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Total Cost of Ownership Help Desk Cloud Software

Compare alternatives based upon Total Cost of Ownership (TCO)

This white paper presents a framework for help desk and customer service/call center software vendor selection.

Acquisition cost is only a small part of the total cost of ownership (TCO) of help desk and customer service software. There are also significant lifetime recurring hard costs in personnel. All the costs to consider are discussed including a detailed breakdown of training costs, report creation, server requirements, web implementation, future customization, upgrades, network costs, etc.

Many help desk or customer service/call center software applications appear to be the same on the surface. Learn to ask the right questions that vendors hope you do not ask. This total cost of ownership (TCO) approach will allow you to compare products on an “apples-to-apples” basis.

See https://www.givainc.com/wp/tco-hosted-help-desk-software-compare.htm and click “Download White Paper” to request this White Paper.

Outsourcing IT Help Desk Whitepaper

Decrease capital, deployment, labor, operations, network, training and support costs

Are you interested in learning right now how much money Software-as-a-Service (SaaS) can save you on your help desk or customer service software?

According to Gartner Group, a global IT research firm, the annual cost to own and manage software applications can be up to four times the cost of the initial purchase. As a result, companies end up spending more than 75% of their total IT budget just on maintaining and running existing systems and software infrastructure. The number of software applications that a company may need are infinite. The resources to operate these applications however are finite.

The Software-as-a-Service (SaaS) revolution allows companies to subscribe to software applications and outsource operating the back-end infrastructure to the SaaS vendor. The SaaS vendor can do this much more cost effectively; providing significant overall cost savings for the company. SaaS can significantly decrease capital, deployment, labor, operations, network, training, support and intangible costs. As a result, companies can spread their IT budget across many more applications to support and grow their business operations which will in turn contribute to the bottom line.

This White Paper provides the reader with a comprehensive look at the Total Cost of Ownership (TCO) analysis any decision maker should complete before making a choice between a SaaS or a traditional software deployment.

See https://www.givainc.com/wp/outsourcing-software-as-a-service-saas-hosted-help-desk-customer-service-software.htm 

and click “Download White Paper” to request this White Paper.

IT Service Level Agreement (SLA)

Is Your Help Desk SLA Complete?

IT help desks and customer service organizations prepare service level agreements to detail the services provided to customers. SLAs describe how the work of the IT help desk and customer service organization is prioritized along with agreed upon response and resolve times.

For example, a Service Level Agreement (SLA) describes the factors influencing first level problem determination, such as:

  • Number of customers affected
  • Effect on business mission
  • Context of problem
  • Deadlines
  • Estimated solution time
  • Application involved
  • Frequency of problem
  • Customer’s sense of priority
  • Customer’s commitment level
  • Availability of workaround
  • Threat to data integrity or computer security

Tables used to define severity levels describe how calls are prioritized and the associated response and resolve commitments.

Request this sample service level agreement, which is consistent with help desk and customer service industry best practices. Be sure all relevant topics and details are included in your SLA.

See https://www.givainc.com/wp/slas-service-level-agreements-best-practices-example-sample.htm and click “Download White Paper” to request this White Paper.

ROI for Knowledge Base Cloud Software

Increased First Call Resolution Rate Lowers Costs

Knowledge Management is the ongoing process of capturing, optimizing, and delivering information. It is not a one-time purchase of a new support center tool. Therefore to calculate the Return On Investment (ROI), you need to evaluate the cost of implementation and the cost of management. Quantifying the financial savings benefits of a knowledge base can be difficult.

Most managers are able to forecast the costs, but struggle to forecast the savings. Companies struggle to put a value on customer satisfaction, job satisfaction, quality service, and the intellectual capital that is captured in the knowledge base. Before you can forecast an improvement using a knowledge base, you have to establish a baseline from which to measure.

This knowledge base white paper demonstrates how to calculate and quantify savings from:

  • Reducing the average call time in your call center
  • Increasing the first call resolution rate
  • Reducing the escalation rate
  • Reducing the training time of a new support person

See https://www.givainc.com/wp/knowledge-base-software-roi.htm and click “Download White Paper” to request this White Paper.

Sample RFCs-IT Change Management Cloud Software

Urgent, Simple, Routine Change Quick Approval-Giva eChangeManager

The Change Manager or a member of the Emergency Committee can also click on “Quick Approve” from the home page to approve urgent, simple or routine changes.

To learn more, view the eChangeManager demo!

Service Level Agreements (SLAs) for Service Management

SLAs- Two-Way Accountability for Customer Service

A Service Level Agreement (SLA) is a type of service management system that establishes a two-way accountability for service, mutually agreed upon by customer and provider. It is really a contract that documents operational and interpersonal relationships, establishes mutual expectations, and provides a standard to measure performance. Organizations that have such systems in place achieve higher customer and employee satisfaction ratings.

