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From the Desktop of ABS Associates ...
March 2008
Contents
> ABS Wins Three-Year Help Desk Contract with EmployBridge
> Help Desk Myths & Truths: Myth #4
> The Match Game: Is Offshoring a Fit for your Help Desk Outsourcing Strategy?
> ABS to Exhibit at HDI's Annual Conference & Expo
EmployBridge, the fastest growing national provider of staffing and workforce solutions, recently selected ABS Associates to deliver level one help desk support with remote capabilities to its employees in 143 locations nationwide. Headquartered in Atlanta, GA., ABS’s newest client is looking to increase employee productivity through the faster, more efficient IT support available with tools like ABShelp, ABS’s state-of-the-art, Web-enabled Knowledge Center. The new three-year agreement also offers users robust self-service options including online FAQ and knowledgebase components.
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As we worked with EmployBridge, it became clear that cost was important but not at the expense of quality customer service.
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Among the traits that eventually led EmployBridge to partner with ABS is a strong cultural fit between the two firms. "As I worked with the ABS team to develop an IT services plan that fits our needs, I saw firsthand the level of integrity and enthusiasm with which ABS manages problem-solving in the IT realm," said EmployBridge Vice President and Chief Information Officer Chris Loope. "I take comfort in partnering with a firm like ABS that shares EmployBridge’s core values and customer-focused approach."
Through ABShelp, EmployBridge employees will be able to submit service requests via the Web, e-mail, text chat, and telephone from anywhere at any time. With remote services supplementing ABShelp, the total help desk solution extends a productive support option—one that even rivals the low-cost pricing of offshore outsourcing alternatives.
Stefan Schurman
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"As we worked with EmployBridge, it became clear that cost was important but not at the expense of quality customer service," said ABS Director of Business Development Stefan Schurman. "Of course we recognize that offshore providers are part of the competitive landscape, but fortunately the ABS service model allows us to offer cost-effective IT support while maintaining outstanding client satisfaction and service levels."
The ABS help desk also is staffed entirely with US-based professionals, a factor that did not go unnoticed by Loope and his team. "Certainly the offshore options we considered were attractive in many respects, but in the end, ABS was able to put together the ‘complete’ package for EmployBridge." said Loope.
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Myth #4: If the resolution rate of the internal help desk is sufficient, there is no reason to consider outsourcing.
Truth: While resolving user issues is a critical help desk function, it is only part of the value a help desk provides. The help desk is a repository of data reflecting all activity within an IT organization. With the right tracking tools and reporting mechanisms in place, an outsourcer can provide CIOs with meaningful information affecting business goals, priorities, and objectives. When the help desk serves as a single point of contact, it becomes a powerful tool in the decision-making process. Another reason to consider a vendor-provided help desk solution is the added benefit of working with professionals who have worked in many diverse environments and are knowledgeable about a broad range of tried and tested solutions and strategies.
Look for myth #5 in our next e-newsletter ... |
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A New White Paper from ABS Associates
ABS Associates has announced the release of a new white paper called The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? This thought leadership piece explores the need for companies to align their outsourcing strategy with top business drives, examines both customer and employee expectations with regard to the service they receive from the help desk, and analyzes the pros and cons of onshore versus offshore outsourcing prior to making a decision. Specifically, ABS probes the costs, intangible factors, and risks associated with overseas offshoring. Finally, ABS investigates five different scenarios where an onshore or offshore solution is the ideal match for the service desk strategy.
Whether you are just starting to think about onshore versus offshore outsourcing or you are revisiting an earlier decision, ABS’ new white paper will help ensure you select the option that
truly matches your company's top business drivers. Download the paper at http://www.abs-inc.com/thought_leadership.asp. |
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When the Help Desk Institute's Annual Conference & Expo kicks off on March 9, ABS Associates will be there to help CIOs, IT directors, contact center professionals, and other members of the technical support industry understand how to "Reach Beyond the Ordinary." More than 3,000 people as well as 100 vendors are expected to converge at the Gaylord Texan Resort in Dallas for this year's event.
"ABS prides itself on providing thought leadership and technical prowess in the help desk industry," said ABS Director of Business Development Stefan Schurman. "While we are always excited to share what ABS has to offer, we are especially pleased to participate in HDI's signature event.
The HDI Annual Conference & Expo is taking place March 9-12, 2008, and will focus on "Reaching Beyond the Ordinary" with sessions devoted to strategic focus, ITIL®, and service excellence. Both Schurman and ABS CTO Tom Mitchell will be on-site at booth #638 in the exhibit hall.
For more information about HDI's Annual Conference & Expo, visit http://www.thinkhdi.com/HDI2008. If you would like a complimentary pass to the Exhibitor Expo and/or a $100 discount off of the full conference pass, please contact Stefan Schurman at 800-840-9208. |
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