CCE 24/7 Service Desk
Support tested & designed for your needs
Work patterns are changing. Staff don’t stick to a 9 to 5 office based culture. Critical tenders, opportunities or outputs are often completed out of hours, at home and on personal devices. If your out-of-hours support is ‘best endeavour’, you may be damaging productivity and frustrating key staff.
Additionally, in house service desk requires continual investment and staff. The service may fail to meet requirements or waste resources if demand fluctuates or is less than expected. How do you know what service level you need without substantial investment?
A better business approach
Instead of the high initial cost of outsourcing your service desk and adopting new technologies, CCE’s approach is different. Whether it is out of hours, or a 24/7 service requirement, CCE offer a trial service to measure the service you actually need. We manage and categorize all calls for an agreed period, then armed with Management Information, report the findings. This allows us to match the service to your need, giving real ROI that can be measured.
“We knew we had a bit of an issue as we frequently had complaints from senior staff that critical outputs could not be completed on time because we didn’t have adequate out of hours support. We looked at the well known service desk providers and could not believe the cost – especially considering we had no real measurement on the need. CCE stepped in, trialed out of hours support and gave us the metrics. They then designed a business case to reflect our need and incorporated our own IT systems. Not only was the support first class, it immediately improved productivity and key staff morale. CCE now run our service desk 24/7.” IT Director, Global insurance company.
Your IT systems, your support.
Unlike other well-known service desk providers, CCE don’t dictate our systems on your already busy staff. You may have invested heavily on a service management platform – so why spend money on another system? CCE, through our 30 years IT experience and investment in data centres & infrastructure, adopt your systems within our service desk. You’ll retain your own systems, bolster your investment and provide a seamless transition for staff.
Industry leading standards
We work to ITIL standards and provide SIAM (Service Integration and Management) approach to managing multiple suppliers and integrate them to provide a single business-facing service. And of course – if you are using legacy or inappropriate systems, we can help you put the right ITIL systems in place.
- Manchester 24/7/365 call centre
- ITIL & SIAM
- Retain your own systems
- Dedicated or shared support
- National or global
- SLA’s to match your need
- Flexible, customer-centric approach