IHD Services provides a unique outsource support offering to B2B service and training providers. When a company develops training or service solutions for other business enterprises, the support of those services becomes a critical component of service delivery and customer retention. Creating a tiered approach to service and help desk support allows the service provider to focus their highly-trained, critical staff on providing the unique expertise necessary to solve complex client issues, and leaves the administrative tasks of call management, data collection, trouble-ticket management to us.
Typical challenges that arise are:
- Subject matter experts crucial to complex problem solving are bogged down with support calls, especially the administrative tasks associated with those calls that do not require their unique expertise
- Record keeping and trouble ticket tracking begin to become a logistics challenge
- Customer satisfaction begins to suffer
Enter IHD Services, the “Intelligent Help Desk™.” We have over a decade of experience in call management, service delivery facilitation, maintenance contract administration, asset registration and tracking, and reporting and data analysis – all provided by a dedicated staff of highly-trained professionals. You support your solution or service, we do the rest.
- Support calls are handled on a 7x24x365 basis with consistent results and timely response.
- Escalation processes and record keeping are professionally managed with all documentation
- Problem isolation is facilitated prior to subject matter experts becoming involved, accelerating time-to-resolution
- Subject matter experts critical to complex problem solving efforts are freed from administrative tasks and only involved in the call as their expertise is required
- Record keeping, trouble-ticket management, client history, and all documentation are recorded and available for review by both end-users and our clients on a permission basis.
- Customer satisfaction with post sales support increases