January 2014

2013: Year in Review

A Message from ABS President, Bob Koch

It is a pleasure to report that it was yet another positive year for ABS with continued growth from new customers and channel partners as well as existing clients.

Here are just a few of the highlights from 2013:

Strategic Partnerships

An important element of our business development activities involved the growth of our partner channel, including a new strategic partnership with CDW that has significantly increased the number of prospective client opportunities, not to mention the level of excitement at ABS. We believe a strong and healthy partner channel will also be an integral part of our long-term success.

Launch of New ITSM Offerings

In early third quarter, we introduced two new IT Service Management solutions; the ABS Global Service Desk and the ABS Service Desk Transformation™, both of which leverage our newly implemented ITIL v3 compliant ITSM system, ABS Service Manager, which is a cloud-based solution that is managed by ABS in our SSAE16-certified data center. We are excited about the benefits these new services and technology have to offer both ABS and our clients.

Clients: New and Longstanding

Like any reputable services organization, customer retention is extremely vital to the long-term success of ABS which means ensuring that we go the extra mile for our clients. Virtually every call we answer is our opportunity to delight our customers and make that next “first impression.” As a result, 2013 was no different in this area with several key customer renewals including a 5-year renewal with a large Chicago-based hospital and long-time ABS client; a true testament to the close working relationship we have developed over the years. In addition, ABS welcomed several new clients from various industries including healthcare, finance, and manufacturing. The new growth positively impacted all divisions within ABS.

ABS Customer Service Awards

In order to build on a growing, successful service desk outsourcing business it’s important to recognize and reward those talented, certified US based agents who are in direct communication with our customer on a continual basis. To that end, ABS held a “call quality” contest to determine the agent with the best customer service skills and ability to resolve issues. After listening to several calls for each of the nominees, the ABS management team selected Robin Windmiller who was the unanimous winner and has been with ABS for over five years! Robin and her team lead, Gaby Toro, each took home a $1,000 prize that incentivized the competition. Congratulations to Robin and Gaby!

Now that 2013 is practically a distant memory, we look forward to what 2014 has in store for us!

Leveraging the RFP to Get What You Want from Your Service Desk Outsourcing Provider

For many organizations looking to outsource their service desk support for the first time, developing a vendor selection or RFP process can appear a daunting, document-laden task. After all, assembling a comprehensive list of relevant questions and requirements often involves input from various departments under CIO guidance and they must all collaborate harmoniously towards establishing their service desk outsourcing expectations. But as labor intensive as the RFP process may be, taking the time and effort to thoroughly define who you are and what you want from your service desk provider will not only yield a remarkable ROI, but ultimately determine the success of the vendor/client relationship. That’s why we recommend approaching the RFP development process with a keen focus on your organization’s non-negotiable terms and the very specific questions you need answered.

Considering that most service desk outsourcing vendors will look for any opportunity to showcase their strengths and have their neatly packaged summary of services marketing copy queued up to impress faster than you can say “control v,” short, open-ended questions often prompt such generic and even evasive responses that don’t get to the heart of what you need to know. If potential vendors aren’t compelled to craft a thorough and flexible response that addresses your particular technological environment and business goals at the proposal development stage, why would you expect more from them once the agreement has been signed?