IHD Services provides a unique outsource support offering to government and other IT project contractors. Frequently, when a contractor has the right solution to a unique request for proposal, their primary investments are targeted toward design of the solution and successful bidding efforts. However, once the bid is won and the deliverable begins to roll out, it soon becomes apparent that post-implementation support takes on a new dynamic.
- Customers leave messages for engineers or technicians to return their call – with varying results regarding response time
- Engineers crucial to new project efforts 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
Typically, the solution has been to invest in a call desk, or to look to outsource providers. The problem is, there is a great deal more involved in developing a first-class help desk than simply purchasing some software and hiring a few administrative people, and most traditional outsource providers are not well-equipped to handle the support requirements for unique or complex technology.
Enter IHD Services, the “Intelligent Help Desk™.” We have over a decade of experience in call management, service delivery facilitation, maintenance contract administration, IT asset registration and tracking, and reporting and data analysis – all provided by a dedicated staff of highly-trained professionals. You support your solution, 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 processes and documentation customized to your project requirements
- Engineers crucial to new project efforts are freed from administrative tasks and only involved in the support 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 the project integrator on a permission basis.
- Customer satisfaction with post sales support increases
Our staff and process model can scale to meet your most demanding requirements. With our experience supporting some of the largest IT vendors in the world, we are here to meet your outsource support needs. Our end-to-end solution fills the customer service gap in post-implementation support that just can’t be filled by your design architects and engineers alone.