Predictable and consistent delivery of support
IHD ServiceDesk utilizes a tiered client support system, tracking and prioritizing client issues according to the level of support required. Specialized call-tracking methods are used to monitor the results of each call received and identify its current status.
Highly-trained, empathetic staff
Our U.S. based Client Support Specialists pay great attention to detail, speak clearly, articulately and with a passion to exceed client expectations. Foreign language experts are available upon request.
Clearly defined SLAs
IHD ServiceDesk will utilize a Service Level Agreement contract to define the People, Products and Processes required to fulfill your expectations. A sample of Service Level Agreement metrics are as follows:
• Answer Time
• Abandon Rates
• Resolution Time
• First Call Resolution
• Response Times
• Escalation Matrix
• Reporting Structure
• Products Supported