November 2012

ABS Welcomes New Clients

It has been an exciting and busy third quarter for ABS! We are pleased to welcome our newest clients from various industries including a global printer manufacturer, a Chicago based healthcare provider, and a leading provider of international dredging services.

Pantum International is a global manufacturer of laser printers and printing supplies. Pantum is a newly created and vigorous printer brand with the mission to provide global printer users with reliable, affordable and environmentally friendly printing solutions and services. The firm has partnered with ABS to provide technical customer support to its growing user base in the United States.

A Chicago area healthcare provider recently chose to partner with ABS to provide 24 x 7, remote level 1 service desk and onsite desktop support. The company selected ABS as its single point of contact help desk to improve its overall customer service experience by implementing industry best practices and technologies, offering extended support hours, and dramatically lowering response times.

ABS has also been selected by an international dredging services company to provide its users around the globe with 24×7 remote level 1 and level 2 service desk support. Under the multi-year agreement, ABS will also deliver onsite desktop support to the company’s primary U.S. locations.

ABS Invests in New Service Desk Technologies

Adds full support for ITIL v3

As one of the most critical components of our outsourced service desk offering, our infrastructure must meet the ever-changing needs of our diverse and growing customer base, including that of ITIL v3 support in our systems. To keep pace with these demands, we have recently made significant investments in two key components of our ABShelp™service desk infrastructure – our VoIP-based contact management (telephony) system and our service desk software.

In early October, our infrastructure management team successfully completed a major upgrade to our VoIP contact management system, CosmoCall Universe. “In addition to enhanced reporting and dashboard capabilities, the upgrade will also improve overall VoIP quality and increase our system performance and capacity”, says Raja Bhatthal, Director of Consulting and Networking Services at ABS.

Now that our VoIP systems have been upgraded, our next phase is to deploy the next generation of our flagship ABShelp™ incident management system. The new version is a complete IT Service Management solution powered by the award-winning Service Manager from Serena Software. The new software platform will offer many new and exciting benefits to our clients, such as:

  • Intuitive service catalog and self-service interface to improve end-user satisfaction
  • Integrated knowledge base to help promote call avoidance and reduce costs
  • Customizable, role-based dashboard and reports providing better insight into your IT operations
  • ITIL v3 compliant workflows with full support for Incident, Request, Problem, Change and Configuration Management workflows
  • Integrated “Social IT” features to improve collaboration among your team members
  • Cloud-based delivery model, completely hosted and managed by ABS in our SAS70-certified data center

The new ABShelp™ IT Service Management solution will be available to new ABS clients and as an optional upgrade for existing clients. For more information or to request a demonstration, please contact your ABS Sales Representative at 1-800-840-9208 or click here.

The ABS Blog: Average Speed of Answer

How Many Seconds to Pick Up a Call?

Typically a firm will begin the Request for Proposal (RFP) process by asking IT service desk vendors for between 90% and 100% of all calls answered in less than thirty (30) seconds. When permitted, ABS will refer to our thirty years of experience and data gathered from thousands of calls per day to educate the prospective customer.

We explain that most callers, if they have a problem, will contact the service desk generally at the beginning of their shift and early in the week. This results in call volumes two to three times higher than average. Call activity can surge to greater numbers when a severe outage occurs. In either case, agents must be sitting by waiting for those extreme conditions in order to achieve the 100% goal. Staffing costs are obviously passed along to the customer at an unfortunately high but justified price. Are these costs really justifiable in chasing the perfection of achieving 100% of ASAs in under 30 seconds? Check out the rest of this blog to find out more.

Other recent blog articles contributed by ABS executive and management teams include, Shared or Dedicated: Which Help Desk Support Delivery Model Works, and Call Avoidance Means Cost Avoidance. ABS welcomes comments and input from readers as part of its knowledge sharing initiative within global IT community. Blog posts are issued generally on a weekly basis and are intended to augment other relevant informative content such as white papersnewsletters, and press releases though from a more immediate and editorial perspective.

To check out the blog page click here.