessary policies, processes, technologies and expertise to fulfill your needs and deliver support with the quality you'd expect from your own organization.

Tier 0 - Tier 1 - Tier 2 Support: Augment, expand or replace your customer and technical support staff - business hour, off hours, or 24 x 7 - with our shared resource model using experienced and trained customer and technical support service specialists. Support models and budgets are customized to meet your needs. Starter plans let you get in for a reasonable cost even with low monthly call/incident volumes. Expand and enhance your ability to respond to service requests, IT incidents or transfer knowledge to your customers.

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Service Quality Tracking and Support: Operational intelligence is critical for managing ongoing Continual Service Improvement programs. Whether support is provided internally or is outsourced, you benefit from Inforonics' service reporting best practices, based on years of practical experience improving customer satisfaction and operational efficiency.

Workflow and Knowledge Management: Improving service quality with effective process demands well defined workflows supported by flexible and qualified knowledge management systems. Managing workflow requires determining critical success factors, aligning key performance indicators, setting roles and responsibilities, training and knowledge management and performance reporting.

Application Quality Reporting: While industry talks about business and IT services, applications drive service delivery. Service Transition is responsible for insuring service quality while Service Operations manage daily incidents and problems. Gaining visibility into incidents, errors, and SLA adherence provides crucial information to make better decisions for Continual Service Improvement programs. Our consulting services insure that the process and mechanism for gathering the necessary telemetry are understood, properly deployed and managed.

Custom Scripting: Call scripts and run books are designed and created to meet your specific needs in collaboration with your business and technical staff. Our systems manage and align these scripts with the call types to expedite call handling.