SERVICES

We work with clients to develop strategies for long-term growth. Our team of experienced experts identify opportunities for improvement and work to implement the solutions necessary to fuel success.

Process Documentation, Design, and Improvement

Our aim is to drive operational improvement and empower businesses to realize their greatest potential through attaining process excellence. Utilizing our expertise and industry best practices we identify areas for enhancement and create streamlined and efficient workflows that align with business objectives.  

  • Process documentation: Gain insights, ensure clarity, increase knowledge retention, establish governance, and identify opportunities for improvement.  

  • Future state process design: Designing streamlined and optimized processes to enhance efficiency and effectiveness. 

  • Business process reengineering: Overhauling existing processes to achieve radical improvements in performance and outcomes. 

Business Process Management

A comprehensive solution that enables our clients to streamline and optimize their business processes. By deploying a standard framework, software, and tools we automate, monitor, and improve various operational workflows. Through leveraging our BPM services, businesses achieve greater efficiency, agility, and cost-effectiveness while focusing on their core operations.  

  • Business process management: Implementing effective BPM methodologies to monitor, optimize, and continuously improve your business processes. 

  • ITIL implementation: Assisting with the adoption ITIL best practices to align IT services with business objectives. 

Service Desk Optimization

Optimize your Service Desk for enhanced operational efficiency, improved customer satisfaction, and streamlined workflows. Drive cost savings, boost productivity, and empower your team to deliver exceptional support, ensuring business success at the highest level.

  • Service desk setup: Establishing efficient and customer-centric service desk operations tailored to your business needs. 

  • Service desk audit: Evaluating the performance and effectiveness of your existing service desk to identify areas for improvement. 

  • Service desk assessment: Conducting a comprehensive assessment of your service desk to optimize processes and enhance service delivery.  

Operational Efficiency and Optimization

High-performing organizations continually improve their processes and operations as markets constantly evolve. Through standardizing processes and developing iterative improvement cycles, we continuously refine processes to maximize efficiency, minimize errors, and optimize resource utilization. Our services improve the health of an organization and further align operations to overall business goals. 

  • SOP writing: Creating standardized operating procedures to ensure consistency and efficiency across your organization. 

  • Field service management: Optimizing field service operations, right-sizing teams, and ensuring proper coverage for on-site support. 

  • Swivel chair process optimization: Streamlining processes and minimizing manual handovers to increase productivity and reduce errors. 

  • Designing, implementing, assessing "follow the sun" services: Developing round-the-clock service capabilities through global team coordination. 

ITSM and Technology Consulting

Experience the power of unlocking transformative benefits through our comprehensive Technology Consultation and IT Service Management (ITSM) services. By optimizing your IT infrastructure, streamlining operations, improving efficiency, and enhancing service delivery, we enable you to drive innovation, achieve significant cost savings, and ensure scalability for sustainable business growth and long-term success. With our expertise, you can align your technology to better meet your unique business needs, resulting in optimized IT infrastructure, improved productivity, and increased operational effectiveness. 

  • Technology consultation and assessment: Assessing your IT infrastructure, recommending suitable technologies, and optimizing IT service management (ITSM) practices. 

  • ITSM technology stack audit: aiming to assess the alignment of your current tech stack with your business needs, identifying any redundancies and areas for optimization.  

Customer Experience Enhancement

Providing a seamless customer experience that consistently meets expectations is a must in the current consumer environment. Organizations reduce internal operations costs by streamlining processes of customer-facing teams. Furthermore, these improved processes increase customer loyalty and drive revenue. 

  • Customer engagement team: Establishing, implementing, and continuously improving customer success teams to enhance customer satisfaction and retention. 

  • Customer onboarding and offboarding: Improving and designing efficient processes for a seamless customer journey, from order-to-cash 

  • CSAT improvement: Enhancing customer satisfaction through targeted strategies, metrics, and service improvements. 

Asset and Vendor Management

Receive a holistic view of your asset and vendor relationships to ensure you are operating with the standards of a proficient organization. Properly managing both product and vendor relationships delivers optimal asset utilization, assures compliance, and reduces overall costs.

  • Cradle to grave hardware asset management: Developing asset management strategies, including asset lifecycle planning, maintenance, and disposal. 

  • Software asset (license) management: Ensuring compliance and optimization of software licenses to minimize costs and maximize utilization. 

  • Vendor/supplier relationship management: Managing vendor contracts, lifecycles, and outsourcing relationships for service desk and administrative resources. 

Operational Consulting

Drive business growth and transformation with our operational consulting services. Providing support in managing organizational changes and successful implementation of new systems and programs, we confirm adoption across the organization. Our hands-on, collaborative consulting approach optimizes operations and increases profitability. 

  • Business improvement: Offering tailored consulting services to identify opportunities for growth, optimize performance, and drive business transformation. 

  • Organizational Change Management: Assisting in managing organizational change by developing change management strategies, conducting impact assessments, and providing guidance on communication and stakeholder engagement to ensure successful adoption of new processes and initiatives. 

We understand your business challenges.

Request a consultation with us today.

Capabilities

Process Setup
Procedures
Gap Identification
Intake Methodologies
Upstream/Downstream Handoffs
Obstacle Elimination
Customer Expectations
Customer Satisfaction
ITSM
Internal Dependencies
Journey Maps
Process Flows
SLAs
Operational Costs
Process Efficiencies
Onboarding Lifecycle
Segmentation
Order-to-Cash
ITIL

Reduced Silos
Problem Resolution
Operational Efficiencies
Operational Excellence
Tactical Reporting
Liability Reporting
Strategic Reporting
Continuous Improvement
Reduced Escalations
Employee Retention
Cost-of-Quality Analysis
Run Books
Regression Analysis
Customer Access Points
Employee Satisfaction
Self-Service Options
Training Programs
Communication Channels
Process Maps
Time-To-Task Measurements

Support Desk Design
Support Desk Installation
Escalation Plans
Knowledge Articles
Organizational Metrics
KPIs
Agent Training
Pareto Analysis
Dashboards
Process Documents
Organizational Charts
Day-In-Life Analysis
Value Streams
Workflow Analysis
Failure Models
Standardized Reports
Increased CSAT
Lower Operational Costs