CDI IT Solutions - Customer Support

An organization cannot run successfully without an established customer support process. Customer Support, synonymous with Service Desk or Help Desk, is the technology group’s face to the customer - the internal IT client and/or the external end user. A well-run and successful service desk directly creates customer satisfaction and enables productivity in support of business goals. CDI’s Service Desk solution offers clients consulting and outsourcing expertise in delivering superior support and customer service. With a Help Desk Institute® (HDI®) certified service desk utilizing ITIL® compliant processes, CDI has helped clients of all sizes across a wide range of industries improve the effectiveness of their service desk.

CDI Service Desk solutions focus on IT applications and infrastructure support. Our end-user customer support includes remote and desk-side support. We also provide substantial coverage for high growth demand or traffic.

Our offerings are designed and tailored to specific client needs to assure total satisfaction to their end customers. Examples of the services we provide include:

Consulting support for creating a highly tailored customer experience environment
Level 1,2,3 support
Phone, chat, email and web support
Desk-side support with an on-site or distributed regional model
Full cycle issue and problem management
Complex Service Desk IT projects including test labs and network portals
Disaster recovery and business continuity for operations

Methodology

CDI’s extensive Service Management expertise and methodology support a wide range of service desk functions including on-site and remote support, desk-side support and multiple methods of interaction such as phone, chat, email and web self-service. Our North American-based Center of Excellence (CoE) provides the advantages of same time zone and cultural similarities allowing for successful end user and management communication.

World Class Facilities: We invest in facilities that allow us to manage our client engagements to the highest levels of customer satisfaction. Our rural sourcing model provides a cost-competitive solution compared to offshore sourcing models. By using a physical location for our call centers, our teams can detect trends and share information faster, providing significant benefits to our customers.

Stable Labor Pool: Our low single-digit turnover means that when calls are received, they are answered by an agent familiar with the customer and can address an issue quickly and efficiently. Our fully-trained, stable workforce is knowledgeable in the requisite technology and client-specific environment, allowing us to achieve the highest levels of customer satisfaction and first-call resolution.

Investment in Technology: CDI utilizes integrated call management, ticketing and workforce management systems, as well as custom implementations of leading technology such as pop-up identifiers and a local Google mini. This range of technology supports efficient service and high ticket closure rates.

Certified Processes: CDI's HDI certification indicates that our processes were developed to meet world-class standards in 8 categories encompassing 64 different metrics. While the processes were developed by CDI for the benefit of our clients, they meet internationally-recognized standards for both completeness of the methodology and our adherence to it in servicing our clients.

Our operations are managed with granular attention to metrics, resulting in industry-leading SLAs and performance. Clients have enjoyed results including:

First-call resolution at more than 35% above the industry average
Average speed-to-answer time that consistently over-performs the agreed to thresholds
Customer satisfaction scores that consistently exceed expectations
Abandonment rates 20% lower than industry norms

Continuous Improvement: Our processes allow for feedback loops that provide information needed to make adjustments and improvements throughout the life of our client engagements. We constantly evaluate the thoroughness of our agents and the completeness of the knowledge base and work with our clients to improve our service to their users. By monitoring both call types and caller demographics on a weekly and monthly basis, CDI helps identify root-causes for call volume and offers suggestions to eliminate common issues. Tracked metrics also provide the basis for new knowledge based articles to provide self-help options and help speed resolution by our agents.

Value Delivered

We help our clients improve end-user satisfaction and work with them to build a strong knowledge base to ensure problems are solved correctly on the first call. We also reduce service desk costs through our US-based rural sourcing model. Our industry expertise and proven track record in service desk operational excellence adds value to our clients operations. CDI’s highly-trained professional staff is disciplined in management with metrics including end result achievement, quality of service provided, customer satisfaction and performance.

According to the IT research and advisory company Gartner Group, industry norms show an average of 1.2 calls per month per end user are made to a service desk. These calls span the range from password resets to complex issues that may require several hours to diagnose and solve. When organizations fail to provide a quality service desk, these calls do not disappear, they just go underground. CDI, with our high quality standards, assures that these calls are supported, improving the overall productivity of the end users.

Customer satisfaction is a primary target for our agents, along with SLAs and metrics important to your business. By focusing on what is important to our customers, our agents deliver the service you expect and take the time on each call to fully resolve the issue. We work with you to document the right answers for your environment and custom applications, train our agents on this information and manage the results.

Case Study Briefs

CDI has helped numerous clients achieve customer support with superior levels of end customer satisfaction.

A major Fortune 300 financial services organization needed to minimize end user downtime and introduce economic efficiencies. Multiple Level 1 and Level 2 service desks were combined under CDI and managed from our CoE. We consolidated tools, platforms and multiple supporting functions including user and content access. We also created an extensive knowledge base. Our client was able to achieve their financial cost saving goals while increasing end user satisfaction and first call closure on a continuous basis over a multiyear period, including support of a heavy acquisition pace.
A large Midwestern research university was dissatisfied with a legacy provider and wanted a new and improved service desk solution. CDI combined Level 1 and 2 service desks and re-engineered the self-help web site. The resulting stabilized IT support received solid and consistent feedback from students, faculty and staff. Record levels of CSAT were achieved and adoption rates continue to increase.
A Fortune 100 aerospace organization required specialized global support for remote access system management. CDI provided a mix of on-site and remote support to ensure that a global workforce had the information they needed, regardless of where they were, to service customers around the clock.
An energy industry products company had an informal help desk staffed by key developers on an ad hoc basis. Support was handled informally by multiple organizations. CDI went on site and established a full process and methodology, then implemented a physical service desk providing organization wide support. The new service desk provided efficient problem management, and key project resources were relieved from extraneous work.