Service Support Process Design
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.
- 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