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Apollo Service Desk Capabilities
- 1. Apollo Service Desk Capabilities
- 2. Historical Overview 2005 1995 2007 Blended-Shore Delivery Model 2005 Business Process Outsourcing 2003 Outsourcing Services 1997 Consulting Services 1996 Education & Certification 1995 2006
- 4. Americus Center of Excellence (CoE) Commitment to the economic development in rural Georgia Partnership with state of Georgia since 2002 Built for 252 agents AHS, State of Georgia - OneGeorgia Initiative, Sumter County, and City of Americus Located near multiple higher education institutions including South Georgia Technical College Internship Program Georgia Southwestern State University University of Georgia International Exchange Student Program (36 Countries represented) Albany State University Albany Technical College Darton College Competitive alternative to off-shore and near shore sourcing Rural sourcing from 3 large cities Employer of choice
- 5. Help / Service Desk Offering Apollo Health Street is a market leader in the delivery of Technical Help Desk and Service Desk solutions. Our support services earned leadership ranking in Gartner’s Magic Quadrant. Our operational excellence in providing support solutions to customers has become the industry standard for outsourcing support solutions. As experts at incorporating a customer’s technical help desk business processing in our delivery model, we take on your challenges and strive to improve your business performance at the highest level of quality—guaranteed.
- 8. The Root Cause Analysis Best Practices drives 10% of the volume out of the organization.
- 9. Root Cause Analysis also drives 20% of issues out of Level 2, saving on average $20 per Incident.
- 11. Apollo will show you how we can make this a reality – using our Best Practices and Blended Shore Support Model:
- 14. Process – We believe in Best Practices and have developed our own Best Practices Blue Book.
- 15. Technology – State of the art physical, telecom & network infrastructure in our delivery center.Our Services are driven by SLAs
- 17. All our customers are reference clients.
- 18. We support approximately 49,000 technology end users.
- 19. We support over 2,000 patient services end users.
- 20. We average approximately 100,000 inbound calls per month.
- 22. Average Price Per Contact Type
- 23. L e v e l 0 L e v e l 1 L e v e l 1.5 L e v e l 2 L e v e l 3 $200 + Customer Engineer $75 - $200 Customer Resource $18 - $35 Subject Matter Expert $12 - $25 Cost Savings, SLA and satisfaction improvements Front Line Support $2 - $4 Self-Service Apollo Differentiators
- 24. Apollo Cost Reductions Savings can vary based on SLA’s, call patterns, duration, complexity and type of call
- 26. Service Catalog
- 31. Process transition / knowledge transfer
- 33. Assemble CHDP and perform training
- 34. Monitoring performance against SLAs
- 35. Validating performance against benchmarks
- 38. Review statement of work
- 40. MSA
- 41. SOW
- 46. Training plan
- 47. Staffing plan
- 48. Risk assessment and mitigation plan
- 49. Draft SLAs
- 51. SLA,OLA, SOP
- 52. Training manual
- 55. Operations SLA
- 57. HR policies and culture
- 59. Best Practices
- 60. Call Handling
- 65. AHS Top Best Practices
- 68. Standard Reports
- 69. Consulting Services Consulting Services
- 72. 50 Page written assessment
- 74. How assessment was conducted
- 75. Graded score
- 76. Written analysis of assessment
- 80. 24 x 7 x 365 Support
- 81. Scope of Services –
- 82. Global Single Point of Contact
- 83. Account Administration (Add, Change, Delete)
- 84. Monthly Incident Volumes – 6,000
- 85. Tenure: 7 Years
- 87. Incident Management System implementation and support
- 89. Japanese Language SupportComputing, transformed. Centralization, optimization and virtualization have been the focus of Citrix product innovation, strategic acquisitions, go-to-market partnerships, and talent development for over twenty years. It’s why we remain fundamentally committed to our vision – a world where anyone can work and play from anywhere. Citrix customers include the world’s largest Internet companies, 99 percent of Fortune Global 500 enterprises, and hundreds of thousands of small businesses and consumers worldwide. Citrix partners with over 10,000 companies worldwide in more than 100 countries. Founded in 1989, annual revenue in 2008 was $1.6 billion. http://www.citrix.com
- 91. 24 x 7 x 365 Support
