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Clients select us for many reasons - one of the key reasons, we are told, is the way we approach your pre-sales and implementation needs.


When working with you to develop and implement your service desk solution, we adopt
a 6 step methodology to help ensure you select and implement the right solution for
your business.


1. Initial pre-implementation briefings with your team
You are crucial to our success and we put a great deal of emphasis on these early sessions. Usually working with senior management, we invest our time experiencing your business environment. This is often essential to fine tune the software configurations and promote credibility with the service users themselves.

2. Adopting effective Best Practice processes
Having established your service management objectives, our focus is to supply results- oriented solutions designed to make an impact when applied in your workplace. We have developed a reputation for practical, relevant, easy-to-use solutions. We promote the idea of adopting realistic targets, straightforward processes and full staff buy-in at the early stages.

3. Defining the implementation strategy
We develop a good understanding of all your requirements and business activities, in order to define our implementation strategy. This generally involves:
defining the mission and the extent of the new process
initiating an awareness campaign
describing process steps and procedures
determining tasks, authority and responsibility of both managerial and other employees
Focus is directed to developing business-oriented rather than technology-oriented services.

4. Building a service focussed organisation
We work with you to configure the software to realise your goals and objectives set for the project. Working closely together we help to identify training needs of Service Desk personnel and the project team. It is recommended that you select and recruit target-oriented service employees who have a clear understanding of customer requirements. It is important that employees understand service processes and have a clear understanding of the process objectives so that realistic expectations can be met. We will assist you to minimise and avoid excessive bureaucracy in process documentation.

5. Initiating and monitoring a continuous improvement process
It is important to focus on realising visible genuine benefits, gaining a reduction in service costs and securing improvements in quality and improving resource utilisation. We will work with you to define and create reports that create overview performance dashboards and specific analysis that offers close monitoring.

6. Improving customer satisfaction by ensuring measurable service quality
New internal management processes are often recommended to improve service culture. New management information is captured and reported from HelpLINE and used proactively to improve service delivery. We can help you to introduce regular and automated customer surveys and help you to develop reports for your key performance indicators.

 

 


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