Implementation Plan

Following your signature on an agreement with GHDSi, we begin the implementation phase. The length of the implementation phase varies depending upon your specific requirements. On average, your help desk outsourcing service can be up and running within 10 to 30 days. We’ve done some in as little as two days and others that are more complex and take several months. But the average is 10 to 30 days. You will find our implementation process one that is simple and facilitates a quality and efficient support structure for your environment.

The success of the implementation will be only as good as the resources you and GHDSi dedicate to it. We understand that partnering with you is the key to your successful outsourced effort. We will draw upon our skill-sets and experience with numerous implementations to facilitate a smooth transition. We ask you to recognize that “outsourcing” is not a "cure-all" for shortfalls that may exist in your IT support structure; rather, it takes hard work from both of us to make sure we continually improve your customer service experience.

Implementation Methodology

GHDSi has authored a five-step Implementation Methodology that is easy for you to understand and serves as a roadmap for you to meet your outsourcing timeline with confidence. We know that as an industry best practice, this implementation will influence your environment in the area of People, Process and Technology. The Implementation Methodology provides the guidelines to minimize the impact to these areas while ensuring you receive quality service and continuous improvement.

IDENTIFY - We begin by performing due diligence and fact finding with you to identify all the processes that the outsourcing services will affect. We partner with you to identify current strengths and weaknesses and areas for improvement in the current support structure. You share with us your expectations and we document them according to the categories of services to be provided. Business rules are identified that currently prioritize the daily workload. This is your most important phase of the project because planning, both strategic and short-term, is key to high ROI.

Deliverable: (Service Levels)

DEFINE – Next we work together to begin defining everyday call workflow processes and the needed resources to work within those processes. But first, defining service levels by categories of calls and severity impact to your environment must be documented. After defining your caller’s expectations, the project team designs the processes to meet those expectations.

Deliverable: (Standard Operating Procedures)

IMPLEMENT - The new support structure will be implemented by having all phases of support tasks and activities prepared by the agreed upon target date.
Deliverable: (Communications Plan)

REVIEW - Here we work to evaluate the effectiveness and measure the efficiencies of the implemented support structure for the first 30 to 90 days. Surveys can be brought about to measure customer satisfaction with the new support structure. Questions that are typically asked include: Are customer expectations being met and/or exceeded? Does the new support structure provide time-to-resolves that aid in the reduction of downtime?
Deliverable: (Metrics and Reporting)

MAINTAIN – During the lifetime of the partnership, our support team will work with you to facilitate continuous improvement initiatives. You are assigned a Relationship Advocate. This individual is your single point of contact (SPOC) on a daily, weekly or monthly basis. Any issues, concerns or praises regarding our service can be addressed immediately with this individual. The Relationship Advocate sets the meeting frequency with your team and reviews the reports generated for the service provided. The relationship advocate engages in a proactive effort to improve your customer service environment.
Deliverable: (Quality Assurance)