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From the Desktop of ABS Associates ...
October 2007
Contents
> ABS 25th Anniversary
> Help Desk Myths & Truths: Myth #2
> Acquisition of Doner Advertising Agency as a New ABS Client
> October Trade Shows
In 1982, Tom Mitchell had a dream: The successful computer industry executive wanted nothing more than to start his own business. So when the firm Mitchell worked for decided to close its Applied Business Systems (ABS) division, Mitchell took a chance. He signed a volume reseller agreement with Digital Equipment Corporation and began selling a range of products including minicomputer systems, modules, and spare parts as well as the “ABS” software. The business took off landing customers such as Ford, Kraft, and AT&T. It wasn’t long before Rosemarie Mitchell joined her husband to guide the growing company, which the couple decided to name ABS Associates, Inc.
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| Tom Mitchell |
Rosemarie Mitchell |
For 25 years, ABS Associates has served customers across the nation, evolving its service offerings to include help desk, desktop, network, and hosting services. As the company continues to grow, the Mitchells maintain a culture of ethical excellence, high-quality services and a passion for putting the customers first. Underlying ABS’s success is the desire to always add value - to its customers, employees, and the industry - a characteristic that does not go unnoticed by its clients.
"Ennis, Knupp & Associates, Inc. extends its sincere congratulations to the entire ABS team for reaching this important milestone," said Greg Pritz, Principal & Chief Operating Officer of Ennis, Knupp & Associates, Inc.. "From the very start, ABS has proven to be a true business partner, and we look forward to continuing this ‘win-win’ relationship."
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Myth #2: A third-party outsourcer cannot understand an organization well enough to resolve calls on the first contact.
Truth: While organizations are unique in many ways—including size, industry, and mission—the technical problems users face are generally universal. Even though proprietary applications can generate a portion of a firm’s service requests, most support needs stem from standard desktop software, password resets, operating systems, and other customary IT components. Outsourcers not only resolve many calls on the first contact but also maintain metrics to ensure agents are meeting established goals. Service level agreements, online access to data, and detailed reports provide a clear picture of actual performance.
Moreover, outsourcers are highly invested in meeting established goals, as a positive reputation and future business depend on it. Quality outsourcers act as an extension of an organization, tasked with learning everything possible about the applications, the environment, and the users supported. One of the most important roles of an outsourcer is to integrate seamlessly into the client’s culture and company.
Look for myth #3 in our next e-newsletter ... |
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Renowned advertising agency W.B. Doner & Company recently chose to outsource its help desk services to ABS Associates. Under the new agreement, ABS will be supporting approximately 1,000 users and will serve as the main point-of-contact for support services. Founded in 1937, Doner provides creative ad development and campaign management services, along with media planning and buying. The firm has created classic campaigns for such customers as Timex ("Takes a licking and keeps on ticking") and Klondike Bar ("What would you do for a Klondike Bar?").
"We are delighted by the opportunity we have to work together with this leading, worldwide organization," states Rosemarie Mitchell. And, Doner is looking forward for help for its employees, keeping them streamlined, focused, and productive.
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ABS Associates is pleased to announce its participation in two upcoming industry events. On October 17-18, company representatives will be on-hand at ITEC Chicago, a comprehensive conference targeting IT users and business executives in private industry. The event is taking place at the Renaissance Convention Center in Schaumburg, IL, and provides educational and networking opportunities in addition to more than 40 exhibiting companies. For a complimentary conference pass, please click here and enter the code ABSVIP into the Source Code field at the bottom of the registration page. You will then be registered as a guest of ABS.
On October 30th in Milwaukee, ABS will be an exhibitor at The Help Desk Institute's "PHD-HDI Vendor Info-Fair" at the Radisson Hotel Milwaukee West. With both instructional sessions and a vendor showcase, the day is focused on the needs of today's technology, call center, and support and service desk professionals. For more information on this HDI conference, please click here and/or contact ABS Sales at sales@abs-inc.com or 1-800-840-9208, X212).
Be sure to stop by our booths at both trade shows to see how ABS can start making technology work for you! |
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