It strengthens relationships with key contacts in the customer’s organisation and provides the platform to deliver additional services. Services that increase the customer’s experience add value and deliver revenue and margin, achieved from each customer.
The design, planning and implementation of a 24 hour Service Desk and Remote Management capability, using a combination of a Partner’s in-house technical team and Empowered’s own technical resources is one such example.
Most partners will attempt to deliver half the solution, using their own internal engineering team and employ a Bureau for out-of-hours cover. This has a number of drawbacks, in particular, a lack of integration; limited access to skills and resources; inflexible and separate systems and processes combined with a potential low level of usage.
Empowered can provide an integrated, cost-effective solution, based on its own virtual support model, addressing low call volumes, demand for high technical skills and a proven delivery model. Services include:
|Call Management||Performance Reporting|
|Technical Service Desk||System Monitoring & Management|
|Administration Support||Vendor Escalation and Management|