This white paper explains how to get started in creating a Service Level Agreement and pitfalls to avoid. The following is the table of contents for the white paper:

  1. Service Goals
  2. Definition of terms
  3. Service delivery elements
  4. Escalation procedures
  5. Telephone, Web and Email response times
  6. First contact resolution by the Support Center
  7. Reporting methods
  8. SLA contract period
  9. Examples of cases by severity level and case type
  10. Sample of the customer satisfaction survey questions

See https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm and click “Download White Paper” to request this White Paper.

RFC Intuitive Navigation-IT Change Management Cloud Software

RFCs-Quick Navigation-Giva eChangeManager

Every screen has the following main navigation:

  • Home – One click anywhere in the application to return to the home page.
  • Knowledge – Search the optional knowledgebase.
  • Change – Create or search for an RFC, view all the RFCs you have created or view the Forward Schedule of Changes.
  • Reports – All reports are accessible from the main navigation by making them favorites.
  • Settings – Administration, Marquee and Broadcast message, and password reset.
  • Help Center – Open support requests and access documentation.
  • Feedback – Provide product improvement suggestions directly to Giva.

See https://www.givainc.com/demos/eCM/02-hosted-it-change-management-software-tracking-itil-create-search-rfc.htm for demo

Help Desk Institute-Best Practices Features-Help Desk Software

Help Desk Best Practices Increase Customer Satisfaction & Decrease Costs

This White Paper is a summary of Help Desk Best Practices from the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.

To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.

Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.

Some Help Desk Best Practices covered in the White Paper:

  1. Perform Customer Satisfaction Surveys on a Regular Basis
  2. Implement a Web-Based Knowledge Base Tool
  3. Implement Service Request Automation Processes in your Help Desk Software
  4. Use the Help Desk Software System to Increase Communications With Agents and Customers
  5. Implement a Customer Self-Help Portal Accessible 24 hours/day
  6. Use Real-Time Help Desk Reports, Dashboards, Metrics and Analytics
  7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports
  8. Implement an Asset Management System that is integrated with the Help Desk Software system
  9. Implement an ITIL Change Management Software System and ITIL processes. Integrate the Change Management System with the Help Desk Software System.

See https://www.givainc.com/wp/help-desk-best-practices-itil-help-desk-institute.htm to download the white paper.

ITIL Compliant Workflow Approval Process and Notifications

Automated Notifications for RFCs

This white paper describes the workflow approval process and automated email notifications for requests for change (RFC) using Giva’s ITIL compliant eChangeManager.

According to a recent Gartner Group report, 87 percent of help desk calls result from change-related failures. The Help Desk Institute determined that the support industry standard cost per contact is between $15 and $30. If your support organization averages 1,500 service requests a month, the cost of change related failure requests is between $235,000 and $470,000 annually.

Giva understands the importance of a sound change process. Giva also knows that the key person to making a change process work is the IT Change Manager. This demanding job requires balancing priorities between reviewing all new requests for change (RFC), chairing the Change Advisory Board (CAB), prioritizing, approving, scheduling, conducting post-implementation change reviews, and many other activities.

Designed with extensive input from real world IT Change Managers, Giva eChangeManager includes industry best practices as defined by the IT Infrastructure Library (ITIL) and IT Service Management (ITSM). Unlike most change management applications, Giva eChangeManager is simple to configure and easy to use.

See https://www.givainc.com/wp/change-management-workflow-itil-approval-process-compliant-notifications.htm and click “Download White Paper” to request this White Paper.

Whitepaper: Customer Service Best Practices - CCI, SSPA

Customer Service Best Practices Increase Customer Satisfaction & Decrease Costs

This White Paper is a summary of Customer Service Best Practices from the following three authority sources: Customer Care Institute, Purdue University Center for Customer Driven Quality and the Service & Support Professionals Association (SSPA).

To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.

Customer service organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in customer service software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.

Some Customer Service Best Practices covered in the White Paper:

  1. Perform Customer Satisfaction Surveys on a Regular Basis
  2. Implement a Web-Based Knowledge Base Tool
  3. Implement Service Request Automation Processes in your Customer Service Software
  4. Use the Customer Service Software System to Increase Communications With Agents and Customers
  5. Implement a Customer Self-Help Portal Accessible 24 hours/day
  6. Use Real-Time Reports, Dashboards, Metrics and Analytics
  7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports

 

See https://www.givainc.com/wp/customer-service-best-practices-customer-care-institute.htm and click “Download White Paper” to request this White Paper.

 

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