Planning Your Total Support Solution
Effective service planning begins with a due diligence process to determine your service requirements, recommend potential service methodologies, ensure alignment with core competencies, and forecast your return on investment. We ensure that all of the documentation, diagnostics, training, parts, and tools are in place before a piece of equipment is authorized for national service. We ensure that all details from user desk or end user customer to dock for our logistics services are outlined and understood. We ensure that all components of a managed services engagement are defined and have agreement. All of this planning ensures that your IT support requirements are met.
Program Management is built into every DecisionOne service engagement ─ a role we have defined as your Customer Relationship Manager. Within DecisionOne, the CRM team’s main responsibility is to match our service level commitments to your expectations. We train our field engineers with the objective of meeting or exceeding your committed Service Level Agreements (SLAs) ─ in fact, DecisionOne creates SLAs for those customers that don’t dictate them as a part of their services agreement. There is a clearly defined escalation process when the CRM and/or the client identifies an unmet commitment, and the CRM owns the corrective action and resolution going forward.
Each CRM manages large, strategic, or complex multi-year, multi-service accounts to ensure:
- Consistent processes and skills are in place across the customer engagement
- Clients have a single point of contact for service delivery, account management, and escalation
Should your organization meet the criteria for an assigned CRM, from the time your contract is signed, the CRM owns your account from a DecisionOne perspective. This individual has been involved in the sales cycle and has a clear understanding of your needs, expectations, and the requirements of your contract. Your CRM is also responsible for client satisfaction and service level achievement for the life of your contract, and ensures you have the data you need to optimally measure DecisionOne's performance for your organization’s business goals.