Case Studies

Service Support Process Design

Cross-functional process design and partial outsourcing

Client Need

The client’s need was to provide real-time end user support for video conferencing to increase adoption. The client’s goal was to reduce travel costs and improve decision quality by increasing video conferencing use. Nearly 1,000 video conference rooms were deployed worldwide and required 24x7 support for video conference scheduling, live meeting assistance and onsite and remote issue resolution.

mBridge Focus

We led RFI / RFP vendor evaluations. We led the design of roles and responsibilities, service level agreements and process design for end-to-end Tier 1 through 3 technical support. We developed and deployed global eLearning and instructor-led training materials to build end user skills for video conferencing.

Performance Outcomes

  • End users able to use video conferencing equipment easily and effectively
  • Increase in video conferencing use and decrease travel expense
  • Client and vendor help desks, on-site support and technical support teams work seamlessly to resolve end user issues within service level agreements
  • Timely and effective use of applications to monitor and report video conference room utilization, end user utilization and issue ticket resolution