Rolling Meadows, IL – ABS launches ABShelp.com, its state-of-the art, web-enabled help center, that expands the firm's IT service solutions capability worldwide and dramatically improves overall productivity. Users log on to ABShelp and select support in any format they choose: email, chat, telephone, co-browsing, voice over IP, and video. According to Jay Schiele, ABS' Chief Operations Officer, "ABShelp is vital in our mission to respond to service requests anyway (Web, phone, video, etc.), anytime, anywhere.. Early results demonstrate that it is possible to maintain a high level of personal service while favorably impacting the bottom line of our clients."

ABShelp accepts service requests from any media and, based on customer specific business rules, automatically directs these requests to the proper ABS support professional (ASP). The Center is staffed around the clock with IT representatives trained in the unique requirements of each client. In addition, clients can view service status and workflow process in real time, any time, along with a variety of reports, including service level performance.

How does it work?

ABShelp consists of two distinct phases:

I. Discovery
Each engagement begins with a discovery of customer requirements including products supported, system configurations, required service levels, report specifications, and business rules for the handling, notification and escalation of service requests. The results of this assessment are integrated with ABShelp processes and methodologies to ensure a smooth and efficient operation.

II. Implementation and Operations
Web pages for ABShelp, interactive voice response, screen pops, interactive voice response, and automatic call directors are customized for each account to fit requirements established during the discovery/assessment phase.

Each user is assigned an identification number to access ABShelp and can initiate a request for service via phone or web. At the user's option, the request will receive immediate attention from an ASP via phone, web chat or e-mail. Requests are processed based on customized business rules. It is common to assign ASPs to specific accounts to ensure that service needs are handled knowledgeably and with a personal touch.

Each service request and related activity are date and time stamped so that ABS and the client can not only review incident status but also monitor activity as well as service level performance. Information is captured in real time and can be viewed in a summary or detailed format. Although many reports are standardized, customers can also request special reports.

What are the benefits of ABShelp?

• Increased productivity and economies of scale dramatically reduce IT support costs.
• Service requests are matched against a global workforce of ABS professionals.
• With Web or phone, client initiates and monitors service from beginning to end, anywhere in the world.
• Integrated services are incorporated in a single system that also manages such areas as facilities, telecommunications, consumers, etc.
• Clients have access to intelligence capital accumulated over the years.
• Activity reports are readily available ... in real time ... any time.
• High levels of service are delivered in a personal, professional manner.

ABShelp anyway, anytime, anywhere
Founded in 1982, ABS is the leading provider of high level IT solutions to major corporations. The company serves America's most dynamic businesses with on-site and on-line helpdesk, network, and deskside support. The new Web-enabled Help Center expands ABS' capability worldwide and meets the needs of a diverse and dispersed IT environment.

 
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