We are pleased to provide the following services:
- Call Management and Service Delivery Facilitation
- Maintenance Contract Administration
- Asset Registration and Tracking
- Reporting and Data Analysis
Call Management and Service Delivery Facilitation
IHD Services provides centralized support services that present clients with timely, accurate, and actionable information; problem management, and resolution. IHD Services provides a single point of contact for service delivery. Our experts facilitate resolution to ensure successful operation of applications and systems for our clients. We have in-depth experience in defining, developing, and executing quality Help Desk support and effective call management. Our support staff exceeds client expectations and is prepared to meet the challenges that clients expect.
Our client-specific, customized approach and operations reinforce the value of Help Desk support and its unique role in worker productivity and client satisfaction. To support our call management processes, IHD Services utilizes a tiered client support system, tracking and prioritizing issues according to the level of support required and predetermined entitlements. Specialized call-tracking methods are employed to monitor the results of each call received and identify its current status.
We are fully committed with the right people and processes to deliver the highest level of service, utilizing in-depth knowledge of your service and support requirements as provided. We hire and train only those that meet our strict criteria for a balance of technical, communication and interpersonal skill sets. Our recruiting techniques screen for personnel who are excellent long-term support team members. Ongoing Quality Assurance methodologies are used to evaluate the effectiveness and efficiency of the implemented support structure and ensure the highest quality of service delivery.
You may be confident that, by selecting IHD Services as your support partner, you will have access to the highest quality data and an unparalleled customer service experience.
Maintenance Contract Administration
IHD Services manages maintenance service contracts for valuable enterprise assets. Every vendor has different formats, activation thresholds and levels of service and support. IHD Services has expertise in helping your end-user’s thoroughly review their asset portfolio, then protect those assets through appropriate maintenance support and continual asset base improvement or upgrade. Our contract administration services effectively manage maintenance agreements, co-terminating and optimizing contracts to meet the end-user’s current business requirements. IHD Services significantly improves the quality and integrity of warranty and service data to provide a complete picture an organization’s maintenance contracts.
Asset Registration and Tracking
IHD Services offers comprehensive asset registration and tracking using our software which can be customized specifically for your industry. Our product and service registration process offers a scalable solution to view, administer, and apply relevant standard warranty and service contract data. The information is compiled into a secure, web-based platform with real-time access to asset inventory and call history details. A straight-forward process for change management and data access ensures that content is always up-to-date, accurate, and accessible by those with proper authorization. IHD Service’s service model grants visibility to product and service life cycles, supports customer retention and provides competitive differentiation.
Reporting and Data Analysis
IHD Services provides complete reporting and data analysis designed to meet your needs. We offer ready-made reports and fully customizable views. To assist in measuring call volumes, call statistics, and our performance against defined service levels, we use our state-of-the-art, proprietary Help Desk software and call management system. Our software provides trend analysis on call types, categories of calls, department or divisional breakdowns, caller (company) usage and a variety of other statistical data. Call management software provides statistics on Calls Offered, Calls Handled, Abandon Rates, and Average Call Durations to name a few of the available options.