- 92. Scope of Services –
- 93. Level 1 and 1.5 Technical Support (North America and UK)
- 95. NOC Services
- 96. Monthly Incident Volumes – 4,500
- 97. Tenure: 4 Years
- 99. New User Outreach Program
- 100. Project Roll outs
- 102. Assisted Living
- 103. Alzheimer's Care
- 104. Nursing & Rehabilitative Care
- 105. Hospice Care
- 108. 24 x 7 x 365 Support
- 109. Scope of Services –
- 110. Level 1 Technical Support
- 111. Monthly Incident Volumes – 1,600
- 112. Tenure: 6 Years
- 113. Value Added Services
- 117. 24 x 7 x 365 Support
- 118. Scope of Services –
- 119. Level 1 Technical Support
- 120. Training and product education
- 121. Monthly Incident Volumes – 1,200
- 122. Tenure: 1Years
- 123. Value Added Services
- 124. User Outreach
- 127. 24 x 7 x 365 Support
- 128. Scope of Services –
- 129. Level 1 and 1.5 Technical Support
- 131. Tech Bench
- 132. Monthly Incident Volumes – 1,500
- 133. Tenure: 3 Years
- 134. Value Added Services
- 135. Blackberry, TREO, Windows Mobile Support
- 138. Patterson Services
- 139. Bronco Oilfield Serviceshttp://www.rpc.net
- 141. 24 x 7 x 365 Support
- 142. Scope of Services –
- 143. Level 1 and 1.5 Technical Support
- 145. Facilities Services
- 146. Monthly Incident Volumes – 1,500
- 147. Tenure: 3 Years
- 148. Value Added Services
- 149. Project Roll Outs
- 152. Mexico City
- 153. Sydney
- 154. Tokyo
- 155. New York
- 156. Denver
- 157. San Francisco
- 158. Paris
- 161. 24 x 7 x 365 Support
- 162. Scope of Services –
- 163. Level 1 and 1.5 Technical Support
- 164. Citrix Access Control Suite
- 166. Monthly Incident Volumes – 1,000
- 167. Value Added Services
- 168. Zenith and N-Able monitoring of systems
- 169. Single Point of Contact
- 170. Customer Satisfaction Increased - from 3.5% to 4.2% out of 5.0%
- 171. First Level Resolution Improved - in increased Level 1 resolution from 50% to 70%
- 172. Reduced Support Costs by 50% - Covisia was able to reduce level 1 and level 2 support staff by 60%
- 174. Application Delivery & Virtualization
- 176. Disaster Recovery & Business Continuity
- 177. Network Optimization & SecurityCovisia Solutions named 2008 Northeast Partner of the Year! http://www.covisia.com
- 179. 24 x 7 x 365 Support
- 180. Scope of Services –
- 181. Level 1 and 1.5 Technical Support
- 182. Overflow Services
- 183. Server Level Support
- 185. Monthly Incident Volumes – 500
- 186. Value Added Services
- 187. NOC Support
- 188. Alert MonitoringFounded in 1992 as a small computer repair and service business, DynaSis has evolved into one of the metro Atlanta area’s most respected information technology firms, now offering a comprehensive suite of services and technology solutions. http://www.dynasis.com
- 189. What the customer states… From: Liz Bilinsky Sent:Thursday, January 07, 2010 6:05 PMTo: DiValerio, Joe Cc: Alexis, Mike; Sherrill, KellySubject: Appreciation Letter January 7, 2010 I am pleased to write this recommendation for the Mike Alexis and Kelly Sherrill of Apollo Health Street. I have recently had the pleasure of observing their technology-focused consultation work first hand and wanted to commend them on their professionalism and business insights. Together, Mike and Kelly delivered excellent technical advice. Their written and oral professional communications have been most helpful, and the comprehensive assessment they were engaged to complete led to the delivery of a highly-useful, operational report for the technology firm where I have been engaged as a process consultant. This technology firm is in the initial stages of on-boarding Apollo’s Service Desk, and Mike and Kelly have been integral in the overall success of all aspects this process. Many thanks to Mike and Kelly and best wishes for their and Apollo Health Street’s continuing successes. Respectfully, Liz Bilinsky Liz Peterson Bilinsky, COO Internal Business Solutions, Inc.
- 190. Questions…. Joseph T. DiValerio Vice President; Operations jdivalerio@apollohs.com 105 Industrial Dr. Americus, GA 31719 Office 770.627.9419 Mobile 229.364.3654 Fax 770.280.2631 Learn more at www.apollohealthstreet.com
Notas do Editor
- This is our maturity curve, the point to not is most customers are “bottom left” and thus the need to outsource, the goal is to go top right during the Apollo engagement.
- Standard support offerings for commercial off the shelf
- A typical transition 6 week duration, ties to our 6 Key element methodology described in the health check