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.
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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.
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11. Apollo will show you how we can make this a reality – using our Best Practices and Blended Shore Support Model:
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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
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
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
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
Editor's Notes
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
